From the course: IT Service Management Foundations: Change Management

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Change management roles

Change management roles

From the course: IT Service Management Foundations: Change Management

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Change management roles

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- [Instructor] Let's talk about roles. Who performs each step in the process? What I'm going to say there may be controversial. It shouldn't really matter who performs them, and it should be as few people as possible outside the ones actually doing the work. As much as your process can be initiated and carried through by the same person or small team, the better. Having one person prepare the change, another request it, another approve it, another communicate it, another schedule it, and another make it is often a path to problems. Just like the telephone game we played as children, where each person whispered a message into the ear of the next, and you got to see how garbled the result had become at the end of the human chain. It's tempting to say you have to have a specialist in each of those areas that justifies it, but to be honest, each of the process tasks isn't that hard, and even basic automation allows them to…

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