IT Change Management

2 A practical multiphased approach

“It is not necessary to change; survival is not mandatory. W. Edwards Deming”

2.1 The change management challenge

Aside from incident management, change management is arguably the most well-known and widely implemented IT service management (ITSM) process.

Unfortunately, many IT professionals have negative feelings about change management.

Why? I believe it comes from:

• Heavy reliance on centralized control

• Rigid focus on process (for the sake of process) compliance

• It being viewed as a quality inspection point

• There being little or no emphasis on the realization of business value.

There are two common approaches to implementing change management:

• Implement a very basic change programme that reviews ...