Remedyforce Onboarding

Transcription

1 White Paper Remedyforce Onboarding Kelley Mitchum 11 December 2015

2 Introduction When you re ready to get started with BMC Remedyforce, BMC offers you an efficient, rapid approach to apply best practices and start getting value right away. Following the Remedyforce Agile-Hybrid methodology, certified Remedyforce experts work together with you to ensure you get the most value out of BMC Remedyforce quickly. We take the best parts of Agile development and management and blend them with a process-oriented practical configuration effort following ITIL best practices to gather your requirements, prescribe best practices and configure a prototype environment. We then partner with you to test and refine configurations during brief sprints of effort. Before moving on to the next process area we will ensure the configured solution meets your needs. The purpose of this white paper is to explain how the Remedyforce Onboarding Agile-Hybrid methodology works to deliver quick value and get you up and running on Remedyforce faster than ever! Why Agile-Hybrid? So, why Agile-Hybrid and not just a rapid-fire pure-agile approach? We take a hybrid approach to the agile methodology because we recognize that we are not doing R&D here, but rather delivering a cloud-based ITSM solution with best practices configuration within our customers boundaries of time and scope. We don t have the luxury of shifting your requirements or budget, but we do want to take advantage of modern project management principles. Figure 1 - PAGE 0 OF 12 Copyright BMC Software, Inc. 2015

3 The Hybrid-Agile Team Communication is key to a successful implementation. The Remedyforce Hybrid Agile Methodology allows the Remedyforce Onboarding team to be tightly integrated with you throughout the project. Ideally sprints are 7 to 10 days in duration; therefore, it is important for team members to be involved from start to end so everyone has a good understanding of the project. The Remedyforce Hybrid Agile Methodology relies on cross-functional teams that may have different levels of expertise. Drawing on the strengths of the cross-functional team improves delivery and allows the team to make well-balanced decisions. The table below provides an outline of the team members who will participate on the Remedyforce cross-functional project team along with the management team responsible for project oversight. Role Description BMC Project Team BMC Remedyforce Project Manager BMC Remedyforce Senior Manager BMC Business Relationship Manager BMC Remedyforce Consultant(s) BMC primary point of contact during delivery. BMC Project Manager is responsible for creation and management of weekly status reports, product backlog, sprint burn down charts and issues/risks. The BMC Remedyforce Senior Manager is a member of the Management Team and serves as a senior advisor to you and the project team. The BMC Business Relationship Manager is responsible for your successful deployment and use of the Remedyforce technology. The BRM is a customer advocate dedicated to helping navigate the post sales processes, tools and people Reviews user stories/requirements with customer, provides ITIL best practices guidance, responsible for configuration of Remedyforce solution and provides Remedyforce product mentoring. Customer Project Team Product Owner Program Manager & Scrum Master Team Lead ITSM Stakeholders (also known as Process Owners) The Product Owner is the owner of the Remedyforce project on your behalf. The Product Owner is responsible for communicating company objectives, project goals, and deliverables to the project team. The Product Owner is responsible for the overall success of the Remedyforce project. Customer primary point of contact and manager of Customer plan, schedule, and resources. The Customer Program Manager will also be the Scrum Master, responsible for attending daily scrum meetings. Expert in current ITSM solution and will be the primary system administrator High level lead that understands your business requirements, including but not limited to the technical solutions, processes, integration flows and key players from each practice area. Owner of processes and tools in production. Responsible for assisting in configuration design, coordinates User Acceptance Testing and solution approval in regards to Incident Management, Problem Management, Change Management, Configuration Management, Service Request Management, Service Level Management, Knowledge Management or Release Management. Table 1: Agile-Hybrid Team Structure PAGE 1 OF 12 Copyright BMC Software, Inc. 2015

4 Common Terms Using an agile approach may be new to your team. As we begin the project we will may use terms you may have never heard. Below is a list of common terms that may be used throughout the duration of your Remedyforce Agile-Hybrid project. Term User Story Product Backlog Sprint Backlog Sprint Sprint Planning Session Daily Scrum Meeting Sprint Reviews Burndown Chart Retrospective Definition A simple explanation of what outcome a user needs and why. For instance, as a [who], I want [what] because [why]. These user stories will drive your requirements and ultimately how we configure Remedyforce to meet your needs. A collection of all of your user stories needed for the end to end solution to be complete. All user stories that will be addressed in your current sprint. A period of time during which specific user stories are configured and made ready for review. A meeting held at the beginning of the sprint with the project team to prioritize user stories and plan the user stories to be delivered during the sprint. A short meeting, typically 15 minutes in duration, that kicks off our day. During this meeting we will discuss (1) what was accomplished the previous day, (2) what we plan to accomplish today and (3) any issues or roadblocks. A meeting in which the Remedyforce Consultant and your project team demonstrate to the product owner what was completed during the sprint. A visual chart that shows a countdown of available days left in the sprint against the work remaining to be completed. A meeting allowing the project team to look for ways to improve both the product and the process based on a review of the actual performance of the project team. Table 2: Common Agile Terms PAGE 2 OF 12 Copyright BMC Software, Inc. 2015

