Derek Fero - Top 10 Tips for ITIL Change

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Published on March 15, 2009

Author: derekfero

Source: authorstream.com

Top Ten Tips forITIL Change Management : Top Ten Tips forITIL Change Management http://www.itsmwatch.com/itil/article.php/3714881 By Roy Morrison Presented by: Derek Fero Today’s Marketplace : Today’s Marketplace Never-ending competition, varying conditions, and increased customer demands Businesses need to be proactive in their strategic process management to remain competitive. IT and service organizations MUST be in complete alignment with the strategic goals of the organization. IT Alignment : IT Alignment IT must be in line with the business in order to deliver value to the customer. When changes are implemented, they must be done in a manner that does not sacrifice their utility and warranty. ITIL Change Management : ITIL Change Management ITIL provides a standardized best practices process with clearly defined roles and responsibilities. One of the most proven effective methods of providing stability to the IT organization. 1. Clarify objectives : 1. Clarify objectives From the start, define what ITIL and Change Management will be accomplishing. 2. Communicate Benefits : 2. Communicate Benefits Each level of the organization should be involved in Change Management. If everyone is involved, committed, and participating – the better the chance for success! 3. Define what a Change is : 3. Define what a Change is Important to consider that all installs, moves, adds, and changes should be considered. Even tiny changes have the potential to cause major disruptions and headaches in other areas- if uncoordinated. 4. Establish Roles & Responsibilities : 4. Establish Roles & Responsibilities Creation of a Change Advisory Board, Change Manager, & Change Authority Should include representatives from all key stakeholders & departments 5. Define Processes & Timeframes : 5. Define Processes & Timeframes Creating the processes and timeframes for all level changes up front will help clarify customer expectations- and ease delivery. 6. Establish Process BEFORE introducing tools : 6. Establish Process BEFORE introducing tools Introduce your new processes. Make these processes more efficient. Finalizing the processes will set the foundation for defining the requirements for a tool selection. Facilitates more easily the evaluation of a tool and whether it fits with your purpose. 7. Define Key Performance Indicators & Critical Success Factors : 7. Define Key Performance Indicators & Critical Success Factors These should illustrate the improvements and benefits that Change Management brings to the organization. Continually showcase to Sr. Management to show how it is benefiting the organization. 8. Document realistic back-out plans : 8. Document realistic back-out plans Have a plan in place for cases where defects are brought into production, or problems arise as a result of a change. With a detailed plan in place, it will minimize the amount & length of the disturbance. 9. Build on Successes and discuss lessons learned : 9. Build on Successes and discuss lessons learned Discussion of lessons learned- (good & bad) better prepares everyone for next instance. Correct bad behavior, but highlight the positive success stories as well. 10. Use Change Management to promote other ITIL processes. : 10. Use Change Management to promote other ITIL processes. Many only know of the CM component of ITIL. Use the success of CM to promote the benefits of the other aspects to ITIL; help improving the overall performance of IT. Thank you! : Thank you! Thank you for listening!

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