> Continuous Process Improvement > Change Management > BMC Helix ITSM

Improve Your Change Management

Streamline Change Management in BMC Helix ITSM, 6-step guide.
Download Data Template
Improve Your Change Management
Challenges (12) Goals (12) 6 Steps Preview Outcomes Data FAQs (4)

Optimize Change Management in BMC Helix ITSM for Faster, Compliant Releases

Our platform helps you uncover hidden inefficiencies in your change management process. Easily identify bottlenecks, understand approval delays, and pinpoint resource conflicts that slow down your operations. Track deviations from established policies to ensure compliance and reduce risks. Implement practical improvements to accelerate deployments and achieve smoother operations.

Download our pre-configured data template and address common challenges to reach your efficiency goals. Follow our six-step improvement plan and consult the Data Template Guide to transform your operations.

Show detailed description

Why Optimize Change Management in BMC Helix ITSM?

Change Management is the backbone of stable IT operations, ensuring that modifications to your services and infrastructure are introduced smoothly and with minimal disruption. In a complex environment powered by BMC Helix ITSM, effective Change Management is crucial for maintaining service reliability, enhancing security, and accelerating the delivery of new features or critical updates. However, managing change can often become a source of frustration, leading to approval backlogs, unexpected service outages, and compliance violations. Inefficient processes within your BMC Helix ITSM environment can directly impact your organization's agility, increase operational costs, and even damage your reputation. Understanding the true flow of changes, from "Change Request Created" to "Change Closed", is the first step toward transforming your IT service delivery.

How Process Mining Unlocks Change Management Efficiency

Process mining offers a unique, data-driven lens into your BMC Helix ITSM Change Management process, moving beyond subjective reports to show you the actual journey each change request takes. By analyzing event logs from your BMC Helix ITSM system, specifically data from forms like CHG:Change, CHG:Task, and CHG:Activity, process mining reconstructs the complete end-to-end process flow. This allows you to visually identify where change requests get stuck, which approval steps cause the most delays, or if specific teams consistently struggle with implementation. You can pinpoint bottlenecks in your approval workflows, such as excessive handoffs or specific approver groups becoming chokepoints. Furthermore, process mining helps you uncover deviations from your defined change policies, revealing instances where risk assessments are skipped or testing phases are circumvented. This deep analytical capability is essential for any organization looking to reduce Change Management cycle time and improve overall process compliance.

Key Improvement Areas Identified Through Process Mining

Leveraging process mining on your BMC Helix ITSM Change Management data can highlight several critical areas for improvement:

  • Streamlined Approvals: Identify which approval steps or groups are causing the longest delays. You can then re-evaluate approval matrixes, automate certain low-risk changes, or provide targeted training to reduce approval cycle times.
  • Reduced Rework and Failures: By tracing the paths of failed or re-opened changes, you can uncover common root causes such as insufficient impact analysis, poor implementation planning, or inadequate testing. This insight allows you to implement preventative measures and improve change success rates.
  • Optimized Resource Allocation: Understand the workload distribution across different implementation teams and resource types. This helps you identify over-utilized or under-utilized resources, leading to better capacity planning and more efficient task assignments.
  • Enhanced Compliance and Risk Mitigation: Automatically detect instances where changes deviate from established policies, for example, changes implemented without proper risk assessment or unauthorized modifications. This enables proactive compliance enforcement and significantly reduces change-related risks.
  • Accelerated Cycle Time: Pinpoint the exact activities and transitions that contribute most to lengthy change request cycle times, enabling you to focus your optimization efforts where they will have the greatest impact.

Expected Outcomes of Optimizing Your Change Management Process

Implementing process mining for your BMC Helix ITSM Change Management can yield substantial, measurable benefits for your organization. You can expect to see a significant reduction in your overall Change Management cycle time, leading to faster deployment of critical updates and new services. This translates directly into improved service stability and higher customer satisfaction. Furthermore, by ensuring stricter adherence to change policies, you will enhance your regulatory compliance posture and drastically lower the risk of service disruptions and security incidents. Improved resource utilization will lead to cost savings and more efficient operations. Ultimately, this approach empowers you to foster a culture of continuous improvement, where every change contributes positively to your IT landscape.

Ready to Transform Your Change Management?

Discover the hidden inefficiencies and untapped potential within your BMC Helix ITSM Change Management process. Our specialized approach provides you with the insights needed to make data-driven decisions, reduce change-related risks, and accelerate your path to more agile and compliant IT operations. Begin your journey toward a truly optimized Change Management process today.

