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Turn and Face the Change—with ITIL

Jul 21, 2009 11:00:00 AM

As with any aspect of business, great processes and infrastructure do not always stay great—new technologies and customer needs arise all the time, and usually require changes to business procedures. The same is true in the context of IT Service Management, as new IT needs and technologies inevitably arise as time goes by—creating the need for the ITIL discipline of “Change Management.”

ITIL defines the goal of Change Management in the context of IT Service Management as “to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes, in order to minimize the impact of change-related incidents upon service quality, and consequently improve the day-to-day operations of the organization.” If the ITIL language sounds a bit daunting to you, the definition more basically means Change Management is meant to ensure standardized methods and processes are used to implement all changes in a timely manner, and to achieve and maintain a healthy balance between the need for change and the potential impacts changes might have on the business processes they affect—ie predictability. Every change to IT infrastructure must of course be managed and controlled systematically, minimizing the impact of IT services delivered to the customer.

The need to change IT infrastructure may result from problems observed in a business process or from external legislation—or merely from the desire to make a business process more efficient and productive. Once a need is identified and proven, a change may be developed. ITIL’s discipline becomes valuable at this point as a change becomes drafted, documented, and implemented.

ITIL V3 prescribes these seven questions to ask when proposing the implementation of a change—titled the Seven “R’s:”

  • Who raised the change?
  • What is the reason for the change?
  • What is the return required from the change?
  • What are the risks involved in the change?
  • What resources are required to deliver the change?
  • Who is responsible for the build, test and implementation of the change?
  • What is the relationship between this change and other changes?

Other relevant questions to ask when proposing a change may be:

  • What is the cost of the change?
  • What is the timeline for implementing the change?

The leadership team at Praecipio Consulting consists of experts whose job is to implement change for companies based on ITIL. We have helped our clients implement valuable changes to their IT infrastructure, and have a great deal of familiarity with defining good and bad processes by leveraging ITIL best practices. Change Management provides a way of managing and controlling the way changes are initiated, assessed, planned for, scheduled and implemented—Praecipio Consulting offers you the intelligence and support you need to not only guide you through implementing IT Service Management Changes, but also to provide you with a proven model and valuable business direction for a future of changes.

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