Change Management
Implementation
Although Change Management is NOT responsible for implementing the change, which is typically the responsibility of Release Management, it is responsible for supervising and coordinating the process as a whole.
During the change development phase the process should be monitored to ensure that:
- Both the software developed and the hardware purchased match the predefined specifications.
- The envisaged schedules are met and the appropriate resources are assigned.
- The test environment is realistic and simulates the live environment sufficiently closely.
- The back-out plans will allow the last stable configuration to be recovered rapidly.
If possible, restricted user access should be allowed to the test environment so that users can give a preliminary assessment of the new systems as regards their:
- Functionality.
- Usability.
- Accessibility.
The users' opinion should be taken into account, and the RFC should be revised if justified objections to the change are raised (however, the usual resistance to change by certain types of users should be envisaged).
Customers and suppliers should not perceive the change as something unexpected. It is the role of both Change Management and the Service Desk to keep users informed about future changes. They should also involve users as much as possible in these changes by:
- Listening to their suggestions.
- Telling them about the advantages.
- Answering their queries and giving them support when they need it: the perception of an improvement must be shared by users and customers.
