IT CHANGE MANAGEMENT: Meaning, Software, Processes & Policy

Image credit: Harvard Business School

Digital transformation is assisting businesses across all industries to adjust to a shifting business environment and evolving customer expectations. Digital transformation is just better IT management that gets rid of problems and gets an IT system ready for challenges in the future. This requires modifying your IT infrastructure to incorporate cutting-edge innovation into your business and IT operations. Adopting a mobile-first strategy and hosting collaborative software in the cloud are two examples of how to increase productivity. Despite their apparent simplicity, these modifications present significant logistical obstacles. Failure to implement a change can be detrimental to a company.  IT change management automates routine tasks and classifies changes as routine, urgent, or normal. A smooth IT changeover requires a consistent set of protocols from origin to completion. IT change management is different from organizational change management. Read on to learn about the IT change management software, policy, and framework.


The art of IT change management lies in its ability to harmonize standard approaches and processes to handle changes efficiently and promptly. This process seeks to reduce the impact of change-related events on service quality, thereby enhancing the daily operations of the company. The origin of this explanation can be traced back to ITIL, previously recognized as the Information Technology Infrastructure Library. ITIL was the pioneer in establishing the ITchange management procedure in 1989.

Just like the ever-evolving nature of the universe, the field of IT is in a constant state of flux. The ingenious minds behind ITIL crafted a revolutionary framework for managing IT changes. This framework aimed to establish uniformity in processes and ensure that changes were executed while keeping the holistic needs of the business in perspective. Throughout the years, businesses have explored various frameworks like COBIT, Six Sigma, and TOGAF.

However, when it comes to IT changemanagement, the ITIL framework still reigns supreme as the go-to standard. IT changemanagement, also known as organizational change management, is closely related to IT service management (ITSM) and often considered a part of it. Both fields aim to ensure that changes to a company’s IT framework are precise, fast, consistent, well-documented, and quantifiable. ITSM places a heightened emphasis on the result of change as perceived by the customer about the caliber of service provided.

IT Change Management Processes

A structured process for adding to or altering the setup of an organization’s IT infrastructure is the ITchange management process. When a valid stakeholder or approved system presents a request to acquire new hardware, software, or third-party services for incorporation into the company, the ITchange management process begins. There is a record of who made the technology request, where the modification was needed, why it was needed, and how urgently it was needed. So, if the requested change was not previously approved, IT operations will assess it to see if it is warranted. The desired modification is denied if the specified equipment is superfluous, indistinguishable, too costly, or superfluous.

Risk and adherence, visibility, and cross-team cooperation are at the heart of changemanagement, making it a convoluted and, at times, excruciatingly challenging process. However, that’s not how things have to be. Organizations using this will find IT service management to be an indispensable tool. IT service management is predicated on the idea that IT is best provided to customers in the form of service. Integrating IT service management into an organization’s changemanagement process can reduce incidents, and ease tensions within teams. More so, it can also free up resources that can be used for product development and customer service.

IT Change Management Software

It might be challenging to know what to look for when researching a topic as intricate as IT change management. This is especially true of software for IT service management. Where do you even begin looking for suitable change management software? However, to help you, we have compiled a list of the top change management software to facilitate transformation in your firm. Thus, they include:

#1. Scribe

This IT change management software is used for making changes. It’s an add-on for Chrome that lets you record your screen while you carry out a task. It also allows you to instantly generate a tutorial complete with labeled screenshots and textual explanations. HR, trainers, directors, specialists, and subject-matter experts can use Scribe to create information without having to take screenshots or manually write instructions down. These manuals can be distributed to coworkers via links or included in other applications.

#2. Whatfix

Whatfix is an IT change management software that helps bridge the gap between technology and change management by assisting with employee onboarding and continuous training. In addition, this IT change management software allows businesses to adopt new applications. This method of managing transitions also provides users with individualized onboarding and training for the new system.

#3. SolarWinds

SolarWinds is a solution that helps businesses of all sizes manage IT changes more efficiently and effectively. This IT change management software allows for effective change management and an IT ticketing interface. This means you have a unified system for managing your business operations, free from the risk of lost change requests.

All sorts of tickets can be made on the site and sent out with a simple email link. SolarWinds is a hub that allows for panel voting in addition to ticket tracking. This allows IT administrators the convenience of having a list of prospective consulting board members generated automatically, streamlining the selection of authorization levels.

#4. Freshservice

Businesses can use this IT change management software to manage assets, release products, and make changes. Freshservice’s greatest strength is its versatility across industries and seamless connections.

#5. The Change Compass

This IT change management software is an invaluable resource for dynamic businesses. In addition, this change management software tracks the results of each modification made to existing processes. It also gives a summary of how each change project affects all parts of the business by tracking indicators like cost reductions, market growth, operational effectiveness, etc.

