Change is inevitable - it’s happening either way - but that’s just a cliche. The reality is that change is happening whether you have a change management process in place or not, so you may as well leverage that momentum of change for something better: improve your service quality through continuous service improvement.
The objective of this Change Management and Continuous Service Improvement course is to help you understand how change management works. We'll work on establishing and implementing a single repeatable process of change. Change in your service organization can be managed like a project following a best practice implementation structure, with the goal to stay ahead of change and remain in control of an ever changing organization.
Many people recognize the need for improved change management, but may not know where to start. We begin the course with a recap of some of the common service management processes. This is not my foundations course so we won’t cover this in depth, but to ensure we’re all on the same page and share the same terminology this will lay the groundwork for we will continue to build upon throughout the program:
You will learn how a service organization can apply Change Management as an instrument to monitor and improve service quality.
You'll learn to develop a single repeatable process including workflows, procedures, roles and responsibilities, and policies
You'll discover new ways to manage change like a project with the right activities in each stage of the process.
You'll learn to involve the right team members at each project phase within the functional areas of change management.
Last but not least, you'll learn to leverage the change management process to implement a continuous service improvement cycle.
In the last module of the course we’ll put everything we’ve learned together and create an action plan. Working backwards from the desired end results will help you to set and communicate meaningful short-term and long-term goals on your service management journey.
Are you ready to get started?
Not taking care of change management is costing you money right now - change is happening either way and if your organization isn’t on board with implementing and controlling change through a proper and appropriate change management process - you’re not gaining terrain but losing the battle quickly. Simply put: any projects you have underway today are at risk.
I created this course for process managers, owners and coordinators who want to know how to control and manage Change in their service organization, and to start a cycle of continuous service improvement - but are afraid of introducing too much bureaucracy with formalized process models.
There are considerable cost savings and efficiencies to be gained from well structured and planned changes and releases. Controlling change may not be an easy process - but your effort is well worth it when you focus on the right outcomes and objectives.
