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Project Success with Organizational Change Management

Organizations change, and when they do, a culture of people must change along with them. This change could be at the level of a process, tool, or the entire organization. In an article for the ITSM Review, Mike DePolis addresses the importance of organizational change management (OCM) for the initiation of IT service management.

Organizational Assessments

Besides training, marketing, and communications, ITSM implementation relies on organizational assessments to discover what aspects are in most need of change. An assessment can give change managers such valuable information as how people perceive the proposed changes, what issues may be overlooked, which changes are needed quickly, and which changes can wait. An assessment will reveal the overall maturity of the organization, which is essential to understanding whether or not the proposed changes are actually going to work.

3 Groups and 6 Strategies

DePolis observes that any change initiative will divide a business culture into three groups: those who are for the proposed change, those who are openly opposed to it (these are both minorities), and third, those who are on the fence, waiting for one side or the other to win the struggle over the change. By focusing on the third group, the majority who are undecided, one can overcome obstacles by using the following strategies:

  1. Discuss Relevant Issues
  2. Construct Messages
  3. Identify Champions
  4. Use Bottom-Up Support
  5. Communicate and Train
  6. Find Assistance

Look before you leap. There will be a lot of questions to ask and notes to take in the initial phases of the change. Who will this change effect? Will the changes make life easier, or only further complicate issues? Once the change manger has a handle on the relevant issues, it’s time to construct a list of bullet points that communicate change goals.

DePolis also identifies what he calls champions. These individuals are supportive of the proposed change and are also willing to promote the change and spread the message. Remember, this is both a top-down and bottom-up approach that involves plenty of assistance along with custom-tailored communications and training plans.

Read the full article at:

About Eric Anderson

Eric Anderson is a staff writer for CAI's Accelerating IT Success. He is an intern at Computer Aid Inc., pursuing his master's degree in communications at Penn State University.

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