What is involved in Change management (ITSM)

Find out what the related areas are that Change management (ITSM) connects with, associates with, correlates with or affects, and which require thought, deliberation, analysis, review and discussion. This unique checklist stands out in a sense that it is not per-se designed to give answers, but to engage the reader and lay out a Change management (ITSM) thinking-frame.

How far is your company on its Change management (ITSM) journey?

Take this short survey to gauge your organization’s progress toward Change management (ITSM) leadership. Learn your strongest and weakest areas, and what you can do now to create a strategy that delivers results.

To address the criteria in this checklist for your organization, extensive selected resources are provided for sources of further research and information.

Start the Checklist

Below you will find a quick checklist designed to help you think about which Change management (ITSM) related domains to cover and 142 essential critical questions to check off in that domain.

The following domains are covered:

Change management (ITSM), Change management, Agenor Technology, Change Advisory Board, Change request, Configuration item, IBM Tivoli Configuration and Change Management Database, ISO 20000, IT infrastructure, IT portfolio management, IT service management, Incident Management, Microsoft Operations Framework, Network configuration and change management, Project management, Release management, Software engineering, User acceptance testing:

Change management (ITSM) Critical Criteria:

Check Change management (ITSM) strategies and summarize a clear Change management (ITSM) focus.

– Is maximizing Change management (ITSM) protection the same as minimizing Change management (ITSM) loss?

– What will drive Change management (ITSM) change?

– What about Change management (ITSM) Analysis of results?

Change management Critical Criteria:

See the value of Change management results and describe the risks of Change management sustainability.

– Troubleshooting – are problems related to what is actually changing (the change), to the management of tasks and resources to make the change happen (project management) or to issues relating to employee engagement, buy-in and resistance (Change Management)?

– What steps have executives included in the Change Management plan to identify and address customers and stakeholders concerns about the specific process to be reengineered?

– Business Change and Training Manager responsibilities include Planning, coordinating and implementing an Organizational Change Management Plan?

– Do you have formalized processes for organizational change management within your organization?

– What are some concrete ways to help executives understand the value of change management?

– Are CSI and organizational change underpinned by Kotters change management best practices?

– What vendors make products that address the Change management (ITSM) needs?

– In what scenarios should change management systems be introduced?

– What has been your most Challenging change management experience?

– What change management practices does your organization employ?

– Are Organizational Change managements best practices (eg Kotter) applied?

– What are the primary barriers to effective Change Management?

– Who are the leaders in a Change Management process?

– When is Change Management used on a project?

– What is the Change Management process?

– Why do we need Change Management?

Agenor Technology Critical Criteria:

Talk about Agenor Technology quality and tour deciding if Agenor Technology progress is made.

– Is there a Change management (ITSM) Communication plan covering who needs to get what information when?

– Think of your Change management (ITSM) project. what are the main functions?

– What is Effective Change management (ITSM)?

Change Advisory Board Critical Criteria:

Dissect Change Advisory Board failures and arbitrate Change Advisory Board techniques that enhance teamwork and productivity.

– Among the Change management (ITSM) product and service cost to be estimated, which is considered hardest to estimate?

– How do we ensure that implementations of Change management (ITSM) products are done in a way that ensures safety?

– Are there recognized Change management (ITSM) problems?

Change request Critical Criteria:

X-ray Change request results and forecast involvement of future Change request projects in development.

– Does the suggested change request have a significant negative impact on completed project work without a commensurate benefit to the product or project?

– Does the suggested change request support a mandate that was not in place when the projects original scope was complete?

– Will the product of the project fail to satisfy customer requirements if the change request is not executed?

– Will the product of the project fail to satisfy customer requirements if a change request is not executed?

– Can agile methods be used effectively for evolving a system in response to customer change requests?

– Does the suggested change request represent a desired enhancement to the products functionality?

– Does a suggested change request represent a desired enhancement to the products functionality?

– Does the suggested change request seem to represent a necessary enhancement to the product?

– Are we making progress? and are we making progress as Change management (ITSM) leaders?

– Have the types of risks that may impact Change management (ITSM) been identified and analyzed?

– What potential environmental factors impact the Change management (ITSM) effort?

– Is the requested change request a result of changes in other project(s)?

– Will the project fail if the change request is not executed?

– Is impact analysis performed for all change requests?

Configuration item Critical Criteria:

Merge Configuration item governance and find the ideas you already have.

– A Configuration Management database (cmdb) can contain different configuration items (cis). Which items would not normally be regarded as a ci?

– During release, do the configuration items used match with the latest version indicated in baseline record?

– How do mission and objectives affect the Change management (ITSM) processes of our organization?

– Are all requested changes to the configuration items assessed, processed and tracked?

– Can we do Change management (ITSM) without complex (expensive) analysis?

– Does the Change management (ITSM) task fit the clients priorities?