5 Overview of Agile-Hybrid Process The consists of two entry stages, execution of sprints (three combined stages) and then a final project closeout stage. Figure 2 - Overview & Sprint Breakdown Plan & Prepare The Plan & Prepare stage is the first stage of the BMC Remedyforce Agile Hybrid Methodology. After execution of the Statement of Work, a Remedyforce Project Manager will be assigned to manage the delivery of Remedyforce. During an internal transition with the Sales Account Manager and the Services Specialist the Remedyforce Project Manager will learn about your goals and objectives for Remedyforce along with any compelling events around the delivery date. The Remedyforce Project Manager will reach out to you to schedule a Project Kick-off meeting. The project kick-off meeting is led by the Remedyforce Project Manager to communicate the official start of the Remedyforce project. The project kick-off meeting provides a forum to: Introduce both the BMC and Customer project team members Define project team roles & responsibilities Communicate the shared view and scope of the project Establish a commitment by all who affect the success of the Remedyforce project The gate for moving from the Plan & Prepare stage to the next stage is completion of the project kick-off meeting. Ideally, the project schedule is agreed upon prior to moving to the Knowledge Transfer stage; however, the Remedyforce Project Manager can continue to work with the Customer Program Manager to finalize the project schedule during the next stage. PAGE 3 OF 12 Copyright BMC Software, Inc. 2015

6 Knowledge Transfer It is important for the customer to identify the prior to the start of the Knowledge Transfer stage. The Knowledge Transfer stage is centered on Remedyforce education. Prior to any sessions with the Remedyforce Consultant, the Customer, Team Lead and ITSM Stakeholders should review the free online Remedyforce Web Based Tutorials. The table below outlines all free web-based training that is publicly available. After you have completed the free online Remedyforce training, a Remedyforce Consultant may deliver Administrator Essentials, if purchased. Course Description Audience Method Duration Administering (WBT) This online course explains the concepts and procedures about the administration and configuration of BMC Remedyforce. These concepts and procedures will help administrators to use the application and configure the essential settings for an organization. 3 hours Incident Management & Problem Management (WBT) The Incident Management & Problem Management online course is designed for BMC Remedyforce administrators and helpdesk staff. This self-paced course introduces participants to features and functionality of the Remedyforce Incident Console, Task Console, and Problem Console. Participants will learn important concepts and processes for managing incidents and problems, and will leave the course with an understanding of how to use BMC Remedyforce to effectively create, manage, and work with incidents, tasks, broadcasts, and Problem records. Incident Mgmt Process Owner Problem Mgmt Process Owner 1 hour Change Management & Release Management (WBT) This online course explains the concepts and procedures of Change Management and Release Management. These concepts and procedures will help change managers to configure data, create and manage Change Requests, create change assessments, and use the approval process to approve Change Requests. Change Mgmt Process Owner Release Mgmt Process Owner 2 hours The concepts and procedures will also help change managers to use the change schedule, and create and work with projected service outages, in BMC Remedyforce. Configuration Management (WBT) This online course explains the concepts and procedures of Change Management. These concepts and procedures will help change managers to create, manage, and work with configuration items (CIs) in BMC Remedyforce. IT Asset Owner 1 hour Service Request Management (WBT) This online course explains the features of Service Request Management of BMC Remedyforce. Additionally, this course explains the concepts and procedures about service requests. These concepts and procedures will help staff users and change managers to create service requests using Request Definitions, in BMC Remedyforce. Service Request Mgmt Process Owner Client Users 1 hour PAGE 4 OF 12 Copyright BMC Software, Inc. 2015

