This document provides an overview of change management. It defines change as the addition, modification, or removal of a supported service, which can result from various business drivers. It explains that change requires pressure for change, a clear vision, organizational capacity and capability, and actionable first steps. Key aspects of change management include proactively positioning the organization to adopt changes, acknowledging and mitigating resistance to change, and defining changes outside the service change process. The document outlines preliminary steps, the role of a change authorization board, the authorization process, elements of successful change management, and benefits.

1. Change Management
An Overview

2. Change
• Change is an addition, modification or removal of an
authorized, planned or supported service. It can be a
result of:
– Management requirement
– Cost reduction
– Service improvement/Business efficiency
– Adaptation to changing circumstances
– Current opportunity
– Future business threat

3. What does change require?
For change to occur there needs to be:
Pressure
Pressure X Clear and
Clear and X Capacity
Capacity X Capability
Capability X Actionable
for change
for change shared vision
shared vision to change
to change to change
to change first steps
which must exceed
Resistance
to change

4. What is Change Management?
• It is proactively positioning the organization to
be ready, willing, and able to successfully
adopt the business change.
• In addition, organizations should:
– Acknowledge that resistance to change is natural,
and proactively identify and mitigate the causes of
resistance
– Define the changes that lie outside the scope of
the service change process

5. Key Considerations
Management Organization
– Will to change – Motivation
– Budget – Adaptability
– Technology – Skills and Competences
– Skills – Risk and Innovation
– Resources

6. Preliminary Steps
Build consensus and plan what needs to be done
Start pilot projects
Build a network of interested parties
Generate ideas from interested parties

7. Change Authorization Board
• As change can have a huge financial/business impact ,
it needs to be reviewed, assessed and approved by an
independent body called the Change Authorization
Board (CAB)
• This body authorizes and sets variances for cost , effort,
schedule and quality
• They will also weigh the perceived benefits of
implementing the change against the existing service
• In certain scenarios, an emergency CAB may also be
appointed

8. The Authorization Process

9. Process

10. Elements of a Successful Change

11. Benefits
• Increases business response to customer demands
• Improves cost efficiency
• Increases business innovation
• Improves organizational efficiency
• Increases employee performance
• Helps to anticipate and respond to challenges
• Improves morale and productivity

12. Conclusion
• Proactive approach will help identify and manage
change resistance
• Avoid confusing change management with “selling”
• Spend less time on technical issues and more time
on implementing an organization readiness effort
• Leaders at all levels must be ENGAGED and ENGAGE
others