Change management professionals work in a variety of roles to implement an organizational change that can yield benefits for a company. While many corporate workers may be unaware of the concept of ITIL change management, in actuality there is an entire system of people working together synergistically to implement change. Although change management practices may vary across different industries, there are primarily five fundamental groups involved in change management across various business sectors.
The overall landscape of the change is mapped out and strategized by the change management team. This team is responsible for applying a structured ITIL change management methodology to the overall plan and for supporting the other teams listed below to ensure communication between all teams is focused on overall project goals. The role of the team is vital to getting the process started properly.
The change management team liaisons with the leadership team. The change is funded, launched and supported at this upper management leadership level. An upper management leadership team should be actively involved in the change and communicate directly with employees orchestrating various parts of the company-wide change. Part of their role is to assist other team leaders in managing and addressing resistance to the change. They can also play an integral role in building a healthy network of communication regarding the change process and in supporting middle managers as they adjust to and enforce change themselves.
Working in unison with other leaders, the middle managers are in a strong coaching role as change is implemented across the company. Middle managers typically have the responsibility of dealing directly with any issue of resistance regarding adapting to or complying with change in the day-to-day experience of employees throughout the company. Middle managers mitigate resistance and provide communication to upper management regarding the transition process.
While the middle managers tend to deal with the human aspects of change, the project team is most concerned with the technical aspects of designing and rolling out the change in a seamless fashion through a step-by-step gradual sequence of events. They coordinate closely with the change management team and stay in communication with other team members leading the day-to-day progress of the employee implementation of the change process.
Support teams fill the last essential niche of a healthy and effective ITIL change management process. Drawing from diverse expertise from company departments including Human Resources, Organizational Development, and Training, the support team fills in where needed to provide specific skills necessary to assist employees in the adaptation to and implementation of the organizational change goals. The support teams provide assistance through sharing experience of previous change process, interpreting the change for specific groups of employees, and providing valuable feedback to other change implementation teams.
When dissecting a successful change management process, it is important to understand that there is a complex network of highly-skilled ITIL professionals across a wide ranging skill set that work together to create the successful change. In order to be sure the change goes as smoothly as possible, all five fundamental roles must be filled with knowledgeable professionals who understand his or her specific discipline.
Change management professionals also need to have the experience to understand how each team needs to work together to bring about the desired change. Taking the time to establish a powerful team before the change process begins can help lead to resource conservation, higher employee satisfaction, and a more efficient outcome once the process has begun.