Change Management ITSM Changes Release Management IT Operations Compliance Auditing Risk Reduction Process Efficiency Service Delivery

Common Problems & Challenges

Identify which challenges are impacting you

Long approval cycles often cause significant delays in deploying critical changes, impacting service delivery and time-to-market for new features. These holdups can lead to missed deadlines and increased operational costs, frustrating both IT teams and business stakeholders.
ProcessMind analyzes event logs from BMC Helix ITSM to pinpoint exactly which approval stages or groups are causing the most significant delays. By visualizing approval flow and identifying common rework loops, it helps optimize approval matrices and accelerate change implementation.

Changes frequently deviate from the established, approved workflows, introducing inconsistencies and increasing risk. Such deviations can lead to errors, security vulnerabilities, and make auditing difficult, undermining the integrity of your Change Management process.
ProcessMind maps the actual end-to-end flow of changes in BMC Helix ITSM, revealing all direct and indirect deviations from the intended process model. This enables identification of unauthorized shortcuts or common workarounds, allowing you to enforce standard operating procedures and reduce operational risk.

Failing to adhere to regulatory requirements or internal policies during change implementation exposes the organization to significant audit risks and potential penalties. Lack of visibility into compliance status across all changes makes it difficult to prove due diligence.
ProcessMind provides an auditable trail of every change activity within BMC Helix ITSM, comparing actual execution against predefined compliance rules and policies. It highlights specific instances where compliance checks were skipped or incomplete, ensuring robust governance for Change Management.

A high volume of emergency changes indicates underlying issues in planning, incident management, or release processes, leading to increased risk and resource strain. Emergency changes often bypass standard review processes, raising the likelihood of unintended service disruptions.
ProcessMind quantifies the frequency and impact of emergency changes by analyzing their specific process paths in BMC Helix ITSM. It helps uncover root causes, such as recurring incidents or inadequate testing in previous stages, allowing you to proactively reduce their occurrence and stabilize operations.

Poorly executed or inadequately tested changes frequently result in incidents, outages, and negative impacts on critical business services. This directly affects user satisfaction and can lead to significant financial losses and reputational damage.
ProcessMind traces the entire lifecycle of changes in BMC Helix ITSM, correlating specific changes with subsequent incidents or performance degradation. By identifying patterns and common failure points in the Change Management process, it helps prevent future service disruptions and improves overall service stability.

Misaligned or overloaded resources during change implementation lead to delays, burnout, and suboptimal use of skilled personnel. This inefficiency can inflate costs and hinder the organization's ability to deliver changes promptly and effectively.
ProcessMind visualizes resource utilization across different change activities and teams within BMC Helix ITSM, highlighting overloaded resources or idle periods. This insight supports better planning and workload balancing, ensuring that the right resources are available at the right time for Change Management.

The overall time taken from change request initiation to successful implementation is excessively long, delaying value delivery and impacting business agility. Extended cycles tie up resources and prevent quicker iteration and improvement.
ProcessMind provides a comprehensive view of end-to-end cycle times for changes in BMC Helix ITSM, breaking down durations for each activity and handoff. It helps identify specific stages or transitions that contribute most to delays, enabling targeted optimization to accelerate the Change Management process.

Stakeholders often lack real-time insight into the status and progress of ongoing changes, leading to frustration, uncertainty, and frequent manual status updates. This absence of transparency impedes effective decision-making and coordination.
ProcessMind visualizes the real-time journey of every change request through BMC Helix ITSM, showing its current status, activity history, and upcoming steps. This provides complete transparency for all stakeholders, eliminating guesswork and improving communication across the Change Management lifecycle.

Changes frequently require reassessments or repeated steps because initial risk or impact analyses were incomplete or inaccurate. This iterative rework consumes valuable time and resources, prolonging the change lifecycle unnecessarily.
ProcessMind identifies instances where changes re-enter assessment or review stages in BMC Helix ITSM, indicating issues with upfront quality. By analyzing preceding activities and attributes, it uncovers common causes of incomplete assessments, allowing for stronger front-loading in Change Management.

Post-implementation reviews are often superficial, skipped, or fail to capture meaningful lessons learned, leading to recurring issues and missed improvement opportunities. This prevents continuous improvement of the Change Management process.
ProcessMind tracks the execution and completeness of post-implementation review activities within BMC Helix ITSM, identifying patterns where reviews are consistently delayed, abbreviated, or omitted. It helps ensure robust review processes, fostering a culture of learning and continuous optimization for Change Management.

Suboptimal workflows, excessive manual interventions, and prolonged change cycles directly contribute to inflated operational costs within Change Management. These hidden expenses erode budget and impact the overall financial health of IT operations.
ProcessMind quantifies the financial impact of process inefficiencies by analyzing cycle times, rework, and resource utilization data from BMC Helix ITSM. It reveals where costs are accumulating unnecessarily, providing actionable insights to reduce the total cost of ownership for Change Management processes.

