Objective
Effective change management is crucial for maintaining service continuity, ensuring compliance, and supporting institutional objectives. This guide, based on ITIL (Information Technology Infrastructure Library) best practices, aids managers in assessing change orders with careful consideration and analysis. By conducting a post-implementation review (PIR), managers can foster continuous improvement, boost team performance, and significantly contribute to the organization's success.
Environment
TDXNext
Before You Begin
When conducting the PIR, make sure to involve the individuals responsible for implementing the change.
Questions
- Who were the stakeholders involved in the change order?
- Identify faculty, staff, students, and external partners impacted by the change.
- Document stakeholder roles, feedback, and approvals.
- Ensure appropriate communication and engagement throughout the process.
- Were there any unintended consequences?
- Evaluate whether the change resulted in unexpected operational, academic, or technical impacts.
- Assess both positive and negative outcomes.
- Develop mitigation strategies for any adverse effects.
- Were any new risks discovered?
- Consider security, compliance, and operational risks that emerged during implementation.
- Document the risk level (low, medium, high) and potential impact.
- Develop proactive risk mitigation strategies.
- Were there unforeseen challenges during implementation?
- Identify roadblocks such as budget constraints, resource shortages, or technical limitations.
- Document how these challenges were managed.
- Capture lessons learned to inform future change initiatives.
- Did the change result in any incidents?
- Review if system failures, disruptions to academic processes, or end-user issues occurred.
- Use ITIL’s Incident Management framework to assess root causes.
- Document resolutions and post-implementation review findings.
- Did this change impact other ongoing or planned changes?
- Identify dependencies between change orders to prevent conflicts.
- Evaluate whether additional adjustments were needed to accommodate other projects.
- Communicate any necessary updates to relevant teams.
- Did we consult external vendors or technical experts?
- Document involvement of third-party service providers, consultants, or industry specialists.
- Evaluate their contributions and effectiveness.
- Ensure contract or service-level agreements (SLAs) were met.
- Were change order details accurately documented?
- Verify that the change request includes all necessary technical, functional, and business details.
- Confirm alignment with ITIL Change Management best practices.
- Ensured approvals, risk assessments, and test plans were properly recorded
Additional Info
- The survey responses will be captured in the Feed (comments) section of the change order.
- If the manager identifies an improvement opportunity, document the tasks, assign responsibility, and ensure opportunities have been implemented.