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Optimize Change Management

Right-size your change management process.

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Contributors

  • Jeff Fournie, Project Lead, Enbridge Gas
  • Dian Zhang Cui, Senior Advisor, Network Operations and Software Services, Alberta Energy Regulator
  • Aderemi Ajagbe, System Architect, Visa
  • Peter Chang, Infrastructure Manager, Alberta Energy Regulator (ret.)
  • Infrastructure managers and change managers need to re-evaluate their change management process due to slow change turnaround time, too many unauthorized changes, too many incidents and outages because of poorly managed changes, or difficulty evaluating and prioritizing changes.
  • IT system owners often resist change management because they see it as slow and bureaucratic.
  • Infrastructure changes are often seen as different from application changes, and two (or more) processes may exist.

Our Advice

Critical Insight

  • ITIL provides a usable framework for change management, but full process rigor is not appropriate for every change request.
  • You need to design a process that is flexible enough to meet the demand for change, and strict enough to protect the live environment from change-related incidents.
  • A mature change management process will minimize review and approval activity. Counterintuitively, with experience in implementing changes, risk levels decline to a point where most changes are “preapproved.”

Impact and Result

  • Create a unified change management process that reduces risk and is balanced in its approach toward deploying changes while also maintaining throughput of innovation and enhancements.
  • Categorize changes based on an industry-standard risk model with objective measures of impact and likelihood.
  • Establish and empower a change manager and change advisory board with the authority to manage, approve, and prioritize changes.
  • Integrate a configuration management database with the change management process to identify dependencies.

Research & Tools

Start here – read the Executive Brief

Read our concise Executive Brief to find out why you should optimize change management, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.

1. Form strategy

Assess the maturity of existing change management processes and define the scope of change management for your organization.

2. Build core processes

Build your change management team and standardized process workflows for each type of change.

3. Build support processes

Book-end your change management process by standardizing the change intake and change implementation.

4. Build implementation plan

Form an implementation plan for the project, including a communication plan, roadmap, and metrics evaluation.

Guided Implementations

This guided implementation is an eleven call advisory process.

Guided Implementation #1 - Strategize

Call #1 - Introduce change concepts
Call #2 - Assess maturity
Call #3 - Review roles & responsibilities

Guided Implementation #2 - Build intake process

Call #1 - Define changes
Call #2 - Build risk assessment scheme
Call #3 - Define change intake process

Guided Implementation #3 - Build core processes

Call #1 - Review core change processes
Call #2 - Review emergency change processes
Call #3 - Create post-implementation review checklist

Guided Implementation #4 - Plan implementation

Call #1 - Review metrics
Call #2 - Create roadmap

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Change Management

Let your battle with change-related incidents begin!
This course makes up part of the Infrastructure & Operations Certificate.

Course information:

  • Title: Change Management
  • Number of Course Modules: 5
  • Estimated Time to Complete: 2-2.5 hours
  • Featured Analysts:
  • Benedict Chang, Research Specialist, Infrastructure
  • Allison Kinnaird, Research Director, Infrastructure
  • Now Playing: Academy: Change Management | Executive Brief

Onsite Workshop

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Onsite workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost onsite delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.

Module 1: Assess Maturity and Determine Gaps

The Purpose

Discuss existing challenges and maturity of change management processes.

Key Benefits Achieved

Understand starting point for change management and define the scope of change management.

Activities

Outputs

1.1

Outline strengths and challenges.

1.2

Conduct maturity assessment.

  • Change Management Maturity Assessment
1.3

Build categorization scheme.

1.4

Build risk assessment matrix.

  • Change Management Risk Assessment Tool

Module 2: Build Core Processes

The Purpose

  • Define roles and responsibilities for the change management team.
  • Develop standardized change management processes for approved changes, including process workflows.

Key Benefits Achieved

  • Built the team to support new change management process.
  • Formalized and right-sized change management processes for each change category to ensure all changes follow the correct process and core activities to ensure change success are completed.

