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Representative POMs are described for Change Management at each level of maturity.

2Basic

• Practice

  Define, agree, and implement a change management approach for key IT infrastructure projects.

  Outcomes

  • Projects that use change management show a reduction in cost, are more predictable, and cause less disruption to the business.
  • Expertise and confidence builds within the organization.

  Metric

  # of projects using change management.

3Intermediate

• Practices

  • Select and use a common methodology in most parts of the organization.
  • Purchase the tools and provide the training necessary to roll out the common methodology.

  Outcome

  Standardized processes and methods are used for any changes to the IT infrastructure.

  Metric

  # of change management standards, processes, and methods implemented.

4Advanced

• Practice

  Put the required processes and structures in place throughout the organization to ensure that IT infrastructure changes are consistently communicated, aligned, planned, and delivered.

  Outcomes

  • There are virtually no disruptions due to IT infrastructure changes.
  • IT infrastructure changes are fully coordinated and aligned with all other change management processes.

  Metric

  # of IT infrastructure changes that need to be rolled back.

5Optimized

• Practice

  Continuously research and evaluate the change management process against industry best practices, and use this research to implement any improvements that are required.

  Outcome

  Advancements in external best practices are proactively carried into the organization.

  Metric

  # of improvements implemented that were identified via research.