Change Management Masterclass

The Change Management Masterclass is designed to help your support teams accelerate their adoption of internationally-proven best practices, with the goal of reducing the disruption caused by changes.

Indicators of weak Change Management practices

The Change Management Masterclass will help if your team is able to identify any of the following symptoms in your environment:

  • Frequent outages caused by unplanned changes,
  • Excessive delays in implementing critical changes leading to Technical Debt,
  • Unauthorised and unplanned changes,
  • Failed deployments,
  • Conflicting changes,
  • Excessive emergency changes,
  • Business disruption caused by unplanned system changes,
  • Frequent unnecessary changes.

This management-level masterclass will examine the contributing causes of dysfunction within your environment and then guide your team to consider appropriate, effective and sustainable practices to improve long-term performance.

Intended Audience

This Masterclass is aimed at any participants who have an interest in improving the performance and quality of service relating to Change Management:

  • Change Manager
  • Incident Manager
  • Service Desk Manager & Supervisors
  • Problem Manager
  • Release Manager
  • Engineers and Technicians

Guided Self-Assessment

Each Change Management Masterclass includes a guided self-assessment exercise where participants are also taught to critically self-assess without falling into the trap of the Illusion of Competence (Dunning-Kruger effect).

This follows the same approach as conventional IT audits, but is aimed at equipping your team with the tools and checklists to self-assess and develop a prioritised Service Improvement Plan.

Integration with other processes

While the primary focus of this Masterclass is on the Change Management practice, there is a secondary focus on ensuring integration with other Service Management practices such as Incident, Problem, Service Request and IT Asset Management. This is important because the real benefit of Service Management is only achieved when processes are integrated.

Masterclass Modules

Each of the Masterclass modules is a structured mini-workshop with a specific objective.

1.1 Explaining key conceptsLevelling of understanding2
1.2 Discuss and discover the current stateList of observable symptoms2
1.3 Conduct Maturity AssessmentSummary Report4
2.1 Identify Process GoalsDocumented process goals1
2.2 Identify policy statementsDocumented policy (draft)4
2.3 Design and document processDocumented process (draft)4
2.4 Define key performance metricsDocumented performance metrics2
2.5 Design management reportsDocumented management reports2
2.6 Define roles & responsibilitiesDocumented roles & responsibilities2
3.1 Define tool requirementsDocumented tool requirements2

From a logistics perspective, each module in the Masterclass may be scheduled separately making it easier to accommodate the MasterClass in busy schedules. This Masterclass is therefore not available as a public course.