Sallie Mae Evolves Effective Change and Service Management: Setting a Baseline First to Establish Key Benefits

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
  • Actions to Consider
• 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