– What: selection of configuration items (what should be managed?

– Are the relationships between configuration items established?

– Which of the entities should be configuration items?

– What are configuration items, baselines, etc. ?

– How will configuration items be identified?

– How will configuration items be controlled?

IBM Tivoli Configuration and Change Management Database Critical Criteria:

X-ray IBM Tivoli Configuration and Change Management Database adoptions and reinforce and communicate particularly sensitive IBM Tivoli Configuration and Change Management Database decisions.

– Does Change management (ITSM) create potential expectations in other areas that need to be recognized and considered?

– What are the Essentials of Internal Change management (ITSM) Management?

– How do we keep improving Change management (ITSM)?

ISO 20000 Critical Criteria:

Examine ISO 20000 risks and explain and analyze the challenges of ISO 20000.

– Will new equipment/products be required to facilitate Change management (ITSM) delivery for example is new software needed?

– Is the Change management (ITSM) organization completing tasks effectively and efficiently?

– Have you identified your Change management (ITSM) key performance indicators?

– What is the scope of potential ISO 20000 certification?

IT infrastructure Critical Criteria:

Explore IT infrastructure adoptions and adjust implementation of IT infrastructure.

– Can we achieve even more efficient utilization of software and hardware within mission systems and IT infrastructure investments?

– What IT infrastructure do we have and what do we need to support the future organization needs?

– In which area(s) do data integration and BI, as part of Fusion Middleware, help our IT infrastructure?

– Is Change management (ITSM) Realistic, or are you setting yourself up for failure?

– How to get alignment between business strategy and IT infrastructure?

IT portfolio management Critical Criteria:

Discuss IT portfolio management governance and secure IT portfolio management creativity.

– Will Change management (ITSM) have an impact on current business continuity, disaster recovery processes and/or infrastructure?

– What sources do you use to gather information for a Change management (ITSM) study?

IT service management Critical Criteria:

Exchange ideas about IT service management leadership and catalog what business benefits will IT service management goals deliver if achieved.

– So you have designed a great process, have invested in a slick itsm tool and paid your consultants for the best advice you could purchase. What makes you think anyone is actually going to follow the new processes after you close up the project and take down the posters?

– Have you deployed, or are you looking to deploy, any application discovery and dependency mapping (ADDM) solutions?

– If the service provider is eligible for certification, then what is the scope of the processes being audited?

– In your organization, which group oversees/coordinates your it Service Management capabilities?

– What does each software asset cost now and throughout the upgrade/refresh cycles?

– What element of the it Service Management lifecycle are you currently focused on?

– How will you know that the Change management (ITSM) project has been successful?

– Are software assets aligned with the agency enterprise architecture?

– What services are published in your organizations service catalog?

– What do enterprises really want from IT service management ITSM?

– Are you thinking about implementing ITIL standards based tools?

– Why is it Service Management important to cloud providers?

– How will changes affect the customers services?

– What are reasons to say no to cloud computing?

– What software do I have and why do we have it?

– Will the customers and consumers be notified?

– Is the Quality of Service met?

– Fit for purpose?

– what is next?

Incident Management Critical Criteria:

Reason over Incident Management visions and gather Incident Management models .

– What are the key elements of your Change management (ITSM) performance improvement system, including your evaluation, organizational learning, and innovation processes?

– Which processes other than incident management are involved in achieving a structural solution ?

– In which cases can CMDB be usefull in incident management?

– What is a primary goal of incident management?

Microsoft Operations Framework Critical Criteria:

Have a session on Microsoft Operations Framework planning and define Microsoft Operations Framework competency-based leadership.

– Record-keeping requirements flow from the records needed as inputs, outputs, controls and for transformation of a Change management (ITSM) process. ask yourself: are the records needed as inputs to the Change management (ITSM) process available?

Network configuration and change management Critical Criteria:

Give examples of Network configuration and change management decisions and diversify disclosure of information – dealing with confidential Network configuration and change management information.

– Meeting the challenge: are missed Change management (ITSM) opportunities costing us money?

– Who will be responsible for documenting the Change management (ITSM) requirements in detail?

– How do we Improve Change management (ITSM) service perception, and satisfaction?

Project management Critical Criteria:

Concentrate on Project management failures and gather Project management models .

– Agile project management with Scrum derives from best business practices in companies like Fuji-Xerox, Honda, Canon, and Toyota. Toyota routinely achieves four times the productivity and 12 times the quality of competitors. Can Scrum do the same for globally distributed teams?

– Does it replace or negate traditional project management concerns with risk, scheduling, metrics, and execution, or does it shift how we think about these and necessitate new techniques and approaches?

– Are there any easy-to-implement alternatives to Change management (ITSM)? Sometimes other solutions are available that do not require the cost implications of a full-blown project?

– How can a company arrange a new project if the management does not know when they will finish the current projects and when the employees will be free to take on a new project?

