IT Governance

Why Understanding Organizational Change is Essential for ITSM Pros

Typically, when new technology is introduced into an organization, it often doesn’t make the expected impact – this is primarily due to the lack of end-user uptake. However, as Joe the IT Guy describes in this article in, Organizational Change Management (OCM) could help in this regard.

OCM Success Enablers

OCM is about effectively managing change – a change that’s related to people, and their reactions. As such, there are five OCM success enablers which ITSM pros should know about, they are:

  1. Clear Objectives – these should be regularly relayed.
  2. Strong and Committed Leadership – messaging from higher-ups should lead by example.
  3. Willing Participants – participants willing to champion the change.
  4. Prepared Participants – participants who can impart training and knowledge.
  5. Sustained Improvement – for instance, the first change iteration might not be perfect, or people might revert to “the old ways of doing things” for a variety of reasons.

Three Tips to Achieve OCM Success

  1. Getting the Buy-in: OCM can help organizations make sense of the proposed change, as the employees are the ones who are going to be most affected by the introduction of something new. Furthermore, the ‘what, how and why’ of the change must be spelled out clearly to employees. This must be communicated consistently through different communication channels, based on audience, feedback, and engagement. Also, leaders should be seen to be doing more than simply sponsoring the change.
  2. Preparations: OCM can be used to better prepare employees for change, and thereby create willing and prepared participants. Besides the buy-in aspect, as tabled above, this tip involves the removal of obstacles, and other things that will resist change – these elements must be identified and addressed. In addition, OCM helps prepare for change by providing education and training processes, and even retraining, if so required.
  3. Maintenance and Improvement: In some cases, technology may be welcomed early on, but its use and adoption may drop off subsequently. Therefore, steps must be put in place to recognize this. What’s more, efforts must be made to spot issues (such as employees reverting to old methods), while strategies can be developed to sufficiently deal with these scenarios.

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Sapna Hiremath

Sapna S Hiremath is currently working as a Content Specialist Lead for CAI Info India. With experiences of having worked for newspapers after pursuing a Master's in Mass Communication and Journalism, she has worked in the thriving fields of Search Engine Marketing, online shopping and healthcare. Being an avid traveler, she likes being in the serene landscapes of nature, but also likes being around friends.

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