There are few areas of IT that generate as much confusion as change management. Most IT organisations today have a plethora of tools with many different IT domains that are misidentified as change management tools. Getting it right requires a serious commitment to the creation of an enterprise wide change management process. Unfortunately, many IT organisations have immature processes and policies in place, according to Gartner analyst, Kris Brittain.
This is often due to a lack of clear metrics. Brittain said metrics are needed to provide a baseline for a process, determine the effect of process improvements, identify areas where the process may be ineffectual or broken and assess and prioritise improvements that could make the process more effective or efficient. However, it is important to understand how documented and reported metrics will be leveraged from a management perspective.
Brittain said senior management need to communicate and evaluate how change management metrics map critical success factors (CSFs) and key performance indicators (KPIs).
More of the Computerworld article from Sandra Van Dijk