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ITIL 4 Managing Professional Certification Course: Direct, Plan and Improve (DPI) - Organizational Change Management

1. General

Every change involves people:

  • All improvements require people to change behaviour, or even change roles
  • Whatever the scope, size, or nature of the change; even a change that is entirely related to technology

Organizational change management:

  • Deals with this people aspect of change
  • Helps to ensure success of changes and improvements

Purpose of organizational change management:

  • Win the hearts and minds of everyone involved in a change
  • Reduce or remove resistance to change
  • Ensure change is implemented and sustained successfully
  • Transition people, teams, and organizations to a desired future state

Benefits of organizational change management:

  • Improvements are implemented smoothly with lasting benefit
  • People understand the purpose of changes and how they will be affected
  • People believe in the importance and the benefits of changes
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Who leads ? Essentials Impact of DPI

You can’t outsource accountability for OCM or anything else but you can outsource responsibility for some or all of the activities

You don’t have to find the resources entirely in your IT teams:

  • There may be people carrying out OCM in any part of the organization
  • Make use of skills and experience wherever you find them
  • Human resources departments often have the required competence
  • Understand what activities you need help with, and why they are needed

Clear and relevant objectives

Strong and committed leadership

Willing and prepared participants

Demonstrated value

Sustained improvement

Direction:

  • When you direct employees, you need them to change behaviour

Planning:

  • When making any plan, you need to consider the people aspects
  • Even in routine day‐to‐day planning, you need to consider people

Improvement:

  • Cannot make improvements without OCM
  • Understand involvement of each stakeholder group
  • Encourage collaboration early in each improvement, and at critical decisions
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2. Identify and manage stakeholders

Key message: a stakeholder is a person or organization that has an interest or involvement in an organization, product, service, practice, or other entity

Stakeholders in an improvement initiative or a service include:

  • Anyone who has a vested interest
  • From staff participants to suppliers, business partners, managers, partners, leaders and sponsors

Stakeholders can also include customers, users and sponsors internal or external to the service provider organization

For each stakeholder you need to identify:

  • What interest do they have in the outcome of the work? Positive or negative ?
  • What is their primary motivation ? What information do they need ?
  • How do they want to receive information ?
  • What is their current opinion of the initiative ? Is it based on good information ?
  • Who influences their opinions ? Are some of these influencers important stakeholders in their own right ?
  • What will win them around to support the improvement ?
  • If it is doubtful they can be won over, how can their opposition be managed ?
  • Who might be influenced by their opinions ?

Stakeholder mapping Communication plan

Understand the power and influence of each stakeholder

Know which stakeholders are most important to win over

Divide stakeholders into four categories/classifications:

  • Critical: must be fully engaged
  • Major: must be satisfied
  • Significant: should be kept informed
  • Minor: need monitoring and informing
  • Note: based the mapping on the stakeholder’s power/influence/impact, and their interest/involvement
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Communication plan development:

  • 1. Plan the approach
  • 2. Define what is needed from each stakeholder
  • 3. Identify the message
  • 4. Devise a practical plan to communicate with each stakeholder
  • 5. Keep the initiative’s best supporters engaged
  • 6. Consider how actions will affect the stakeholders
 

Go back to ITIL 4 Managing Professional Certification Course: Direct, Plan and Improve (DPI) to finish this chapter or to the main page ITIL 4 Managing Professional Certification Course.

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