Optimize the Change Management Process

Respond to Business needs faster, with fewer incidents and disruptions.

Onsite Workshop

An ineffective or ad hoc Change Management process can result in:

  • Too many change-related incidents.
  • Slow change turnaround time.
  • Lack of stakeholder buy-in and adherence.
  • Too many unauthorized changes.
  • Too many emergency changes.

Investing in a formal Change Management process will allow IT to:

  • Evaluate changes more accurately.
  • Prioritize and schedule changes effectively.
  • Meet business demand for new functionality.
  • Protect the live environment and reduce service-impacting disruptions.

Module 1: Introduce the Workshop

The Purpose

  • Identify pain points.
  • Define objectives and set expectations.

Key Benefits Achieved

  • Ensure that all stakeholders understand why the change management process is being reviewed and potentially re-designed.
  • Understand the different challenges faced by IT stakeholders.

Activities: Outputs:
1.1 Define workshop objectives.
  • Defined workshop objectives.
1.2 Introduce ITIL Service Management.
  • Understanding of Change Management.
1.3 Identify process challenges.
  • Defined process challenges.
1.4 Identify benefits of new process.
  • Defined benefits of new process.

Module 2: Design Target State

The Purpose

  • Assess current adherence to the Change Management Process.
  • Identify areas of the process that require the most significant improvement.
  • Design a best-practice process for Change Management to be implemented at the organization.

Key Benefits Achieved

  • Motivate stakeholders to commit to improving the process by highlighting current shortcomings.
  • Focus workshop efforts on high priority areas.
  • Document a best practice process that all stakeholders agree upon and are willing to support.

Activities: Outputs:
2.1 Perform a current state assessment.
  • Process areas in need of improvement and re-design identified.
2.2 Draw your ideal process.
  • A target state end-to-end process for change management documented.

Module 3: Make and Receive RFCs

The Purpose

  • Assign roles and responsibilities to the appropriate individuals.
  • Design a change intake process.
  • Define and categorize changes.

Key Benefits Achieved

  • Gain a clearer understanding of change definitions and categories.
  • Match the level of process rigor to the type of change, to avoid wasting time.

Activities: Outputs:
3.1 Define the Change Manager’s role.
  • Defined Change Manager role.
3.2 Assign roles and responsibilities.
  • Assigned roles and responsibilities.
3.3 Define a change.
  • Change definitions.
3.4 Design an RFC form.
  • RFC form to be used at the organization.
3.5 Categorize changes.
  • Change categories.
3.6 Map a process for each category of change.
  • A process for each category of change.

Module 4: Assess Changes

The Purpose

  • Standardize the approach to prioritizing changes.
  • Standardize the change assessment process.

Key Benefits Achieved

  • Prioritize changes according to business need.
  • Mitigate the risk of infrastructure changes.

Activities: Outputs:
4.1 Determine the change priority.
  • A standard change prioritization process.
4.2 Assess the technical and SLA impact.
  • A standard change assessment process.
4.3 Determine the risk profile.
  • A standard change risk assessment approach.

Module 5: Plan and Test Changes

The Purpose

  • Identify the components of a release plan and assign responsibility for each.
  • Decide how all required types of change testing will be conducted.

Key Benefits Achieved

  • Ensure that release are properly planned for.
  • Ensure that changes are sufficiently tested before the CAB reviews requests.

Activities: Outputs:
5.1 Create a release plan.
  • A standard release planning approach.
5.2 Create a test plan.
  • A standard testing approach.

Module 6: Approve Changes

The Purpose

  • Ensure that both the business and IT are well represented on the CAB.
  • Document inputs for the CAB Charter.
  • Establish a standard approach for CAB meetings and activities.

Key Benefits Achieved

  • Establish a CAB to successfully and effectively approve, prioritize, and schedule changes.
  • Establish best-practice CAB protocols to ensure that meetings run smoothly and effectively.

Activities: Outputs:
6.1 Identify CAB members.
  • Identified CAB members.
6.2 Determine CAB authority and responsibility.
  • CAB authority and responsibility.
6.3 Set CAB review and voting standards.
  • CAB review and voting standards.
6.4 Know when to reject a change.
  • Standard change approval approach.

Module 7: Prioritize and Schedule Changes

The Purpose

  • Decide how the CAB will prioritize and schedule releases.
  • Formalize a process for responding to emergency change request.

Key Benefits Achieved

  • Fairly prioritize releases in a manner that satisfies business need and minimizes user disruption.
  • Minimize conflict and disruption by scheduling releases more effectively.
  • Ensure that emergency change requests are still subject to formal approval and assessment.

Activities: Outputs:
7.1 Set prioritization and scheduling standards.
  • Change prioritization and scheduling standards.
7.2 Set emergency CAB protocol.
  • Emergency CAB protocol.

Module 8: Deploy Changes and Build Action Plan

The Purpose

  • Decide how changes will be communicated to users and staff.
  • Decide what to include in the post-implementation review.
  • Decide how you will assess the success of your new Change Management process.
  • Finalize a plan for implementing your new process.

Key Benefits Achieved

  • Reduce user and help desk disruption by effectively communicating changes.
  • Introduce a template that can be used to review releases and identify issues with the change management process as soon as they arise.
  • Monitor process success to drive continuous improvement.
  • Successfully implement your new Change Management process.

Activities: Outputs:
8.1 Create a communication plan.
  • Change communication standards.
8.2 Decide what to include in the post-implementation review.
  • Post-implementation review template.
8.3 Track metrics.
  • Process success metrics.
8.4 Create an action plan.
  • Action plan for implementing the new Change Management plan.

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