Abstract
This IT Management Service case study discusses Sallie Mae' s assessment of
initial baselines for change and release management prior to launching its ITIL
and IT service management adoption program. How can organizations best
establish definitions, survey time, and effort expended and then apply that
data with remeasurement efforts to assess progress? This example lays out
Sallie Mae' s effective leverage of those baselines to help determine ROI and
nurture ongoing adoption. It will present Sallie Mae' s evolution and the
company' s approach to change and demand management, service management, and its
initial approach to incorporating an IT portfolio strategy using CA' s Harvest,
Endevor, Service Desk, and Clarity technologies.
"How many organizations actually measure what they' re doing before launching a
major initiative? IT Management Service analysts urge organizations to perform
a maturity assessment and gap analysis with regard to the current state of
organizational and process maturity prior to bringing in ITIL and implementing
automated tools for consistent demand and change management - that is what
Sallie Mae does in this case study," said Melinda Ballou, principle analyst, IT
Management Service (ITMS). "Companies should gather detailed data about current
approaches, time frames, resource allocation for and approaches to change
management, service desk, demand, and project portfolio management. By so
doing, they will have the basis to help determine postdeployment savings by
comparing ' before' and ' after' results. This approach to ROI can facilitate
team adoption. Clear evidence indicating significant cost and time savings
positions ITIL and change management advocates to overcome resistance. This
case study provides an example of how to proceed effectively to launch a change
and demand management initiative, which can then evolve further into overall IT
portfolio management."
Table of Contents
- Table of Contents
- It Management Service Opinion
- In This Report
- Situation Overview
- Addressing Cultural Challenges
- Setting Up the Baseline: An Example
- Change and Release Management Metrics for the Baseline
- Problem and Incident Management Metrics
- Making the Transition
- Moving to Demand and IT Portfolio Management
- Future Approach - CMDB
- Business Drivers
- Solution Description
- Selecting the Solution
- Implementing the Solution
- Business Value
- Lessons Learned
- Future Outlook
- Essential Guidance
- Learn More
- Related Research
- Appendix: Metric Definitions (Source: Sallie Mae)
- Change and Release Management Metrics
- Artifact Access, Merging, and Retrieval of Changes
- System Compile and Build Process
- Migration of Changes
- Change Request Administration and Communication
- Distribution of Changes
- Approvals, Sign Offs, and Audit Support
- Consolidation of Tools
- Administration Overhead
- Enterprise Definitive Software Library Maintenance
- Incident Management Metrics
- Increased First Call Resolution
- Decreased Resolution Time
- Improved Customer Satisfaction
- Increased KT Resolutions
- Reduced Time Spent on Audits
- Decreased Incidents per Employee
- Problem Management Metrics
- Decreased Resolution Time
- Decreased Reassignments
- Reduced Time Spent on Audits
- Increased Availability
- Synopsis
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