– Key problem solving knowledge resides with the knowledge workers, and not the manager. So, how do we adapt project management techniques to deal with this key reality?

– Are there implications for the observed success of agile to date that reflects on our larger understanding of organizations and their fundamental nature?

– Originally, agile project management required collocated teams. How could a new product or service be developed in the 21st century without them?

– Can agile project management be adopted by industries other than software development?

– How difficult is agile project management for outsourced or off-shored projects?

– So, how do we adapt project management techniques to deal with this key reality?

– Justification: what are your research questions and how do you motivate them?

– What is important in the kick-off meeting to enable feedback and learning?

– How do we create a culture that supports project management?

– Does your organization have a Project Management Office?

– Agile Project Management and PRINCE2 – one or the other, or both?

– that is fine as far as it goes, but does this scale?

– Are we ready to execute an agile project?

– How much project management is needed?

– How do we minimize impact and cost?

– what is causing us to be behind?

Release management Critical Criteria:

Set goals for Release management projects and change contexts.

– Information/context awareness: how can a developer/participant restore awareness in project activity after having been offline for a few hours, days, or weeks?

– Process support: how can a project better institutionalize workflow support without adding a bureaucratic burden to the developers?

– How do these developers concur over long distances in environments where people rarely if ever meet face to face in a virtual organization?

– How much do political issues impact on the decision in open source projects and how does this ultimately impact on innovation?

– In some projects up to 85% of the changes are performed by a small core of developers, what space for innovation is left?

– Is open source software development faster, better, and cheaper than software engineering?

– Does it Eliminate lengthy email threads trying to achieve change approval?

– Is it possible to get a quality product out of this design process?

– Where do requirements come from (and what should we do about it)?

– What to build, how to build it, build it, and is it built right?

– Do you have existing automation or deployment tools?

– Better, and cheaper than software engineering?

– Why has no os tool emerged to meet this need?

– What are current Change management (ITSM) Paradigms?

– When is a release management plan used?

– How well are os projects documented?

– How are changes managed?

– All tasks complete?

Software engineering Critical Criteria:

Nurse Software engineering visions and secure Software engineering creativity.

– DevOps isnt really a product. Its not something you can buy. DevOps is fundamentally about culture and about the quality of your application. And by quality I mean the specific software engineering term of quality, of different quality attributes. What matters to you?

– Can we answer questions like: Was the software process followed and software engineering standards been properly applied?

– What are the business goals Change management (ITSM) is aiming to achieve?

User acceptance testing Critical Criteria:

Graph User acceptance testing outcomes and get going.

– What are internal and external Change management (ITSM) relations?


This quick readiness checklist is a selected resource to help you move forward. Learn more about how to achieve comprehensive insights with the Change management (ITSM) Self Assessment:


Author: Gerard Blokdijk

CEO at The Art of Service | theartofservice.com

[email protected]


Gerard is the CEO at The Art of Service. He has been providing information technology insights, talks, tools and products to organizations in a wide range of industries for over 25 years. Gerard is a widely recognized and respected information expert. Gerard founded The Art of Service consulting business in 2000. Gerard has authored numerous published books to date.

External links:

To address the criteria in this checklist, these selected resources are provided for sources of further research and information:

Change management External links:

Change management experts -Change Management …

Change Management Models & Process | Change Activation

What is change management? – Definition from WhatIs.com

Change Advisory Board External links:

Change Advisory Board | UITS Change Advisory Board

Change request External links:

Policy Change Request – fmmcins.com


GEICO Homeowner Mortgagee Inquiry and Change Request

Configuration item External links:

Glossary – Configuration Item

ISO 20000 External links:

ISO 20000 – smartronix.com

ISO 20000 Section 8: Resolution Processes | LightEdge

What is ISO 20000? – Definition from WhatIs.com

IT infrastructure External links:

System Integrator & IT Infrastructure | Silicon Mechanics

Chef – Automate IT Infrastructure | Chef

iTech | IT Infrastructure, Cloud and Mobility Conference

IT portfolio management External links:

IT Portfolio Management: Unlocking the Business Value …

IT service management External links:

IT Service Management | Availability Management | Optanix

ServiceAide: ITSM Tools – IT Service Management …

Proactive IT Service Management with ConnectWise

Incident Management External links:

New York State Incident Management and Reporting System

IS-700.A: National Incident Management System (NIMS) …

National Incident Management System Alerts | FEMA.gov

Microsoft Operations Framework External links:

Exin MOFF.EN Microsoft Operations Framework …

Microsoft Operations Framework

Project management External links:

Pepper Construction Project Management Solution

LearnSmart IT & Project Management Online Training …

Software engineering External links:

Codesmith | Software Engineering & Machine Learning

Software Engineering Institute

User acceptance testing External links:

User Acceptance Testing Uat Jobs – Apply Now | CareerBuilder