The testing or validation stages often become bottlenecks, significantly extending the overall time required to deploy changes. These delays can stem from resource unavailability, unclear requirements, or inefficient handoffs, impacting service readiness.
ProcessMind precisely identifies where delays occur within the testing and validation activities of your BMC Helix ITSM Change Management process. It highlights specific queues, resource constraints, or preceding activities that contribute to these hold-ups, enabling targeted improvements to accelerate deployment.

Typical Goals

Define what success looks like

Long approval cycles often delay critical updates and releases, impacting agility and time-to-market. Reducing these delays ensures faster deployment of value.ProcessMind analyzes your BMC Helix ITSM Change Management data to pinpoint exact bottlenecks in the approval chain, identifying roles or groups causing delays and potential non-compliant approval paths. It helps you measure and reduce average approval times by identifying inefficient steps.

Deviations from standard change processes can lead to errors, compliance issues, and unpredictable outcomes. Ensuring a consistent workflow reduces risk and improves operational predictability.ProcessMind automatically discovers the actual process paths taken by changes in BMC Helix ITSM. It visually highlights all deviations from your defined standard operating procedures, enabling you to enforce consistent, compliant workflows and eliminate ad-hoc practices.

Maintaining strict compliance with internal policies and external regulations is crucial in Change Management. Gaps in execution can result in significant audit findings and service instability.ProcessMind provides a comprehensive audit trail of every change, identifying activities or steps that violate compliance rules within your BMC Helix ITSM data. It helps you monitor adherence to regulatory requirements and internal governance.

A high volume of emergency changes often indicates underlying issues in planning or proactive problem management. Reducing these helps move towards a more controlled, planned change environment.ProcessMind helps analyze the root causes of emergency changes within BMC Helix ITSM, linking them back to preceding incidents or inadequate planning phases. This enables you to implement proactive strategies to minimize their occurrence.

The time taken to implement a change directly impacts the delivery of new features and fixes. Optimizing this duration means value reaches users faster.ProcessMind provides detailed insights into the time spent in each implementation phase for Change Management, identifying specific activities or handoffs that contribute to delays in BMC Helix ITSM. It helps streamline the actual deployment process.

Unintended service disruptions following changes can severely impact business operations and customer satisfaction. Reducing these impacts is vital for service stability.ProcessMind analyzes the correlation between executed changes in BMC Helix ITSM and subsequent incidents or service degradations. It helps refine risk assessment and improve pre-change planning to prevent adverse outcomes.

Inefficient allocation of staff and other resources during Change Management can lead to project delays or underutilized capacity, increasing operational costs.ProcessMind reveals resource bottlenecks and idle times across different teams and roles involved in BMC Helix ITSM changes. This insight allows you to reallocate resources effectively, ensuring optimal staffing and preventing overload.

A lack of clear, up-to-date information on change progress hinders decision-making and stakeholder communication, leading to uncertainty and delays.ProcessMind reconstructs the complete end-to-end journey of every change request in BMC Helix ITSM, showing its current status and identifying potential future delays. This provides unprecedented transparency into your Change Management process.

Rework due to insufficient initial assessments or planning wastes time, increases costs, and can delay the entire change rollout. Minimizing it improves efficiency.ProcessMind identifies patterns where changes in BMC Helix ITSM frequently loop back to earlier assessment or planning stages. It highlights gaps in upfront analysis, allowing you to strengthen initial evaluations and reduce costly iterations.

Effective post-implementation reviews are crucial for continuous improvement and learning from past changes. Ineffective reviews miss opportunities to prevent future issues.ProcessMind analyzes the execution and timeliness of post-implementation review activities within BMC Helix ITSM Change Management. It helps identify if reviews are being conducted thoroughly and if lessons learned are being integrated into future change planning.

Inefficient processes, rework, and prolonged cycle times significantly inflate the overall cost of managing changes, impacting IT budgets.ProcessMind identifies wasteful activities, unnecessary handoffs, and prolonged waiting times in your BMC Helix ITSM Change Management process that contribute to higher operational expenses. Optimizing these areas can lead to substantial cost savings.

Delays in testing and validation stages can significantly prolong the overall change delivery timeline, impacting release schedules and time-to-value.ProcessMind analyzes the duration and activities within the testing and validation phases of your BMC Helix ITSM changes. It uncovers bottlenecks, repeated testing cycles, or excessive waiting times that can be optimized to speed up deployment.

The 6-Step Improvement Path for Change Management

1

Download the Template
2

Export Your Change Data
3

Upload Your Dataset
4

Analyze Your Change Process
5

Implement Improvements
6

Monitor Your Process
1

Download the Template

What to do

Get the Excel template specifically designed for Change Management process data. This template ensures your data is structured correctly for analysis.

