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

2Basic

• Practice

  Evaluate the impact of proposed changes from an IT perspective.

  Outcome

  Changes undergo a basic evaluation before implementation, but without the involvement of all relevant business stakeholders.

  Metric

  % of proposed changes evaluated.

• Practice

  Put in place basic install, move, add, change (IMAC) processes, with clear responsibilities.

  Outcome

  Employees are aware of their roles and responsibilities with respect to implementing service change.

  Metric

  % of IMAC processes that are formally defined.

3Intermediate

• Practices

  • Initiate and manage proposed changes to IT services using a change management process.
  • Analyse the changes to IT services to identify technical, business, process, and stakeholder impacts.
  • Evaluate the impacts using a standardized approach, and prioritize proposed changes according to their positive impact level.

  Outcomes

  • Changes to the service catalogue or to SLAs are managed through a change management process — to ensure that changes are not implemented without the overall impact being managed.
  • Proposed changes can be assessed, approved, implemented, and reviewed in a controlled manner.

  Metrics

  • % of proposed changes evaluated.
  • % of proposed changes managed using a formal change management process.

• Practice

  Establish effective IMAC processes and proactively provide information to customers on the status of all requests (e.g. approval, disapproval, time to delivery).

  Outcome

  Customers gain visibility on pending change requests, details of proposed changes, and their status.

  Metrics

  • % of IMAC processes that are formally defined.
  • % of requests that can be traced with tools.

4Advanced

• Practices

  • Agree comprehensive evaluation criteria for impact analysis and weight these criteria to align with current business objectives.
  • Put plans in place to allow for change reversal and routinely test these plans via a ‘rollback’ process.

  Outcomes

  • Use of comprehensive evaluation criteria ensures business value is derived from the approved changes.
  • Change reversal is possible if unexpected consequences emerge.

  Metrics

  • % of proposed changes evaluated.
  • % of proposed changes managed using a formal change management process.

• Practices

  • Introduce tool-supported change management — including integration with the Configuration Management Database (CMDB) to assess change impacts across Configuration Items (CIs).
  • Establish automated reporting to business service owners and IT stakeholders and notification to surrounding key processes (e.g. budget management, contract management, capacity management, asset management, technical infrastructure management).

  Outcomes

  • Tools support the traceability of all changes across related systems.
  • Change adoption is agile and changes are implemented in such a way that much of the work is scripted or automated, so minimizing errors and disruption.
  • The management of the build, test, and implementation of changes can be coordinated with the configuration management process and the release and deployment management process.

  Metric

  % of change management activities that are tool-supported.

5Optimized

• Practice

  Schedule regular change evaluation reviews and implement improvements based on input from the relevant business ecosystem partners.

  Outcome

  The change evaluation approach is continually improved and kept relevant.

  Metrics

  • Frequency of review of the change management process.
  • # of evaluation criteria updated.

• Practice

  Ensure the IT service change management process is highly automated, with custom dashboard reporting capabilities to management and service teams, and reflects insights from industry best practice and research.

  Outcomes

  • Change management is maintained at a competitive advantage level.
  • The structured change management approach delivers effective implementation of changes that minimizes risks and proactively prevents incidents that may be caused by poorly managed changes.

  Metric

  # of incidents caused by poor change management.