There’s a need for change in every aspect of business, your IT services included.
IT Change Management is an IT Service Management (ITSM) process that makes it easier for your organization to roll out changes to your IT infrastructure. How exactly? It helps your organization to request, prioritize, authorize, approve, schedule and implement any changes. Whether the change is complex or simple, a good IT Change Management process helps you to control risk and keep disruptions to your services to a minimum.
Changes in IT services are either proactive or reactive. Want to install a new printer? Add a new domain controller? These proactive changes focus mainly on offering new products or services. This adds value to your organization through cost-savings or more efficiency. Is your security breached and do you need to patch one of your servers in a hurry? Reactive changes mainly involve resolving errors like these.
Say you have a brand-new technology that you’d like to implement across the entire organization. With Change Management, this process becomes more smooth and efficient. Why this matters? Because every change you make to your infrastructure could lead to bugs or problems. And this in turn leads to your services being disrupted. It also leads to downtime of your systems, and reduced productivity of your service desk staff. In fact, poor change management could lead to lots of incidents, even major incidents.
Change Management safeguards your services against any of these unnecessary errors. And if an error does occur? Thanks to the software, you can easily trace all changes and pinpoint where things went wrong.
In addition to minimizing the impact of disruptions to your services, there are a number of benefits. With IT Change Management, you can:
In IT Change Management there are three distinct classes of change: standard changes, normal changes and emergency changes. Each class of changes is managed in a different way:
*A change advisory board (CAB) is a group of people responsible for the authorization and scheduling of all complex changes.
Want to experience how change management tools work in practice? Watch the video about IT Change Management software by TOPdesk.
Thanks to IT Change Management best practices, all changes to your IT infrastructure are assessed, approved, implemented and reviewed in a controlled way. To do so, there are several Change Management process steps you have to follow. These include:
Planner of TOPdesk’s Change Management
So, if a change is an activity to improve the IT infrastructure of your organization, while keeping disruptions to a minimum. Where do incidents and problems fit in?
Let’s look at the definitions. An incident is a single event in which one of your organization’s (internal) services are not performing as you’d like. An example? Think of a laptop that won’t boot properly. On the other hand, a problem is used to register recurring interruptions (or incidents) to your organization’s IT structure.
An example. Say you’ve just had lunch and notice that there are over twenty incidents of a printer on the second floor not working. Together, these incidents form a problem about a defect printer. Finally, you could start a change to replace the printer with a new one.
In the ITIL framework, or Information Technology Infrastructure Library, Change Management is part of the Service Transition lifecycle stage. This is one of the five lifecycle stages of the ITIL framework. Service Transitions help your organization plan and manage the change of state of a service in its lifecycle. Want to learn more about the ITIL framework? Read the glossary page what is ITIL?
Want to learn more? Read about Change Management on our blog.