View Data Template Guide Download Template
Why it matters

A standardized template simplifies data preparation, reducing errors and ensuring that all necessary information is captured for comprehensive process analysis.

Expected outcome

A ready-to-fill Excel template for Change Management process data.

YOUR PROCESS INSIGHTS

Uncover Hidden Delays in Your Change Process

ProcessMind reveals the true flow of your Change Management, exposing every delay and deviation. Visualize your actual operations to pinpoint improvement areas and streamline deployments.
  • Visualize actual change process flows
  • Pinpoint exact approval bottlenecks
  • Track policy deviations and compliance risks
  • Identify opportunities to accelerate deployments
Discover your actual process flow
Discover your actual process flow
Identify bottlenecks and delays
Identify bottlenecks and delays
Analyze process variants
Analyze process variants
Design your optimized process
Design your optimized process

TYPICAL OUTCOMES

Achieving Operational Excellence in Change Management

These outcomes highlight the tangible improvements organizations achieve by applying process mining to their Change Management data within BMC Helix ITSM. By analyzing real-world Change Request IDs, businesses gain insights to streamline workflows and enhance efficiency.

0 % faster
Quicker Change Approvals

Average reduction in approval time

Streamline decision-making processes by identifying and removing bottlenecks in the change approval workflow, accelerating critical changes to production.
0 % higher
Improved Process Adherence

Increase in standard process conformance

Ensure changes follow defined policies and procedures, reducing non-compliant activities and strengthening governance across all change requests.
0 % fewer
Reduced Emergency Changes

Decrease in reactive changes

Gain insights into the root causes of emergency changes, enabling proactive planning and scheduling to minimize disruptions and enhance service stability.
0 % less
Less Change Rework

Reduction in re-opened changes

Pinpoint areas where initial assessments are incomplete or planning is inadequate, drastically cutting down the need for changes to return to earlier stages.
0 % faster
Faster Implementations

Average reduction in implementation time

Optimize the entire change implementation lifecycle, from scheduling to verification, to deliver changes faster and reduce associated operational costs.
0 % lower
Fewer Service Incidents

Decrease in change-induced disruptions

Identify risky change patterns and improve pre-implementation validation to significantly reduce the number of service incidents directly caused by changes.

Results vary based on process complexity, data quality, and specific organizational context. These figures represent typical improvements observed across various implementations.

FAQs

Frequently asked questions

Process mining analyzes your Change Request ID data to visualize the actual flow of changes. It identifies bottlenecks, uncovers non-standard paths, and highlights compliance gaps, helping you accelerate approvals and standardize workflows. This leads to more efficient resource allocation and faster implementation cycles, ultimately reducing rework and service disruptions.

To start, you will need event logs related to your Change Requests from BMC Helix ITSM. Key data points include the Change Request ID as the case identifier, activity names, and timestamps for each activity. Information on the responsible user or group is also highly beneficial for analyzing resource allocation and team performance.

You can expect significant improvements like accelerated change approval cycle times and reduced emergency change volumes. Process mining also leads to enhanced compliance, minimized change-induced service impacts, and lower operational costs due to identified inefficiencies. Many organizations achieve better resource utilization and improved real-time visibility into change progress, making the process more predictable and effective.

You will primarily need access to your BMC Helix ITSM system to extract the relevant Change Management data. The process mining solution itself handles the analytical heavy lifting, often delivered as a cloud-based service, requiring only a standard web browser for access. No complex on-premise software installation is typically necessary for our platform.

Data extraction typically involves using BMC Helix ITSM's built-in reporting features, direct database queries, or integration tools. We guide you on identifying the relevant tables and fields, such as CHG:Infrastructure Change, to ensure all required event log attributes are captured. The primary goal is to obtain a complete, chronological sequence of events for every change request.

The initial setup, including data extraction and model creation, can typically be completed within a few weeks, depending on data availability and complexity. You can often see preliminary insights and identify immediate improvement opportunities within the first month of analysis. Continuous monitoring then provides ongoing optimization suggestions, allowing for sustained process improvement.

While process mining involves advanced analytics, modern tools streamline much of the complexity. Our approach simplifies the setup by focusing on your specific Change Management data from BMC Helix ITSM. We provide expert guidance, minimizing the need for extensive in-house technical skills beyond basic data access and understanding of your process.

It is common for real-world data to have inconsistencies, and process mining tools are designed to handle this. They often reveal data quality issues themselves, which is a valuable insight for improving data governance. We work with you to clean and transform the data, ensuring reliable analysis even with initial imperfections.

Optimize Your Change Management Now and Stop Disruptions

Boost your change success rate to 95% and avoid costly service disruptions.

Start Your Free Trial

No credit card required. Setup takes minutes.