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Optimize Change Management

Turn and face the change with a right-sized change management process.

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Your Challenge

  • 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 takes a balanced 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.
  • Establish easy-to-follow intake, assessment, and approval processes, and ensure that there is visibility into changes across the organization.

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 build your change management team.

2. Build intake process

Build a change categorization and prioritization scheme and define a process for requests for change.

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

Info-Tech Academy

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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:
  • Michel Hebert, Research Director, Infrastructure Practice
  • Natalie Sansone, Research Manager, Infrastructure Practice
  • Now Playing: Academy: Change Management | Executive Brief

Onsite Workshop

Discuss This Workshop

Book Your Workshop

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.
  • Define roles and responsibilities.

Key Benefits Achieved

  • Understand starting point for change management and build a team to support new change management processes.




Outline challenges.


Conduct maturity assessment.

  • Change Management Maturity Assessment

Determine change team roles & responsibilities.

  • RACI Chart

Define change manager role.

  • Change Manager Job Description

Outline CAB protocol.

  • Change Advisory Board Charter

Module 2: Build Intake Process

The Purpose

  • Build a risk assessment process for incoming changes.
  • Create a new change intake process including a new Request for Change (RFC) form.

Key Benefits Achieved

  • Standardized process for requesting changes and evaluating and prioritizing incoming changes according to risk.




Build categorization scheme.


Build risk assessment matrix.

  • Change Management Risk Assessment Tool

Create RFC template.

  • RFC Form Template

Create RFC process.

  • Change Intake Process

Module 3: Build Core Change Process

The Purpose

  • Develop standardized change management processes for approved changes, including process workflows.
  • Determine post-implementation review activities to be completed.

Key Benefits Achieved

  • 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.




Build normal change process.

  • Normal Change Process

Build emergency change process.

  • Emergency Change Process

Build pre-approved change process.

  • Pre-approved Change Process

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.




Identify metrics and reports.

  • Change Management Metrics Tool

Build change calendar.


Create communication plan.

  • Communication Plan and Executive Presentation

Build implementation roadmap.

  • Change Management Roadmap

Member Testimonials

Schedule Analyst Call

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.


$ Saved

Days Saved


Apple Federal Credit Union



The Change Management workshop isn't just about the theory or the concepts that you can find in a book. Info-Tech facilitators really pull out from participants the essence of their challenges, and put a process in place that gives you some sanity, boundaries, and guidelines on how to work together. The facilitators help transform the program to face and manage your challenges, improving operations and collaboration among different departments.

Farm Credit Services Central IL



Fernco Inc.



Dollar value impact - too soon to tell

KapStone Paper and Packaging Corporation



We now have the basis for a good change management process and sold it to IT leadership. There was nothing negative around the Info-Tech workshop.


Facilitator(s) effectiveness

INFO & materials effectiveness

Overall experience

Understanding of next steps


Kansas City Power & Light-IT Division





Sault Area Hospital