Introduction
In today's fast-paced IT world, effective change management is critical for preserving operational stability and supporting business objectives. IT Service Management (ITSM) Change Management, a critical component of the ITIL (Information Technology Infrastructure Library) framework, offers an organised strategy for managing and implementing changes.
The goal of IT change management is to "establish standardised methods and procedures for efficient and prompt handling of all changes, to minimise the impact of change-related incidents upon service quality, and consequently improve the organisation's daily operations." This definition comes from ITIL (formerly known as the Information Technology Infrastructure Library), the organisation that first codified the IT change management process in 1989. This article examines how Atlassian's Jira Service Management can help streamline ITSM Change Management operations.
Understanding ITSM and Change Management
ITSM Change Management is a process designed to ensure that standardised methods and procedures are used for efficient and prompt handling of all changes to the IT infrastructure. It aims to minimise the impact of change-related incidents on service quality and improve the organisation's day-to-day operations.
Streamlining Change Management with Jira
Jira, a popular project management tool, can be customised to serve as a dedicated Change Management tool. It provides features such as customisable workflows, issue tracking, and reporting, which are essential for effective Change Management. With Jira, organisations can automate and streamline the change management process, reducing manual effort and improving efficiency.
Both Jira and Jira Service Management (JSM) offer change management features, but JSM is built on top of Jira and has additional features specifically for IT and service teams. JSM's change management process helps organisations minimise disruptions and risks to critical services and systems.
JSM offers features like predefined workflows, request types, and integration with other ITSM tools. If you’re focused on efficient change management, Jira Service Management is the better choice. In Jira Service Management, this practice is equipped with tools and features specifically designed to manage the lifecycle of changes effectively, from initiation through approval to implementation.
Change Management Using Jira
A more streamlined, automated, and cooperative method has replaced the previous, drawn-out review cycles and approvals by non-technical stakeholders in the change management process. This innovative approach improves agility and strikes a balance between risk management and the pace of innovation, especially for fast-moving, agile teams.
The Change Management Process
Change Request
Change Request Review
Change Plan
Change Closure
Change Implementation
Change Approval
A. Change Request
In any organisation, change is inevitable. At JSM, this process begins with a formal Change Request. This request is a documented proposal for an alteration or modification within the organisation. It is essential for ensuring that all changes are considered carefully and thoroughly.
Your change request form should capture all the essential details:
The nature of the change (Is it a hardware upgrade? A software patch? A new system implementation?)
The reason for the change (Are we fixing a problem? Enhancing performance? Meeting new regulations?)
The expected impact (Which systems will be affected? What's the potential downtime?)
Proposed implementation date and time
Pro tip: Use JSM's custom fields to ensure you're gathering all the information you need right from the start. Trust me, your future self will thank you for this level of detail.
B. Change Request Review
This phase involves a meticulous examination by a review board or committee, comprising experts and stakeholders who assess the feasibility and necessity of the proposed change. At JSM, this thorough scrutiny helps to prevent unnecessary disruptions and ensures that only beneficial changes are implemented.
Once a change request lands in your JSM system, it's time for a thorough review. This isn't just a cursory glance, mind you - we're talking about a proper assessment. Your Change Advisory Board (CAB) comes into play here. These are the experts who'll scrutinise the change request, considering factors such as:
Technical feasibility
Resource requirements
Potential risks and their mitigation strategies
Alignment with business objectives
C. Change Plan
Following a successful review, the next step is to develop a comprehensive Change Plan. This plan outlines the strategy for implementing the change, detailing the steps involved, the resources required, and the timeline for completion.
Your change plan in JSM should include:
Detailed implementation steps
Resource allocation (Who's doing what?)
Timelines and milestones
Testing procedures
Rollback plans (Because we always hope for the best but plan for the worst, don't we?)
JSM's task management features come in handy here. You can create subtasks for each step of the implementation, assign them to team members, and set due dates. It's project management 101, but tailored specifically for your change process.
D. Change Implementation
With a well-defined Change Plan in place, JSM proceeds to the Change Implementation stage. This is where the proposed change is put into action. Effective communication and coordination among team members are crucial at this stage to address any issues that may arise promptly.
During implementation, JSM serves as your command centre. Use it to:
Track progress against your plan
Log any issues or unexpected events
Communicate updates to stakeholders
Manage the testing process
The beauty of JSM is that it provides real-time visibility into the implementation process. Your team can update tasks as they're completed, allowing everyone to stay in the loop.
E. Change Approval
Upon successful implementation, the change undergoes a final review in the Change Approval phase. This stage involves verifying that the change has been implemented as planned and has achieved the desired outcomes. The review board or committee assesses the effectiveness of the change and determines whether it meets the predefined criteria for success. In JSM, you can set up an approval workflow that reflects your organisation's hierarchy and policies. Perhaps you need a multi-level approval process for high-impact changes? No problem. JSM's flexible workflows have got you covered.
F. Change Closure
The final stage in JSM’s change management process is Change Closure. Following approval of a modification, the organisation takes care of any last-minute administrative duties, such as updating records and informing pertinent parties of the results. A post-implementation review is another step in the closure phase that helps identify areas for improvement and record lessons gained. JSM guarantees the completion of the process and the organisation's readiness to proceed with increased efficacy and efficiency by officially concluding the change. The following should be part of JSM's change-closing process:
How to Measure Change Management Effectiveness
Use JSM's reporting tools to track critical KPIs.
Change in the success rate.
Number of emergency changes
Average time to implement changes.
Percentage of modifications related to incidents
Ready to Revolutionise Your Change Management Process?
By leveraging JSM's flexibility and powerful features, organisations can implement a robust ITSM Change Management process that aligns with ITIL best practices. The key is to carefully configure Jira to match your specific Change Management workflow, integrate it with other ITSM processes, and continuously measure and improve your change management effectiveness.
Remember, while Jira provides a solid foundation for Change Management, successful implementation also requires clear processes, stakeholder buy-in, and ongoing refinement based on organisational needs and feedback.
At onpoint, we're not just experts in JSM - we're change management maestros. Our team of seasoned professionals is poised to help you:
Tailor JSM to your organisation's unique change management needs
Design and implement robust change management workflows
Train your team to leverage JSM's full potential for change management
Continuously optimise your processes for maximum efficiency and effectiveness
Don't let change management challenges hold your organisation back. With onpoint by your side, you can transform your IT changes from potential disruptions into drivers of innovation and growth.
Comments