Application change request to deployment maturity model

• US 8,126,768 B2
• Filed: 09/13/2005
• Issued: 02/28/2012
• Est. Priority Date: 09/13/2005
• Status: Active Grant

• Current Assignee: Computer Associates Think Inc. (Broadcom, Inc.)
• Original Assignee: Computer Associates Think Inc. (Broadcom, Inc.)
• Inventors: Mehrotra, Vibhav, Parthasarathy, Prajval
• Primary Examiner(s): Jasmin, Lynda
• Assistant Examiner(s): Singh, Gurkanwaljit
• Application Number:
  US11/224,023
• Publication Number:
  US 20070061191A1
• Time in Patent Office: 2,359 Days
• Field of Search: None
• US Class Current: 705/7.36
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/06313 Resource planning in a project environment
• CPC Class Codes: G06Q 10/0637 Strategic management or analysis, e.g. setting a goal or target of an organisation; Planning actions based on goals; Analysis or evaluation of effectiveness of goals
• CPC Class Codes: G06Q 10/0639 Performance analysis of employees; Performance analysis of enterprise or organisation operations

Abstract

The invention provides a system and method of improving change management structure of an organization, wherein change management structure includes process definitions for managing change requests to software applications. In one embodiment, the invention may include receiving current change management information regarding an organization. A current maturity level for the organization may then be determined from a hierarchy of predefined change management maturity levels. A target change management maturity level may then be determined from the hierarchy. One or more improvement operations may then be defined that, when performed, shift the organization to the target change management process maturity level. The one or more improvement operations may then be performed.

Claims

1. A method of improving change management in an organization, wherein change management includes processes controlling changes to an information technology infrastructure of the organization, the method performed by a processor configured to perform a plurality of operations, the plurality of operations comprising:

defining, via the processor, a plurality of change management maturity levels, wherein the plurality of change management maturity levels are organized in a hierarchy from a lowest change management maturity level to a highest change management maturity level, wherein each of the plurality of change management maturity levels defines a set of processes for change management within a hypothetical organization operating at the respective change management maturity level, and wherein the set of processes for each of the change management maturity levels in the hierarchy includes processes related to a change requestor, a change manager, a software development manager, and an information technology operations manager;

receiving, at the processor, current change management information regarding an organization whose current change management processes are to be improved;

determining, by the processor, a current change management maturity level for the organization from the plurality of pre-defined change management maturity levels;

determining, by the processor, a target change management maturity level for the organization from the plurality of pre-defined change management maturity levels, the determined target change management maturity level being an improvement over the current change management maturity level and being at a level higher than the current change management maturity level in the hierarchy; and

devising, by the processor, one or more improvement operations that, when performed, shift the organization from the current change management maturity level to the target change management maturity level.

2. The method of claim 1, further comprising performing one or more of the one or more improvement operations to shift the organization from the current change management maturity level to the target change management maturity level.

3. The method of claim 1, wherein the current change management information includes information regarding one or more of the current people, current processes, or current technology associated with the organization'"'"'s current change management processes.

4. The method of claim 1, wherein said determining a current change management maturity level includes using a maturity model tool applied to the received current change management information, and wherein the maturity model tool comprises a plurality of assessment questions for each of the plurality of pre-defined change management maturity levels in the hierarchy.

5. The method of claim 4, wherein each of the plurality of assessment questions, when answered in light of the received current change management information, yields an aggregate maturity level score for each of the plurality of pre-defined change management maturity levels, and wherein the current change management maturity level for the organization is determined based on the aggregate maturity level score.

6. The method of claim 1, wherein defining a plurality of change management maturity levels comprises:

constructing one or more model blueprints for each of the plurality of change management maturity levels in the hierarchy, wherein each of the one or more model blueprints defines a set of people, processes, and technology associated with the hypothetical organization operating at the respective change management maturity level.

7. The method of claim 6, wherein determining a current maturity level further comprises:

constructing a workflow blueprint for the organization based on the received current change management information;

comparing the workflow blueprint to the one or more model blueprints; and

selecting one of the plurality of pre-defined change management maturity levels in the hierarchy whose model blueprints most closely match the workflow blueprint as the current change management maturity level for the organization.

8. The method of claim 1, wherein devising one or more improvement operations further comprises:

identifying the target change management maturity level from the plurality of pre -defined change management maturity levels, wherein the target change management maturity level is associated with a standard set of processes and products for shifting a hypothetical organization from the current change management maturity level to the target change management maturity level; and

deriving the one or more improvement operations from the standard set of processes and products.

9. The method of claim 1, wherein devising one or more improvement operations further comprises creating an operational model of the organization that predicts the function of the organization at the target change management maturity level.

10. The method of claim 9, wherein creating an operational model further comprises defining one or more measurable critical success factors that provide a measure of success of the one or more improvement operations in shifting the organization to the higher change management maturity level when the one or more improvement operations are performed.

11. The method of claim 10, further comprising performing one or more of the one or more improvement operations to shift the organization from the current change management maturity level to the target change management maturity level, and wherein performing one or more of the one or more improvement operations further comprises measuring the one or more measurable critical success factors.

12. The method of claim 1, wherein the set of processes for the lowest change management maturity level in the hierarchy includes processes related to the change requestor, the change manager, the software development manager, and the information technology operations manager.