7 Course Description Audience Method Duration Service Level Management (WBT) This online course explains the concepts and procedures of Service Level Management for staff users and Change Managers. Additionally, this course explains the concepts and procedures of agreements and service targets. These concepts and procedures will help Change Managers to create agreements and configure service targets. Service Level Mgmt Process Owner 1 hour Using Self Service Portal (WBT) This online course explains the features, concepts, and procedures of the Self Service portal. These concepts and procedures will help client users to use the Self Service portal to manage tickets, create service requests, and work with approvals, quick links, and Broadcasts, in BMC Remedyforce. Client Users 2 hours QuickViews and Dashboard Management (WBT) This online course explains the features of QuickViews and Dashboard Management in BMC Remedyforce. In addition, this course explains the concepts and procedures related to QuickViews and Dashboard Management. These concepts and procedures will help administrators and staff users to create, manage, and work with QuickViews and Dashboards in BMC Remedyforce. ITIL Process Owners Client Users 2 hours Reports and Dashboards (WBT) This online course explains the concepts and procedures related to the reports and dashboards in BMC Remedyforce. These concepts and procedures will help administrators to configure reports and dashboards for their organization. ITIL Process Owners Client Users 2 hours BMC Remedyforce Winter 2015: Using the Mobile Application (WBT) This course is designed and recommended for BMC Remedyforce staff users. This self paced course introduces participants to the features of the BMC Remedyforce mobile application. It explains the concepts and procedures for managing Incidents and Tasks using the mobile application. These concepts and procedures will help staff users to perform various actions such as creating Incidents and Tasks, viewing Broadcasts and knowledge articles by accessing Remedyforce on hand-held devices. ITIL Process Owners Client Users 1 hour and 30 minutes Table 3: Free Remedyforce Training PAGE 5 OF 12 Copyright BMC Software, Inc. 2015

8 Sprint Stages The gate for moving from the Knowledge Transfer stage into a Sprint is the completion of training. Sprints are similar to normal project phases with a few exceptions: Sprints are shorter than phases: Limited delivery of capabilities in a 2 to 3 week period. Strategy Discussions and Prototype Configuration go hand-in hand: The Remedyforce Consultant will lead strategy discussions in the morning and then perform sandbox configuration and document in the afternoon. This process allows you to perform hands-on testing as the sprint progresses. Daily scrum meetings to check progress Each sprint will end with a review/retrospective allowing the project team to apply lessons learned to the next sprint and identify product backlog items (user stories) to be reprioritized. Each sprint will focus on a subset of Remedyforce capabilities designed to get you to a production go-live in weeks. The Remedyforce Onboarding team will work together with you to identify the processes to be delivered in each sprint. Each sprint will consist of 3 stages of the Remedyforce Implementation Methodology: (1) Strategy & Design, (2) Configure, Test & Approve, and (3) Go-Live Deployment and Assistance. Each of these stages will be repeated for each sprint. Daily scrum calls will ensure everyone is on the same page. Figure 3 - Sprint "Zoom-In" PAGE 6 OF 12 Copyright BMC Software, Inc. 2015

9 Strategy & Design Sprint Planning is the first activity of the Strategy & Design implementation stage. The Remedyforce Consultant will work with you to review and prioritize each user story and insert the user stories into the product backlog. The priority of the user stories within the product backlog will help determine the user story focus for each sprint. Once the user stories have been prioritized, Strategy & Design for the sprint will begin. The Remedyforce Consultant will work with the Customer Program Manager, Team Lead, and ITSM Stakeholders to understand the business requirements, processes and integration flows. The Remedyforce Consultant will coordinate an agenda with you that will allow for Strategy & Design workshops to occur iteratively over a designated number of days. Ideally, the Remedyforce Consultant will conduct workshops with you in the morning and then move to the next stage for configuring in the afternoon. NOTE: The Remedyforce Consultant will be responsible for documenting the Remedyforce solution in the Planning Workbook. The Planning Workbook will be a working document throughout the sprint and will be provided to you at the conclusion of the sprint. Configure, Testing & Approve Following the morning Strategy & Design workshops, the Remedyforce Consultant will use the afternoon hours to configure the Remedyforce sandbox based on requirements and user stories discussed during the workshops. Prior to the start of the next Strategy & Design agenda item, the Remedyforce Consultant will schedule a configuration review with you (typically the next morning). The configuration review allows you to provide valuable feedback on implementation of the Remedyforce solution. This Strategy & Design and Configure process will continue iteratively until all user stories for the sprint have been configured. The schedule below illustrates a typical day within the sprint: 8:00 AM Daily Scrum Meeting 8:15 AM 12:00 PM - Remedyforce Consultant begins Strategy & Design workshops with you, capturing requirements in Planning Workbook. The Remedyforce Consultant will adjust customer validation criteria for user stories as needed 12:00 PM Lunch Hour 1:00 PM 5:00 PM - Remedyforce Consultant will configure Remedyforce in Sandbox environment. This begins Iteration 1, which will be handed off to your team to test according to validation criteria associated with the user stories. The next day and the next Work continues according to the same pattern until all user stories in the backlog are configured and iteration has been tested by your project team. After all user stories for the sprint have been configured and the Remedyforce Consultant has completed unit tests to ensure all configurations are functioning as expected, your project team can begin performing User Functional Validation of Remedyforce. The Remedyforce Consultant will remain engaged during User Functional Validation to provide support and resolution of issues identified to enable sign-off. The gate for moving to the next Go-Live Deployment & Assistance stage is your written approval to promote the configurations from the sandbox to production. PAGE 7 OF 12 Copyright BMC Software, Inc. 2015

