One of the biggest challenges in implementing a ‘unified’ IT Change Management process is crossing the gap that often exists (very large in some organizations) between the infrastructure and applications groups. Depending on the organization, this gap is emphasized by the fact that each group has independently chosen a different enterprise application to automate the Change Management process.

The application group most often chooses a change application from a vendor whose roots are in (not surprising) application management. While this seems to make sense, it is important to be wary of vendors who have bolted on a less-then-optimal Change Management module or solution to their core suite of application management products.

Likewise, the infrastructure side often chooses a Change Management solution that is a module or part of their current Service Management platform (both Remedy and Peregrine offer a Change Management module?). The danger here is that what works well for infrastructure changes (i.e., a server move) might not work so well for the application group (i.e., development of a new business application).

So?. What do you do? The answer is to first put the part of the problem in perspective. It is the unification of corporate policies and process that is key to ultimate success here, NOT technology. Second, leverage what you already own (and what works). If you have a change automation technology that works and is flexible, then use it for both infrastructure and applications. The benefits you get from a single technology typically outweigh the additional features and functions you might get from a multi-technology strategy. Third, learn and follow what others are doing. If you haven?t tackled this problem yet, there are others who have (and a lot of them are just like you). Work with your vendor(s) and partners to find other organizations similar to yours who have done this already and see what is (and is not) working for them.

If you stick to these basic rules:

1. Policy and process first
2. Use technologies you already own
3. Learn from others

you will help minimize the costs and increase the value from an enterprise IT Change Management solution.

I welcome your thoughts, feedback, and comments.

Joe

Also, don’t forget to register for Evergreen’s change management webinar and learn how to Take Change Management from Firefighting to Fire Prevention

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