Provide Your Organization With a Structured Approach to Change

Change Management is often considered to be the process that most actively links all the ITIL processes together. This process aims to improve and maintain IT Service quality providing a structured approach to managing and implementing changes in the IT Infrastructure. The actions to achieve this include the requirement to conduct repetitive actions that include scheduling, reporting and monitoring of IT Changes.

The process must review achievements based on customer expectations and take steps to improve or modify Changes and the process accordingly. The Change Management Process Kit provides a wide variety of resources to boost your understanding and ability to implement Change Management in your organization.

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The updated toolkit provides information on the Change Management process and provides guidance that is scalable for:

Different kinds and sizes of organization
Small and large changes required at each lifecycle stage
Changes with major and minor impact
Changes in a required timeframe
Different levels of budget or funding available to deliver change.

As in their other Toolkits the authors take a project and process-oriented approach to the goals and objectives. Where other books and Toolkits that attempt to address this subject are focused on solely human factors and considerations, this one does that, but gives a structured approach as well. The set milestones and wealth of associated checklists are what set this Toolkit apart from others, and are the means of systematically changing IT in an effective manner.

To be sure, human factors are taken into consideration - the authors show a keen understanding of, and give advice for dealing with, organizational dynamics, politics and resistance to change. This is an essential set of knowledge and skill factors without which change cannot be accomplished.

The keys to the approach given in this Toolkit, though, are in the files dealing with defining your goals and developing an overall strategy, then selecting the approach that is most suitable for your organization. The project-oriented aspects are covered in chapters dealing with characterizing "as-is" tasks, planning, and working towards the long-term objectives. The approach also includes a viable measurement strategy with which to ascertain results, and advice on how to build enthusiasm and support - instead of resistance - as the change initiative is being implemented. A key chapter is "Prevent Reversion and Fallback", which all too frequently happens in the real world. By recognizing this particular risk in change and addressing how to prevent it the authors provide sound advice to avoid a major pitfall.

Overall this is an excellent Toolkit by The Art of Service who I hold in high regard. I recommend getting it because it contains information that will help you select and develop an optimum overall strategy for an IT organization that is customer-focused and efficiently run."

The new toolkit provides a concise introduction to Change Management from an ITIL version 3 perspective, beginning with ITIL’s definition of a Change and how to manage the process.

The PowerPoint presentations go into more detail covering aspects such as:

Goal of the process
Scope
Terminology and process concepts, including all the changes from Version 2 e.g. removal of the term Forward Schedule of Change and Emergency Change Committee and descriptions of the additional Change Types that have evolved in Version 3.
The PowerPoint presentation is much more detailed than the previous toolkit. The focus is on Change Management, from implementation to management and maintenance.

There is up to date information on:

Change process models and workflows
Defining and using Standard Changes
>Remediation Planning
Creating and Recording RFC’s

And there are competent and user friendly supporting documents to aid knowledge and understanding.

The activities of Change Management are discussed in more detail, including the:

7 R’s of Change Management - and new but essential concept in ITIL Version 3
Risk Categorization
Authorizing and coordinating Changes.

There is more information on the Value that Change Management provides to the organization and this is supported by an updated Business Justification document.

Other new Supporting documents include:

Example Contents of Change Documentation
Example Request for Change Workflow
Types of Change Request
Roles and Responsibilities

This toolkit also includes relevant Bonus Materials, to add to your organizations knowledge base. This includes:

An updated PowerPoint Presentation on the MOF Framework
COBIT Factsheet
Six Sigma Factsheet

Contents include Change Management Objectives and Goal templates, Change Key Performance Indicators, Critical Success Factors and a checklist to help understand just how well Change Management is performed in your environment.

It is tailor-fit for IT managers who need to move towards a services-oriented organization, but they don''t have the time or resources at hand to develop the required templates and structure for implementation. Here is a list of the specific documents included:

Change review and assessment worksheet
Business justification document
PowerPoint presentation explaining the process of Change management
Project and implementation plan template
Communication plan to describe Change management to your organization.
Policies, objectives and scope overview template
Specific objectives and goals template
Change process manager role(s) definition
Forward schedule of changes document
Change catagory definitions document
Request for change (RFC) template
Key Performance Indicators and Other Metrics definition template
Change requirements template

The documents listed above correspond directly with IT Infrastructure Library (ITIL) processes. Clear instructions explaining the application of each template are provided within the corresponding documents

ITIL Værktøjer

ITIL V3 Service Lifecycle toolkits Capability Toolkits Management Toolkits