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One University’s Evolution from Chaos to Calm
John Borwick, Director of IT Portfolio Management
Rita Mewing, Manager of IT Change and Metrics Management
Wake Forest University
Thursday, October 18th at 11am (Eastern)
Wake Forest University implemented department-wide IT service change management in 2008. The process has persisted and flourished during a CIO transition and a major service management tool upgrade. Now in 2012, the process appears to be anchored in our culture.
This presentation summarizes the lessons learned with the implementation and subsequent improvements, for example: the major obstacles we created in our initial roll-out and how we addressed them, how we controlled the process during our tool upgrade, how CAB has evolved to include change reviews for pending work, how we changed the perception of emergency changes, and how we have built on our change management process to solve pressing IT management issues such as allocating resources for major initiatives. Additionally, we will review our key metrics for change management and illustrate how process improvements affected these metrics.
Finally, before answering questions we will summarize what we think you should do if you are implementing or managing a change management process.