10 Go-Live Deployment & Assistance The last stage of the Remedyforce Agile Hybrid sprint is Go-Live Deployment & Assistance. During this stage, you will be responsible for creating training materials and training staff users. Training of the staff and/or client users typically occurs in the sandbox. Training of users should occur after completion of User Functional Validation. To make the move from the sandbox to production a seamless experience, the Remedyforce Consultant will work closely with you to manage the go-live event. During this stage, the Remedyforce Consultant will be responsible for promoting all changes from sandbox to production. After the configurations have been promoted to production, your project team will validate the production environment. Upon validation of the production environment, the Remedyforce Project Manager and Remedyforce Consultant will work with you to successfully go-live with Remedyforce. After the completion of each sprint, the Remedyforce Project Manager will work with the Customer Program Manager to schedule a Retrospective. During the Retrospective, the cross-functional project team will discuss the following: What did we do well? What did we learn? What should we do differently next time? What still puzzles us? The results of the Retrospective will allow the cross-functional project team to reprioritize user stories for the next sprint (if necessary) and improve delivery of future sprints/releases. Upon completion of the Retrospective, the Remedyforce Project Manager will coordinate next steps with you. Next steps could include moving to the next sprint or moving to the final Remedyforce Agile Hybrid stage. Operational Support The gate for the final stage Operational Support of the Remedyforce Agile Hybrid Methodology is completion of all Sprints and all go-live events. During the final stage of Operational Support the Remedyforce Consultant will provide you with additional operational assistance (if purchased). At the completion of the Remedyforce Onboarding project, the Remedyforce Project Manager will lead an official project closeout with your project team. During the project closeout meeting the results of the project will be reviewed, Remedyforce support and Community will be reviewed and you will be introduced to the BMC Remedyforce Business Relationship Manager. Transition to long term success is effected with hand-off to the BMC Remedyforce Business Relationship Manager. PAGE 8 OF 12 Copyright BMC Software, Inc. 2015

11 In Summary Using an Agile-Hybrid approach, the Remedyforce Onboarding team is able to deliver services quickly and more effectively. Benefits of following the include: Less Rigid / More Flexible than Waterfall o At the beginning of each sprint we will work together to prioritize the product backlog and identify user stories to be delivered in the sprint. While certified Remedyforce experts will focus on the agreed upon user stories during each sprint, there is an opportunity for you to refine and reprioritize the product backlog during the sprint. Flexibility to add, remove and/or change priorities ensures Remedyforce meets your business needs at the end of each sprint. Improved Delivery Quality and Increased Customer Satisfaction o During each sprint the entire project team will collaborate together on requirements and configuration. The combination of team collaboration along with daily scrum meetings allows you to provide feedback prior to the start of user acceptance testing. All of these factors promote improved delivery quality and ultimately increased customer satisfaction. Reduces Risk o The relies on active participation by you to prevent any misunderstandings during the delivery cycle. Daily scrum meetings allow us to demonstrate what we accomplished on the previous day ensuring that requirements (user stories) are effectively comprehended, implemented and are meeting your needs. Faster Time to Value o Leveraging Smart Practices from our Summer 15 release along with the iterative delivery approach, you will begin realizing the benefits of Remedyforce in a matter of weeks. The Remedyforce Onboarding team is excited to work with you to deliver the highest quality Remedyforce solution! Hopefully this document has helped to answer some of your most pressing questions, but you can always get more information by visiting us at the BMC Remedyforce User Community at: bmc.com/communities. PAGE 9 OF 12 Copyright BMC Software, Inc. 2015

12 BMC delivers software solutions that help IT transform digital enterprises for the ultimate competitive business advantage. We have worked with thousands of leading companies to create and deliver powerful IT management services. From mainframe to cloud to mobile, we pair high-speed digital innovation with robust IT industrialization allowing our customers to provide amazing user experiences with optimized IT performance, cost, compliance, and productivity. We believe that technology is the heart of every business, and that IT drives business to the digital age. BMC Bring IT to Life.