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How Can ITIL® Change Management Improve Your SOPs?

ITIL Change ManagementIn order to deliver services as reliably as possible, firms often institute standard operating procedures (SOPs). SOPs make it easy to deal with the needs of diverse clientele and maintain some semblance of consistency throughout. However, when they’re incomplete or ill-considered, they can be thrown out of whack quite readily. Firms that deliver services and think they’re in the clear are often dismayed to discover that even if users don’t outright request changes, modifications become necessary at some point in the lifecycle.

ITIL® Change Management principles improve your ability to satisfy the ongoing need for variance. As such, you must address them during the course of your corporate ITIL training and as part of any SOPs you eventually implement.

How Change Management Fits In

Change Management is often covered in Release, Control and Validation (RCV) or other ITIL Capability courses, and its inclusion under these broader headers is reflective of the fact that the subject is rarely isolated. In order to implement a workable change management strategy, you need to have defined service assets and configurations, quantified validation standards and of course, deployed a service.

Although handling changes does have some prerequisites, never make the mistake of treating the management aspect as an afterthought. Just like any other part of ITSM, Change Management implementations may require complex support systems and in-depth operating procedures. Your ability to plan ahead and institute such capabilities before a specific service is actually deployed is vital to whether or not you can fine-tune your methodologies properly.

While there’s nothing wrong with trying to improve your previous endeavors, attempting to apply a framework after the fact isn’t the most efficient strategy. Ideally, you’ll use ITIL to stay ahead of Change Management instead of stumbling to catch up later.

How Do Firms Integrate Change Management Into Their SOPs?

The fact that ITIL techniques and methodologies are specifically designed for flexibility doesn’t excuse you from implementing proactive Change Management SOPs. Even if you’re not sure about the specific nature of a given project, you can still make educated guesses based on ITIL principles.

By examining service definitions, contracts and proposals, for example, an IT manager might be able to anticipate the need for certain capabilities, such as a help desk or knowledge base to satisfy the client’s wishes. Such faculties naturally play roles in RCV and consumer interaction, meaning that they could reasonably be included in a tentative Change Management plan.

As the project is fleshed out, the company could then create more concrete implementations, such as allocating service resources to help desk staff or designating a team member to process support tickets.

Achieving The Ultimate Goal

In the end, ITIL Change Management implementations should standardize the way you modify your services. Even if you perform unique tasks for each service or change, as you’re likely to do, they still ought to be organized around a common workflow or generalized set of principles.

What’s the use of maintaining common ground between your services and Change Management practices? By establishing adaptable SOPs, you drastically improve your ability to compare the cost efficacy of different services and actions on even footing.

Change Management is vital to maintaining services in a financially sound fashion even if things don’t go quite according to plan. Ashford Global IT staff have the experience you need to help your workforce handle changes more capably. Contact them today to find out what you need to get your staff trained.


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About this author:

Angel Prusinowski

Angel is a leading ITIL® instructor at Ashford Global IT.

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