six steps to implement change management that works
DESCRIPTION
Solid change management capability will help you boost your ITSM maturity, break out of the “firefighting mode,” align IT activity with business objectives, and transform IT from a service provider to a business innovator. However, these benefits don’t come easily. Change management is one of the most difficult ITIL processes to get right. Why? Because change management is an ITSM process that needs the right mix of people, processes, and technologies.Think of change management as a three-legged stool. If one of the legs is weak, the stool will fall. ITIL guidance focuses a lot on terminologies and processes but contains little practical advice on the actual implementation of each process. Download the complete whietepaper: http://go.inuit.se/six-steps-to-implementing-change-managementTRANSCRIPT
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Six Steps to Implementing Change Management that Works
Arvind Parthiban
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Identify why you want the change
Sell the Value of Change Management
Define what a Change is
Assign Roles & Responsibilities
Define a process for handling changes
Define key performance indicators
Agenda
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A “Failed Change”Are You A Victim?
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What are businesses doing without proper change management in place?
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The Maverick
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One Man Show
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Half baked
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Gut Feel Vs Actual Risk• Change is simple• Doesn‘t require any major planning• Slippages when you underestimate the time required• Never expects any failure – ignoring the dependencies.•Most of all “the people problem”
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End Result ~ Failure
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Change Management is Never Easy…
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What is the cost of making the change? Does the benefit outweigh the cost? What is the business priority of the change? How do we implement the change? Who will implement the change? When should we implement the change? What do we do if the change goes wrong? Do we have a
backup plan in place?
The right questions Why: The reason for the change. What is the business benefit you hope toachieve with the change?● What: Is it hardware, software, system architecture, a process,documentation, or a combination of these that will be subjected to change?● Impact: What are the possible negative consequences of the change ?
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Six Steps to Implement Change Management that Works
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1.Identify what you want to change ?
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Get executive buy-in for your change management implementation by selling the benefits and the objectives at a high level.
Stakeholders On-board
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Agree to a high-level change policy that prohibits unauthorized changes and gives the change management function the authority to make decisions and handle resistance
Agree to a Change Policy
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2.Sell the value of Change Management
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Communicate the “why” before you communicate the “what.”
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• Answer the question, “what’s in it for me?” for each stakeholder group.
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3.Define what a change is?
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Standard – (Low Risk )Approval not required changes
Minor – (Low Risk with limited potential Impact) CAB usually not necessary
Normal – (Moderate Risk ) CAB is a Must
Major – (High Risk) Higher Change Authority for approval
Emergency – (Disrupting Business Impact) Quick practical approach
Change Types
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Change Advisory Board
CAB is a group of experts/advisors who can recommend on the change proceedings, both requesters & technicians can be part of CAB.
Change Manager
He is the key decision maker of the change request, who has the authority to approve or reject a change.
Change AuthorityEvery change requires a formal authorization before it can be implemented. Depending on size, cost, and risk, an appropriate change authority is
required to provide this approval. The change authority may be a director, c-level manager, or indeed, the board of directors
ECABThe ECAB is a smaller, core group of CAB members that is available on short notice to respond to emergency changes that must be made on a short notice to remedy an urgent issue.
4.Assign Roles & Responsibilities
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5.Define a process for handling changes
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Key performance indicators refer to:
Number of successful changes Number of failed changes that
were rolled back Number of changes in the
backlog Number of incidents caused
by change Number of emergency/out-of-
hours changes Number of unauthorized
changes identified
6.Define Key Performance Indicators
Resources used and funds spent on changes
Percentage of changes that happened as per the FSC
Critical Success Factors: Define a set of KPIs that are
relevant to your organization. Use KPIs to communicate the
value of change management to the business and specific IT groups on a regular basis.
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• AV O I D b e i n g b u r e a u c r a t i c • P R O C E D U R E S f o r M i n o r , M a j o r & E m e r g e n c y C h a n g e s • We l l C O M M U N I C AT E D & U N D E R S T O O D p r o c e s s • A U T O M AT E D p r o c e s s f o r ‘ s t a n d a r d ’ c h a n g e s • D E L E G AT E D a u t h o r i t y t o C h a n g e M a n a g e r • E A S Y t o r a i s e a n d t r a c k a c h a n g e • C l e a r R E A S O N S f o r d e c i s i o n s t a k e n • C l e a r C O M M U N I C AT I O N t o r e q u e s t o r s a n d t o a f f e c t e d u s e r s • A U T H O R I T Y m u s t r e s i d e w i t h C A B & C h a n g e M a n a g e r t o a v o i d
‘ i n d e p e n d e n t ’ a c t i o n
Tips for a successful Change