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Benefits Change Management brings to your organization

Changes in the IT infrastructure are inevitable

Matthew Hooper, CTO, Vigilant Enterprise Solutions, Inc.


  • Change Management brings many benefits to your organization.
  • Getting an organization to readily adopt a consistent and measurable process is difficult.
  • Increase the efficiencies of your organization's change requests by bringing tools, processes that streamline and track efforts.

Change Management is one of the core process disciplines in IT Service Management with the objective to ensure that standardized methods and procedures are used for efficient and prompt handling of changes within the IT infrastructure, minimizing the number and severity of incidents related to the change. Changes in the IT infrastructure are inevitable.  Methods, processes and procedures are faced with the constant balance between tight and rigid controls that mitigate risk versus expedience and business demand for the needed modification.

Seems like a lot of paperwork and red-tape to me.

No argument here. However, that can be said about any layer of governance. This doesn’t mean we should forego controls and documentation. Policy that allows individual accountability and trust seems like a great idea, and when things are running smoothly, it doesn’t seem necessary to put sign-off, scheduling, and controls into place. Yet, when an implementation does go wrong, people start to scream for control. Often after a major business impact is felt, the organization scrambles to identify the problem. In the mean time, revenue is decreasing, customer service is deteriorating, client satisfaction is lowering, and business is failing. Time and money are now being wasted on resolving the issues that could have otherwise been prevented with better coordination of configuration, along with build and deployment efforts. 

Benefits Change Management brings to your organization.

1. Faster time to value
2. Protects critical business processes – especially preserving your CMDB
3. Improves service and business continuity
4. Leverages existing investments

Getting Change Management in place

Getting an organization to readily adopt a consistent and measurable process is difficult and, without the right level of training and tools, nearly impossible. A successful solution is the strategy used by Vigilant’s consultants:

1) Create, set, and communicate policy. Start with solid change and release policies, backed by an enterprise architecture standard that is supported by strong configuration management.
2) Create process integration points and determine the inputs into the RFC (Request for Change) process. 
a. Incident or problem fixes
b. New feature functions
c. Architectural improvements for availability, capacity, or security.
d. Continuous service improvement finding or business alignment adjustment.
3) Create effective categories of change and build approval procedures accordingly. Determine which groups are responsible, accountable, consulted, and informed (RACI) for that particular change so they can effectively influence, affect, approve, or reject. 

Before the next major issue does arise, seize the opportunity to make a change. Dramatically increase the efficiencies of your organization related to change requests by bringing tools and processes that streamline and track efforts. Focus your resources on innovation, and not on firefighting, and you’ll see the greatest change your organization needs, an improved change in the bottom line.

During the past 16+ years of providing Service Management solutions, Vigilant CTO, Matthew Hooper has instituted methodologies for enterprise wide availability monitoring, performance engineering, and process integration solutions. He has been an industry advocate for Service Management strategies and best practices around ITIL, CObIT. Using these proven methodologies, Matt has successfully assisted over 100 fortune 1000 companies in changing organization structure to improve operational efficiency, dramatically increasing system performance, gaining visibility into critical issues, bringing organizations into compliance, and saving hundreds of thousands of dollars in infrastructure costs. He holds a degree in Business Administration and is a certified engineer from Microsoft, Cisco, Sun, Oracle, and ITIL certified.