Change Management

Oleg Huk, Avaya Engineer

The ITIL Change Management Process

Managing operational change within an organization is not only a challenge, but it can also mean the difference between an inconvenience and a crisis.  A well-thought-out Change Management process, however, can help the organization operate more efficiently as well as minimize the impact of change on critical systems and services.

There are three categories of change in an organization:

Change Management

Emergency Change

Must be assessed and implemented as quickly as possible. The risk of operational disruption is high and the risk of failure is increased, so emergency changes are kept to a minimum.

Normal Change

May have significant financial implications and/or be a high risk. Requires an in-depth change proposal, financial justification and Change Control Board approval.

Standard Change

Occurs frequently, is low risk and has a pre-established procedure with documented tasks for completion. Standard changes are subject to pre-approval in an agile change process.

Benefits of IT Change Management

Regardless of the type of change, by implementing a Change Management program, the organization benefits by establishing standardized methods and procedures that are applied during change-related incidents. Such methods, designed to minimize the impact of change-related incidents, result in improved quality in the daily operations of an organization.

Continuant’s ITIL-based Change Management process and expert team can help organizations develop the right approach to operational changes by applying the proper level of scrutiny to each change request.  We start by analyzing upstream and downstream dependencies, followed by identifying potential risks. We then build customized plans for mitigation and rollback as appropriate.

Through standardized processes, Continuant uses Change Management to help control the life cycle of operational and tactical changes. This helps manage risk and minimize disruption. Through the Change Management process, schedules are taken into consideration, minimizing the potential impacts on the organization during critical operating hours.

A robust Change Management process results in a range of benefits:

  • Faster change implementation;
  • Decreased adverse impact on business operations;
  • Reduced service disruptions and system downtime;
  • Improved business alignment;
  • Protects the business while making required changes; and
  • Meets customer agreed service requirements while optimizing costs.
Michelle Broussard Michelle Broussard, SDL

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