Question 62: System Documentation and Change Management
What is change management in the context of IT, and why is it necessary?
**IT change management** is a set of practices designed to ensure successful prioritizing, approval,
scheduling, and execution of changes to IT systems ¹. It is the process of tracking and managing a change
throughout its entire life cycle, from start to closure, with the aim to minimize risk ². IT change
management classifies all changes as either standard, emergency, or normal, and relies heavily on
automation wherever possible. This helps ensure a smooth transition, establishing a standardized set of
processes to guide IT changes from conceptualization to closure ¹.
As technologies advance, markets adapt, and businesses grow, organizations’ IT infrastructures need to
be able to evolve to address new needs. However, rolling out change requests to a company’s internal
systems can be difficult, risky, and time-consuming. Perhaps even more importantly, IT changes can
directly affect the productivity and engagement of employees who depend on company technology. And
whether the change is limited to adding a new office printer or involves a new technology being
implemented across an entire organization, necessary documentation, approval, and implementation
practices are vital ¹.
IT change management is important because it helps organizations implement incident-free changes
with a high success rate ². It does this by helping organizations prioritize changes and allocate resources;
collecting relevant information and organizing it into easy-to-understand documents; implementing
reliable testing and vetting of proposed changes; and minimizing the resulting disruptions of service ¹.
What are the typical steps or stages in a change management process?
The typical steps in a change management process are as follows ¹:
1. **Identify the need for change**: This is the first step in the change management process. It involves
identifying the need for change and determining what needs to be changed.
2. **Plan for change**: Once the need for change has been identified, the next step is to plan for it. This
involves developing a plan that outlines how the change will be implemented, who will be responsible
for implementing it, and what resources will be required.
3. **Test and validate**: Before implementing the change, it is important to test and validate it. This
involves testing the change in a controlled environment to ensure that it works as expected.
4. **Implement the change**: Once the change has been tested and validated, it can be implemented.
This involves rolling out the change to the organization and ensuring that everyone is aware of the
changes that have been made.
5. **Monitor and review**: After the change has been implemented, it is important to monitor and
review its effectiveness. This involves tracking key performance indicators (KPIs) to ensure that the
change is having the desired effect.
6. **Close out the change**: The final step in the change management process is to close out the
change. This involves documenting what was done, what worked well, what didn't work well, and what
can be improved for future changes.
How can organizations prioritize and categorize proposed changes to their IT
systems?
1. **Evaluate projects with strategic-level planning in mind**: Before prioritizing, it’s important to spend
some time gathering all of the information that your team needs to be able to order projects effectively.
One part of that information gathering should involve working with the leadership team and gaining a
thorough understanding of the business’s overall vision, the direction the company is planning to go, and
the timeline for any major shifts.
2. **Identify what factors are motivating each project**: As part of information gathering, it’s helpful to
understand what factors are motivating each project. For example, is a project focused on gaining a
competitive advantage, financial benefit, process improvement, legal or tax regulations, improving
quality, reducing risks, or growing the business? Understanding what factors are motivating each project
is important information that your team needs to have before ordering projects.
3. **Identify any issues that might impact project success or completion**: Another component that it’s
crucial to think through is anything that could potentially impact project completion. For example, do
you have a project that can only be finished once another team completes a task? Or one that is
dependent on factors that are outside of the business’s control? If so, it’s important to identify those
issues so that you can keep them in mind when evaluating which projects to take on first.
4. **Create a criteria-based matrix**: Once you’ve gathered the necessary information, create an
objective system for weighing and evaluating projects. Creating a criteria-based matrix is an effective way
to do this and to build a model that can be used repeatedly. Doing so will enable your team to rate each
project based on established criteria, which will provide an objective, data-driven system for prioritizing
tasks.
5. **Share prioritization list with the management and leadership team**: It's important to share the
prioritization list with the management and leadership team so they can understand how decisions were
made and why certain projects were prioritized over others.
Categorizing information systems involves identifying information types, selecting provisional impact
levels for the information types, reviewing provisional impact levels and adjusting/finalizing information
impact levels for the information types, and assigning a system security category and overall impact level
².
What is the role of a change advisory board (CAB) in the change management
process?
A **Change Advisory Board (CAB)** is a group of individuals responsible for reviewing and approving
changes to a project ². The CAB usually consists of stakeholders from multiple areas of the organization.
Its role is to verify that changes to the project align with the overall goals and objectives of the
organization ³. The CAB is responsible for evaluating and approving proposed IT changes, ensuring they
minimize risks and align with the organization’s goals. It plays roles such as change evaluation, approval,
planning, risk management, communication, documentation, and post-implementation review ².
The CAB is responsible for ensuring that all changes are properly documented and that all stakeholders
are informed about the changes ². The CAB also ensures that all changes are tested and validated before
they are implemented ³. The CAB is responsible for ensuring that all changes are implemented in a
timely manner and that they do not disrupt the normal operations of the organization ².
What strategies can be used to communicate changes to stakeholders
effectively?
1. **Identify key stakeholders and plan communications**: Identify the stakeholders who will be
affected by the change and plan how you will communicate with them. This will help ensure that you are
communicating with the right people and that they receive the information they need.
2. **Use multiple channels**: Use multiple channels to communicate the change, such as email, social
media, and in-person meetings. This will help ensure that stakeholders receive the information they
need in a format that works for them.
3. **Be clear and concise**: Be clear and concise when communicating the change. Use simple language
and avoid technical jargon. This will help ensure that stakeholders understand the change and its impact.
4. **Provide context**: Provide context for the change by explaining why it is necessary and how it fits
into the organization's overall strategy. This will help stakeholders understand the importance of the
change and how it will benefit the organization.
5. **Address concerns**: Address any concerns that stakeholders may have about the change. Be open
to feedback and questions, and provide clear answers to any concerns that are raised.
6. **Follow up**: Follow up with stakeholders after the change has been implemented to ensure that
they are satisfied with the outcome. This will help ensure that any issues are addressed in a timely
manner.
7. **Involve stakeholders in the process**: Involve stakeholders in the change management process by
seeking their input and feedback. This will help ensure that their needs are taken into account and that
they feel valued.