2 A practical multiphased approach
“It is not necessary to change; survival is not mandatory. W. Edwards Deming”
2.1 The change management challenge
Aside from incident management, change management is arguably the most well-known and widely implemented IT service management (ITSM) process.
Unfortunately, many IT professionals have negative feelings about change management.
Why? I believe it comes from:
• Heavy reliance on centralized control
• Rigid focus on process (for the sake of process) compliance
• It being viewed as a quality inspection point
• There being little or no emphasis on the realization of business value.
There are two common approaches to implementing change management:
• Implement a very basic change programme that reviews ...
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