13. The method of claim 12, wherein the processes related to the change requestor comprises notifying the change manager of an incident;

wherein the processes related to the change manager comprises determining if the incident requires changing software code, and if so, assigning a resource to change the software code;

wherein the processes related to the software development manager comprises changing and testing the software code; and

wherein processes related to the information technology operations manager comprises deploying the changed software code to production.

14. The method of claim 1, wherein the set of processes for at least one change management maturity level higher in the hierarchy than the lowest change management maturity level includes processes related to the change requestor, the change manager, the software development manager, a software release manager, a quality assurance manager, and the information technology operations manager.

15. The method of claim 14, wherein the processes related to the change manager comprises determining if the incident requires changes to an application, and if so, creating a request on a centralized change management system, and assigning a resource to change a software code of the application;

wherein the processes related to the software development manager comprises changing and testing the software code retrieved from the centralized change management system;

wherein processes related to the software release manager comprise validating that a build of the software code was successful; and

wherein processes related to the quality assurance manager comprises testing the build, and if the build is not successful, returning the build to the software development manager.

16. The method of claim 1, wherein the set of processes for at least one change management maturity level lower in the hierarchy than the highest change management maturity level in the hierarchy includes processes related to the change requestor, an incident manager, a problem manager, the change manager, the software development manager, a software release manager, a quality assurance manager, and the information technology operations manager.

17. The method of claim 16, wherein the processes related to the incident manager comprises reviewing an incident, searching a knowledge base to identify a resolution and attempting to identify a workaround if no resolution is found;

and wherein the processes related to the problem manager comprise implementing an identified workaround, and elevating the incident to the change manager if the identified resolution does not resolve the incident.

18. The method of claim 1, wherein the set of processes for the highest change management maturity level in the hierarchy includes processes relating to the change requester, an incident manager, a problem manager, the change manager, the software development manager, a software release manager, a quality assurance manager, a security manager, and the information technology operations manager.

19. A system for improving change management in an organization, wherein change management includes processes controlling changes to an information technology infrastructure of the organization, the system comprising:

a processor configured to execute one or more computer readable instructions, wherein the computer readable instructions when executed by the processor cause the processor to;

define a plurality of change management maturity levels, wherein the plurality of change management maturity levels are organized in a hierarchy from a lowest change management maturity level to a highest change management maturity level, wherein each of the plurality of change management maturity levels defines a set of processes for change management within a hypothetical organization operating at the respective change management maturity level, and wherein the set of processes for each of the change management maturity levels in the hierarchy includes processes related to a change requestor, a change manager, a development manager, and an information technology operations manager;

receive current change management information regarding an organization whose current change management processes are to be improved;

determine a current change management maturity level for the organization from the plurality of pre-defined change management maturity levels;

determine a target change management maturity level for the organization from the plurality of pre-defined change management maturity levels, the target change management maturity level being an improvement over the current change management maturity level and being at a level higher than the current change management maturity level in the hierarchy, and

devise one or more improvement operations that, when performed, shift the organization from the current change management maturity level to the target change management maturity level.

20. The system of claim 19, further comprising the processor configured to perform one or more of the one or more improvement operations to shift the organization from the current change management maturity level to the target change management maturity level.

21. The system of claim 19, wherein the current change management information includes information regarding one or more of the current people, current processes, or current technology associated with the organization'"'"'s current change management processes.

22. The system of claim 19, wherein a maturity model tool applied to the received current change management information is used to determine the current change management maturity level, and wherein the maturity model tool comprises a plurality of assessment questions for each of the plurality of pre-defined change management maturity levels in the hierarchy.

23. The system of claim 22, wherein each of the plurality of assessment questions, when answered in light of the received current change management information, yields an aggregate maturity level score for each of the plurality of pre-defined change management maturity levels, and wherein the current change management maturity level for the organization is determined based on the aggregate maturity level score.

24. The system of claim 19, wherein defining a plurality of change management maturity levels comprises the processor configured to:

construct one or more model blueprints for each of the plurality of change management maturity levels in the hierarchy, wherein each of the one or more model blueprints defines a set of people, processes, and technology associated with the hypothetical organization operating at the respective change management maturity level.

25. The system of claim 24, wherein the processor is further configured to:

construct a workflow blueprint for the organization based on the received current change management information;

compare the workflow blueprint to the one or more model blueprints; and

select one of the plurality of pre-defined change management maturity levels in the hierarchy whose model blueprints most closely match the workflow blueprint as the current change management maturity level for the organization.

26. The system of claim 19, wherein the processor is further configured to:

identify the target change management maturity level from the plurality of pre -defined change management maturity levels, wherein the target change management maturity level is associated with a standard set of processes and products for shifting a hypothetical organization from the current change management maturity level to the target change management maturity level; and

derive the one or more improvement operations from the standard set of processes and products.

27. The system of claim 19, wherein the processor is further configured to create an operational model of the organization that predicts the function of the organization at the target change management maturity level.

28. The system of claim 27, wherein creation of an operational model further comprises defining one or more measurable critical success factors that provide a measure of success of the one or more improvement operations in shifting the organization to the higher change management maturity level when the one or more improvement operations are performed.

29. The system of claim 28, further comprising the processor configured to perform one or more of the one or more improvement operations to shift the organization from the current change management maturity level to the target change management maturity level, wherein performing one or more of the one or more improvement operations further comprises the processor configured to measure the one or more measurable critical success factors.