From the course: IT Service Management Foundations: Change Management
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Change management, the key to excellence
From the course: IT Service Management Foundations: Change Management
Change management, the key to excellence
- [Instructor] The reason to make sure your change management is great isn't just for compliance reasons. It's because it makes your organization a high performance machine. The IT Process Institute went and investigated hundreds of companies and published their research in the "Visible OPS Handbook". They determined which companies had technology departments that were high-performing, as defined by high availability of their services; a high successful change rate, in other words, changes released to users that don't result in a degraded service; low amounts of unplanned work, like critical bug fixes and incident response; and being highly compliant. These are all things you want too, right? Then they looked for attributes these organizations shared, that contributed to their high performance, and they discovered that the most meaningful factors were that they shared three cultures in common: those of change…
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