Change Management: Vital Process in Service Transition Phase of the Service Lifecycle

The quotes of some of the famous personalities regarding change are given below:

Charles Darwin: It is not the strongest of the species that survive, nor the most intelligent, but the one most responsive to change.
George Bernard Shaw: Progress is impossible without change, and those who cannot change their minds cannot change anything.
Benjamin Franklin: When you’re finished changing, you’re finished.
Arnold Bennett: Any change, even for the better, is always accompanied by drawbacks and discomforts.

The above proverbs explain the golden rule of our lives: Change is permanent and if we do not change according to the trend, we perish.

To remain in business, Multinational Companies should always think of technological improvements on their services or products in order to retain older customers and to gain new customers (in other words, to retain their position and share in the market). As the fourth proverb explains, effective progress is always triggered by change but one must understand, the path would be riddled with challenges.

Change Management is one of the Vital processes in ITIL (Information Technology Infrastructure Library). ITIL framework consists of five phases of the Service Lifecycle, namely, Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.

Change Management process is one of the processes of Service Transition.

Now, let us understand about Change Management and its importance.

The purpose of a successful Change Management should always be to protect the existing services to the business and customer while at the same time facilitating changes technically with minimum disruptions in policies and principles of the organization.

It is the responsibility of the Change Management Personnel to record, evaluate, plan and account for all the changes and it is mandatory that they should have a history of all change-enabled activities. A poor assessment, review and management of a change can cause drastic impact on business operations as changes are always associated with risk.

Usually, Multinational Organizations and even small businesses have a Change Advisory Board and its main objective is to reduce the risks that are associated with change. They ensure that proper tools and personnel with the required amount of expertise are available to handle changes.

A Change Advisory Board Meeting is mandatory in case of complex changes and it (meeting) should be presided by the Change Manager.

Organizations should understand that the tools that are required for effective management for Change Management, Problem management and Service desk can be expensive than the older tools in operation, but considering the long term benefits, they (expenses) are justifiable.

Earning an ITIL Foundation certification can be one of the first steps which any professional in the prime of his/her career can start practising in most of the organizations which have already implemented ITIL or in the process of implementing ITIL for their projects.

Since ITIL is gaining in popularity, professionals, after passing the ITIL Foundation certification can select their pick from the Lifecycle modules ( Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement) or any one of the Capability modules Planning, Protection and Optimization, Release, Control and Validation, Service Offerings and Analysis and Operational Support and Agreements. Participating in an Intermediate ITIL certification class will not only help the professional gain knowledge of the best Practices that can be implemented in their organization to enhance productivity and improvement of services, it can also serve as a ’feather in the cap’ for their resume or career.




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