IT change management for government

A newly formed NSW government department was the result of amalgamation of four related agencies. IT change management was targeted as the critical starting point for documenting the department’s new service management processes.

Frame was engaged to develop the IT change management process. The process was to be based on the ITIL framework, and was to be documented to a level that enabled it to be automated.

The process was modelled and described at increasingly lower levels of detail to suit quick reference, detailed understanding and workflow automation.

A transition roadmap was developed for the implementation team, identifying the tasks required to transform the organisation from its current state.This included the stages of transition, the detailed tasks required to implement a manual process and the detailed tasks to eventually automate it.

Frame provided a high level of expertise in managing the engagement and in developing and documenting the process. And Frame’s collaborative approach with stakeholders ensured prompt review and approval of deliverables.

Frame’s solution exceeded expectations and provided a clear roadmap for implementation.

There was a considerable focus on engaging stakeholders:

• face-to-face meetings — individually and in groups — to collect requirements
• workshops to fully socialise the requirements and to discuss and agree the proposed process model
• roundtable reviews to expedite completion of the process definition document and to ensure common understanding of the process across the business.

During workshops, we found that many people, from various parts of the organisation, misunderstood the role of IT change management. So we documented the process to show the delineation and interrelationships with other business processes, particularly:

• project management and implementing changes
• financial management and funding changes
• general management and resolving conflict over changes.