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Overview
In the first article we examined the change management challenges that are introduced by managing
change to ERP software. Packaged applications for Enterprise Resource Planning (ERP) are a
strategic asset in all organizations. They provide the backbone for day-to-day business and e-commerce
applications, but are rarely used out-of-the box. Many compare an ERP installation to rewiring a
nervous system. With this in mind, I began my search for a best of breed solution to the common
change management challenges of ERP applications; there were some common capabilities that were
considered to be critical evaluation criteria. The features I was interested in were capabilities to manage
the complexity of these applications, automate repetitive and time-consuming change events, as well as
features to support analysis of changes, regardless of the source of change.
Advances in complex ERP applications, such as multi-tiered ACM vs. Traditional
architectures, have extended beyond the capabilities of most Change Management
conventional version management and configuration management
tools. Consequently, new ERP Change Management tools have To differentiate these new
evolved out of necessity to address the demands associated with capabilities from the broader and
patches, and analyze the impact of changes before changes are more traditional Change
applied in production. Without these capabilities, many IT Management concepts, we focused
infrastructures simply can't support projects as complex as ERP. on a subset of CM functions we
considered essential to managing
ERP applications are a target-rich environment for Application change to Enterprise-class
Change Management (ACM) case studies. When I began the process applications. Accordingly, I
addressed this CM subset as
of evaluating ACM tools for ERP applications, I was amazed at the
Application Change Management
complexity of the average applications environment vs. the typical (ACM), and defined some
level of automation/tools used to manage the complexity of these fundamental capabilities needed to
environments. For the most part, Application managers have either implement an optimal ACM
had a bad experience with tools, or assume that most of their change framework for Enterprise
management issues simply cannot be addressed by tools or Applications. This quest for an
automation. In this article, I have defined ACM tool evaluation ACM framework would identify
criteria, explored some of the ACM implementation issues for tools that would equip any apps
Oracle’s ERP applications, as well as provide some lessons learned. support group with capabilities to
analyze and process change much
faster, and with greater accuracy.
C H A N G E M A N A G E M E N T : E V A L U A T I N G C M T O O L S T O I M P L E M E N T A
S U C C E S S F U L E R P A P P L I C A T I O N C M S T R A T E G Y .
When ERP applications, or other large package applications are introduced, a number of new Change
Management issues are encountered that are associated with maintaining and reconciling custom and
packaged applications (i.e., ERP, SCM, CRM, etc.).
Large patches (or family packs) can affect many modules, not just the modules where the fix is desired.
It is almost impossible to isolate changes to prevent unexpected consequences. As a result, extensive
regression testing is used to validate even seemingly minor changes. Also, it is not unusual for the
finance, manufacturing, or HR to have completely separate testing and instance refresh schedules. The
right Application Change Management strategy can mitigate the project risk that is inherent to these
concurrency issues.
applications, the easier it is for the various application environments to get out of sync and the harder it
is to diagnose and resolve these differences.
The following capabilities are key capabilities of a successful ERP ACM strategy:
1. Automate repetitive processes to reduce the risk associated with human error (code
generation, change documentation, impact analysis).
2. Finding the customizations made by your organization and the changes made by Oracle.
4. Performing impact analysis on your changes to forms, libraries, reports, server code, and
the database.
Local
There are many facets to ACM and consequently
Application New Release /Version ACM tools. One of the common shortcomings of
Customizations
Test Prod ACM initiatives in IT is that they may not
consider the ACM process from start to finish.
Dev ERP applications now challenge IT to view ACM
ERP New
Upgd * Vendor from an enterprise perspective.
Environments Release Software
New Release / / Patch Updates
Patch implementation A number of new software products have
appeared specifically to address many of the
* Apps Upgrade challenges associated ERP applications changes.
Test Environment. One of the more common functions addressed by
these new breed of ERP Change Management
applications is automated promotion &
compilation of application code.
Normally, promoting and generating application code would not present much of a technical challenge.
ERP applications present a much bigger challenge just to manage application dependencies, and process
changes in the correct order based on these dependencies. Some of the key change management
capabilities I identified for ERP applications include (but are not limited to):
To better understand the capabilities of ACM tools, I have developed a matrix that rates capabilities
based on change analysis capabilities and also on automation for common change adaptation and
migration/promotion functions. The following Change Management Matrix provides an overview of
Application Change Management capabilities/functions based on varying ERP and custom application
scenarios. This ACM matrix is used to formulate evaluation criteria for change management
software/utilities:
COPYR I GHT©2003 INTER NEXT G R OUP, LLC 4 O F 8
C H A N G E M A N A G E M E N T : E V A L U A T I N G C M T O O L S T O I M P L E M E N T A
S U C C E S S F U L E R P A P P L I C A T I O N C M S T R A T E G Y .
Congress passed the Sarbanes-Oxley Act last year following the financial scandals at Enron and
WorldCom. The legislation seeks to make companies' accounting procedures more transparent to
investors and regulators. Eight-five percent of 60 companies that responded to the AMR Research
survey said Sarbanes-Oxley will require changes to their IT and application infrastructure. Section
404, which public companies must begin to comply with by the end of the year, pertains to the
certification of financial reporting and controls.
The following key ACM areas/capabilities will have a direct impact on demonstrating IT controls that
support compliance with Sarbanes-Oxley:
If you are responsible for production support, you must begin searching for a needle in a virtual
haystack to identify what has changed, what is affected by the change, and why the change was made.
If you are fortunate enough to have automated change tracking to monitor production changes, this
becomes an academic exercise. Otherwise, the search is on.
•
Developer Dependency Analysis Developer
Functions & Change Doc. Tools Source code management;
•
Impact Release/Build
QA Analysis Bundling Change trace-ability;
Version Control & Promotion
• Maintaining a current Baseline;
•
Promotion Model
Test
Change impact analysis & dependency analysis;
ERP Dev Prod
Environments • Both application & database Change Tracking processes;
Upgd*
Baseline Documentation
• Automated code migration processes;
& Change Monitoring
• Vendor software patch analysis.
Spreadsheets quickly become unwieldy and difficult, if not impossible, to keep current. Invariably, the
issue management process breaks down because it quickly becomes overloaded. Workflow tools
designed for Issue Management & Software Change Requests, like Merant’s Tracker product, are
ideally suited to this problem and satisfy most audit requirements for change traceability.
At the end of the day, ACM is not just a change management protocol, it is part of a larger IT project
controls function. Project managers are now looking at ACM strategies to implement tactical project
controls. Since project change can cause the even the best project plans to unravel, a project manager’s
best defense against this project variable is an effective ACM strategy.
Summary
Change and adaptability have
For a large percentage of ERP customers, ERP implementation was become the central tenets to
their most complicated and costly software project they have surviving in a new and
undertaken. Companies have made big investments in ERP software, unforgiving business landscape.
and leading CEO's now want to see IT contributing more to the bottom IT strategies must mirror these
line - producing higher value at lower cost. Notwithstanding, patches new adaptive demands on the
and new releases create ongoing support and business adaptation business or risk becoming
challenges that can chip away from the returns on ERP investments. another victim to outsourcing.
Unmanaged changes to ERP applications have generated some of the Moreover, ERP applications are
being put to the test in the
most recounted project horror stories. Needless to say, Change
harshest business climate that
Management is becoming the focus of attention in many IT most have witnessed in their
organizations. entire careers. IT managers are
now looking to ACM solve
By equipping IT with the appropriate ACM tools & processes, a more change-related problems and
intelligent and deliberate change framework can be created that allows also prepare for Sarbanes-
IT to facilitate, and in many cases even drive, business process change. Oxley Compliance.