Change management process using HP FRMS2 tool; SINGTEL, Singapore

Abstract

My Internship at SingTel was related to Change Management. SingTel GTAC team is implementing a new system to track the issues raised from the-customers: 'fheytook help' from HP in implementing the new system known as FRMS2 (Fault Reporting Management System). I was a member of the team which developed the whole system and process flow for this new tool. Its objective was to use standardized processes to efficiently handle all the necessary changes required in order to minimize the number and impact of incidents upon a service. In this framework, Change Management is responsible for controlling changes to all configurable items present in the database. A standardized process and system were required in producing a more efficient manner of managing these Changes. These will consist of processes which are smoother, easier to comprehend and possess the capabilities to produce reports having statistical significance. HP FRMS2 tool is advanced version of the tool which satisfies the above criteria. My job was primarily to interact with the directors of different teams involved and collect the relevant information. All the information collected was synchronized to the process developed by HP. We looked for the SingTel's context and tried to make the process smooth and more helpful to all stakeholders of SingTel. We developed a comprehensive document with versiarr control for all the users of FRMS2 with all the specifications of the new process. Each sub topic is well explained with the help of flow diagrams prepared using Microsoft Visio tooL The mission was to control and manage changes that affect the IT Infrastructure or any aspect of IT services while minimizing the risk of disruption to services. Change Management controls and manages the implementation of changes to the IT InfrastruetlH'e by authorizing and reviewing Change Requests. The Change Management process aims to make the handling of changes more efficient and to eliminate the flaws of the previous process. With the use of the new HP FRMS2 tool, Change Management was one step further in technological advancement, allowing the Corporate IP Services group to adhere to ITIL practices and guidelines. It will use standardized methods and procedures which will lead to effective and timely handling of all changes, resulting in the optimization of overall business performance. Overall, this project on Change Management at SingTel gave me an opportunity to interact with the middle and senior management people on my own. It gave me full freedom to come up with new ideas and implement it. I was made an integral part of the team where we used to interact with HP continuously. Developing a new process from scratch was indeed a true., learning experience. The project was also special in the scenario as I was working with people from different nationalities and cultures. It gave me an opportunity to work in an . alien environment and learning different cultures. Overall it is an experience where I see myself growing with various skills on both personal and professional level.