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ITIL :: View topic - Guidance on how to improve procedures
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Guidance on how to improve procedures

 
Post new topic   Reply to topic    ITIL Forum Index -> Change Management
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martinizing10
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Joined: Jan 09, 2008
Posts: 5

PostPosted: Fri Jan 11, 2008 6:10 am    Post subject: Guidance on how to improve procedures Reply with quote

Hello all,

I'm just out of university and I got a job at this food processing company. I have no experience with Change Management at all (however, I have taken courses that slightly talked about it Confused ). I am now in charge of being the IT Change Manager and I have to review, evaluate and improve the current change management procedures (I have a report due in 2 weeks Shocked ).

My question is, where do I start? Do you guys know any good book to look at?

Also, I have been looking at the processes/procedures and they look OK to me. Any suggestion about how I should approach the processes and procedures?

Thank you so much,

Gerald
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ARoll
Senior Itiler


Joined: Apr 10, 2006
Posts: 86
Location: Boise Idaho

PostPosted: Fri Jan 11, 2008 9:45 am    Post subject: Reply with quote

Not entirely sure what you need to report on, i'm guessing on where you can improve? So here's a few things you can do

Evaluate the current process:
Is it well documented?
Is it being followed across the organization?
Interview current users for their perspective
Interview current process owner(if one defined)
What are the current metrics if any?

Where do you want to go:
What parts of the process need to be documented better?
What currently is working for the process?
What currently are the biggest issues with the process?
What is the organizations end vision of the change management process?
What are the gaps of current process and golden(to be) process?
Is there support from management for the process and to improve it?
What metrics do we need?
What are the current metrics telling us needs to be improved?

Should be a few things to help you get started.

Also i'd suggest the Blue book but if you are fresh out of school and haven't had alot of exposure to ITIL yet it may be a bit overwhelming. There are a few ITSM general books out there about 200-300 pages that cover all the disciplines at a high level. That would be good to gain a general understanding. Or if the option is there recommend a Foundations class to really jumpstart a general understanding.
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Adam
Practitioner - Release and Control
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"Not every change is an improvement, but every improvement requires a change"
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martinizing10
Newbie
Newbie


Joined: Jan 09, 2008
Posts: 5

PostPosted: Fri Jan 11, 2008 9:56 am    Post subject: Reply with quote

ARoll, you're the best! Very Happy I think those questions are a great starting point. It's exactly what I needed.

As far as the books, I will look for the "Blue book" you mentioned.

Any other advice will be greatly appreciated!

Again, thanks ARoll for taking the time.

G
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UrgentJensen
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Joined: Feb 23, 2005
Posts: 458
Location: London

PostPosted: Fri Jan 11, 2008 7:52 pm    Post subject: Reply with quote

Gerald,

I completely agree with Adam, those are the types of things that will help you scope out what you're trying to achieve.

If I can underline one thing which Adam was getting at anyway it's that you need to get the requirements of your boss/customers documented and agreed. This creates a basis for you to articulate clearly your goals for the project and therefore no confusion over expectations when you get to the end.

Oh, and by the way, don't fix it if it ain't broke! In other words changing processes for the sake of change is not beneficial - take what you can from ITIL practices - Process improvement is often an iterative journey so don't turn the office on it's head over night!

You've got a great opportunity so have fun.

Cheers,

Urgent
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