Case Abstract

CloudArts.com has been in business for 20 years and employs over 500 people. The human resources department heavily relies on the HRM system to manage the employee records and processes. The HRM system is coming to an end of support cycle for the currently installed version. The CIO of CloudArts.com has requested an upgrade to the latest version of the software before the end of life event.

Below diagram depicts their current change management process. IT project manager leverages ServicePRO to set-up a change management project template to execute and manage projects of type change.


Stakeholders

Showcased Features

  1. Project templates
  2. Create After Events
  3. Object Designer

Workflow



Solution Setup

ServicePRO project template provides a readymade framework, highlighting the project phase and work break down structure

Change Management Requirement begins with a Request for Change (RFC). In ServicePRO this request can be included as the initial activity/task in the work breakdown structure (WBS) of the Change Management Project Template. Using event triggers, ServicePRO allows the activation of other downstream activity/task based on information captured at this level, whilst maintaining the required visibility and reporting requirements.

The Impact Analysis is a high-level task which involve actions like review and approval. This activity/task can be included in the work break down structure in the initiation phase of the project template. It can also be independently designed/configured to collect the analysis data requirement. (As shown below). Using ServicePRO workflow module, this activity/task can be routed to the appropriated resources for preparation and completion.

Working within the project work breakdown structure, the UAT task is highlighted to showcase the use of Custom defined fields to monitor and control the UAT process

Working within the project work breakdown structure, the UAT task is highlighted to showcase the use of Custom defined fields to monitor and control the UAT process

Conclusion

Using the ServicePRO Project Template; the entire process of planning which includes building the change, implementation and verification of the change and roll back plan can be mapped out; and have controlled events triggers in place to ensure planned start and finish time line are adhered to.