The main objective of the Change Management of ITIL® is to make sure that the standard methods and processes are used for the efficiency and on time handling of the changes that are implemented in order to reduce the impact of the problems related to the change done upon the quality of the service of the organization. The plan for the set up and the ongoing strategy for Change Management in a particular organization helps support the entire IT service management infrastructure. The Change Management also support or limit the success of the other processes of ITIL®.
To make sure that the supply of the IT services are efficient, it is important that the change is managed, monitored, and controlled in a systematic way. This will help reduce undue disturbances to the IT services that are delivered to the customer. The Request For Changes or RFC can be developed to correct any fault in the IT infrastructure that was identified in the process of managing problems. Change Management has the full responsibility for managing, monitoring and controlling the way that the change is planned, initiated, assessed, scheduled and implemented.
The scope of Change Management includes but is not limited to the components of the information technology infrastructure like the software, hardware, and the documentation. Another scope of Change Management is the IT services or the Service Level Agreements (SLA), and lastly, the organizations of the IT service including the organizational structures and its procedures. The Change Management within the organization must be ITIL® compliant and must also help to support different and complex options of the organization’s workflow. This is to achieve its goal to improve the everyday operations of the organization.
Change management is aimed on bringing better
results from the current results experienced. In change
management, one realizes that there are better ways of
performing effectively and at the same time cope with
client’s expectations. To implement change is to
come up with a model.
There are various change management model, but
the most common model followed is the ADKAR
model. The ADKAR model is for individual change
management. It was develop by Prosci with the inputs
from 1000 organization from 59 countries. The model
tends to describe the building blocks necessary for
change to be successful on the individual change
management level. This ADKAR model includes:
1. Awareness – the business organization to identify
exactly why there is a need to change. Management
should have a clear and valid reason for coming up
of a change program. Be able to identity how, when
and where the change is to occur.
2. Desire – the enthusiasm of supporting and taking
participation in the change. This is also called
harnessing support. Identifying the stakeholders for the
change and knowing if senior management supports
3. Knowledge – the information necessary to know
how to implement change. To find out whether the
change plan is sufficiently scoped and resources are adequate.
4. Ability – the skills needed to implement the new
skills and behaviors. Ensuring that focus is given on both
soft and technical skills.
5. Reinforcement – the capability of sustaining the change.
The performance and success results should be reported.
There is a need for a communication plan to be developed
so that everybody is informed and aware of what is going on.
Change management model is a tool towards carrying out
change within an organization. Guided by the model, no
reason for change management to be ineffective.