IT Change Management Policy 

The goal of IT change management policy is to ensure that any modifications made to IT resources are communicated, scheduled, monitored, and documented consistently. Hence, to avoid changes that could obstruct conflict or pose unacceptable risks, IT change management policy mandates that all changes be disclosed across departments for debate and approval before being implemented. Only alterations that have been properly requested and accepted will be made.

Furthermore, the IT change management policy ensures that all modifications to production systems and their underlying infrastructure adhere to a uniform set of minimum standards. The goal of these regulations is to ensure uniformity in the handling of change requests and subsequent deployments to production. The GitLab Control Framework, which itself is based on the NIST Cybersecurity Framework, ISO/IEC 27001, and SOC 2 standards, was used to build these prerequisites.

Examples of IT Change Management Policy

Below are examples of the IT management policy:

  • Policy statement
  • Roles of the company
  • Definition
  • Purpose
  • Change procedure

IT Change Management Framework

An organization’s service management framework is a set of guidelines for conducting analysis and developing a strategy for implementing that strategy. So, if your company is changing, you need a change management framework.

Whether you’re implementing an online, cultural, or business change, getting the IT management framework right is critical to your success. Many issues can be avoided in the first place by taking a methodical approach to the IT change management framework.

Below are the various popular IT change management framework:

#1. Nudge Theory

Nudge theory is a dynamic and contemporary approach to IT service management that delves into the intricacies of human cognition, decision-making, and behavior. It empowers individuals to enhance their thinking and decision-making skills, facilitates the management of various types of change, and identifies and alters any negative influences that may be hindering progress.

The beauty of this approach lies in its subtlety. Rather than imposing sweeping changes on individuals, it encourages them to adopt small but significant modifications to their behavior. This way, they are more likely to embrace the changes willingly, without any apprehension or reluctance.


This IT service management framework is created by the esteemed Prosci founder Jeff Hiatt, who is a renowned and ubiquitous methodology. The approach it champions starts from the ground up, with each employee taking the lead, and culminates in a transformation of the entire organization.

#3. Bridges’ Transition Model

The approach of this IT service management framework is centered around individuals and their needs. It has a particular emphasis on the process of transition rather than abrupt change. Although the disparity between the two expressions is slight, it holds significance – transformation is an inevitable occurrence that affects individuals, regardless of their consent. 

Just as a caterpillar transforms into a butterfly, a transition is a metamorphosis that occurs within one’s mind during a period of change. Like a bolt of lightning, change can strike in an instant, while the transition is more like a gentle breeze that gradually shifts the landscape.

What Are the 7 Rs of Change Management?

They are:

  • The REASON for the change?
  • RISKS associated with the proposed change?
  • What RESOURCES are required to implement the change?
  • Who REQUESTED the modification?
  • REVENUE expected from the change?
  • Who is RESPONSIBLE for designing, evaluating, and implementing the change?

What Are the Roles of an IT Change Manager?

The management of all parts of an IT change often falls under the purview of change managers, who are also frequently referred to as “change coordinators.” They organize the requests for changes in priority order, evaluate the impact of the changes, and either accept or reject the changes. Additionally, they chronicle the procedures of service management as well as planning.

What is the Objective of IT Change Management?

The purpose of the IT service management process is to control the life cycle of all changes. This will allow for beneficial changes to be executed while minimizing downtime for IT services.

What Are the 3 CS of Change Management?

If you apply the “three Cs” principle to managing change, you will succeed. Managers need to make sure their explanations of the adjustments they’re making are clear, convincing, and compelling.

What Is the RACI Model for Change Management?

The RACI technique is a strategy for IT service management that assists individuals in better comprehending the tasks and duties assigned to them. Responsible, Accountable, Consulted, and Informed are the abbreviations that make up the acronym RACI. You may use RACI to establish project plans, delegate duties to members of your team, exchange documents with clients, and do a lot more.

Who Does an IT Manager Manage?

An IT Manager is a specialist who is responsible for ensuring that every worker has access to the necessary technology to complete their task. This includes a laptop and a VPN connection for remote workers who cannot be contacted in any other way, as well as careful cooperation with other departments, such as human resources or finance, to guarantee that data is kept private.

Is Change Management in Demand?

Businesses need to take human behavior into account and be able to communicate clearly for anything new to be successful, whether it be new structures, new technology, or new ways of working. As a consequence of this, there has been a significant increase in demand for capable change managers, yet the pool of candidates is quite limited.

Is IT Change Management a Good Career Path?

Change management is an excellent choice for anyone wishing to launch a career in an industry that is exhibiting positive employment prospects. A business can better develop and carry out cohesive plans with the assistance of IT service management. This ultimately results in enhanced working procedures and increased output from staff members.


  1. DECISION-MAKING FRAMEWORK: Best Framework For Effective Decision making
  3. CHANGE MANAGEMENT TOOLS: Techniques & All You Need to Know
  4. CHANGE MANAGEMENT: Steps To The Processes
  6. Advantages of Moving Traditional Business to Online Business
Leave a Reply

Your email address will not be published. Required fields are marked *

You May Also Like