Activities

Outputs

2.1

Determine change team roles and responsibilities.

  • RACI chart
2.2

Define change manager role.

  • Change Manager Job Description
2.3

Outline CAB protocol.

  • Change Advisory Board Charter
2.4

Build normal, emergency, and pre-approved change processes.

  • Change Workflow Library

Module 3: Build Support Processes

The Purpose

  • Create a new change intake process including a new request for change (RFC) form.
  • Develop post-implementation review activities to be completed for every IT change.

Key Benefits Achieved

  • Book-end your change management process by standardizing the change intake and change implementation.

Activities

Outputs

3.1

Build RFC template.

  • RFC Form Template
3.2

Create change intake process.

  • Change Intake Process
3.3

Determine post-implementation review activities.

  • Post-implementation review process

Module 4: Build Implementation Plan

The Purpose

  • Develop a plan and project roadmap for reaching target change management program maturity.
  • Develop a communications plan to ensure successful adoption of the new program.

Key Benefits Achieved

  • Build a plan for tracking and managing changes and change metrics.
  • Create a plan for targeted communications to key stakeholders, and build a project roadmap to manage the implementation of all identified tasks.

Activities

Outputs

4.1

Identify metrics and reports.

  • Change Management Metrics Tool
4.2

Build change calendar.

4.3

Create communication plan.

  • Communication Plan and Executive Presentation
4.4

Build implementation roadmap.

  • Change Management Roadmap

Member Testimonials

Unlock Sample Research

After each Info-Tech experience, we ask our members to quantify the real time savings, monetary impact, and project improvements our research helped them achieve. See our top member experiences for this Blueprint, and what our clients have to say.

Client

Experience

Impact

$ Saved

Days Saved

Gainesville Regional Utilities

Workshop

10/10

$31,405

115

Oregon Youth Authority

Guided Implementation

10/10

$12,562

10

Municipality of Chatham-Kent

Workshop

9/10

N/A

20

Derivco

Guided Implementation

9/10

$12,562

5

SF Fire Credit Union

Guided Implementation

10/10

$2,261

10

The MathWorks, Inc.

Workshop

8/10

N/A

10

Monroe #1 BOCES

Workshop

10/10

$63,880

100

Town Of Marana

Guided Implementation

10/10

$20,099

120

Dentons Canada LLP

Workshop

10/10

N/A

29

Hensel Phelps

Guided Implementation

10/10

$10,049

10

DynalifeDX

Workshop

10/10

N/A

20

Alabama Department of Environmental Management

Guided Implementation

10/10

N/A

20

The University of Texas at San Antonio

Guided Implementation

8/10

$62,810

50

IT Consultant

Guided Implementation

10/10

$25,000

12

State of Hawaii

Workshop

10/10

$63,667

N/A

Autolus Limited

Guided Implementation

10/10

$59,669

32

Trinidad and Tobago Unit Trust Corporation

Guided Implementation

10/10

N/A

10

United Bank

Guided Implementation

10/10

$12,562

10

Amicus Therapeutics

Workshop

10/10

N/A

N/A

Jet Support Services, Inc.

Guided Implementation

10/10

N/A

N/A

Summit Healthcare

Guided Implementation

10/10

$38,226

18

ISG Central Services Ltd.

Guided Implementation

10/10

N/A

N/A

Federated Co-operatives Limited

Guided Implementation

9/10

$25,000

50

Oregon Youth Authority

Workshop

10/10

$10,049

32

Office of the Attorney General

Workshop

10/10

$2,546

50

AAA Club Alliance, Inc

Guided Implementation

8/10

N/A

N/A

The Ultimate Software Group Inc

Guided Implementation

10/10

$8,913

7

Town Of Whitby

Workshop

10/10

$5,000

10

Akin Gump Strauss Hauer & Feld LLP

Guided Implementation

9/10

N/A

5

Psac

Guided Implementation

8/10

N/A

N/A

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