Save a Tree: Use an eForm Automating IT Change Request Management Processes

1. Save a Tree: Use an eFormAutomating IT Change Request Management Processes (Concurrency IT Department)

2. Contents • Executive Summary • Current State Analysis • Future State Analysis • Adoption & Implementation Planning • Next Steps 2

3. Background • Your organization currently faces a number of challenges related to its current IT Change Request process, including: • Change Request (CR) workflow driven through email, with users attaching files to emails to transmit, decreasing process effectiveness • Information captured through existing Word CR form does not enable good filtering, search, or sorting • Manual CR processing steps require 50% of resource time / 20+ hours per week • Often CRs will have missing or insufficient content, requiring manual follow-ups • Series of manual process steps required post meeting • CR “translation” required to show impact to stakeholders • CRs improvements are not easily repeatable for other groups - take too much time and includes many errors • CRs do not often lead to efficiency and cost reductions 3

4. Engagement Participants 4

5. Executive Summary • Concurrency proposes a series of improvements related to the Change Management process and workflow capabilities to empower your business to improve key processes through process automation • Implementing the proposed automated forms solution for the CR process will provide you with: • 20% reduction in CR form fill efforts • 20% reduction in CR handling labor • Reduced CR response time by 5 days • 50% increase in successful CR resolution 5

6. Executive Summary

7. Contents • Executive Summary • Current State Analysis • Future State Analysis • Adoption & Implementation Planning • Next Steps 7

8. Current State Process Analysis Change Management Process Phases – Analysis Summary 8

9. Current State Process Analysis 9

10. Current State Process Analysis 10

11. Current State Process Analysis 11

12. Contents • Executive Summary • Current State Analysis • Future State Analysis • Adoption & Implementation Planning • Next Steps 12

13. Future State Process Analysis Change Management Process Phases – Analysis Summary 13

14. Prioritized Process Solutions High 5 Change request LOB integration (SharePoint Server 2010, SQL 2008, LOB System(s)) Level OfComplexity 3 Develop communication process to stakeholders post-meeting (SharePoint Server 2010, SQL 2008) Document Library of Change Requests (SharePoint Server 2010, SQL 2008) Adjust content included on CR form to make more useful; Impact (who, what, where, when) and develop pre-submission validation logic (InfoPath 2010) Low 1 5 1 3 Value to Business High Low 14

15. Future State Process Diagram

16. Future State Process Diagram

17. Future State Process Diagram

18. Anticipated Benefits - Process 18

19. Contents • Executive Summary • Current State Analysis • Future State Analysis • Adoption & Implementation Planning • Next Steps 19

20. Adoption & Implementation Planning Summary 20

21. Potential Adoption Roadblocks 21

22. Adoption Roadblock Mitigation Actions by Stakeholder 22

23. Contents • Executive Summary • Current State Analysis • Future State Analysis • Adoption & Implementation Planning • Next Steps 23

24. Next Steps • Review presentation and proposal with decision maker(s) and stakeholders for approval • Consider a SharePoint Deployment Planning Services (SDPS) follow-up engagement • Execute work order for project • Schedule kick off meeting for week of _____ and weekly status meetings • Propose schedule: • A) Deadlines for initial milestones, or • B) Date to finalize initial milestones 24