Change Management Process Audit

 

The IT Infrastructure Library (ITIL) identifies Change Management as one of the critical processes at which an effective IT organization must excel. Whether or not your Contact Center is part of the IT function, change is a constant. And a Change Management process can make the difference between a controlled, orderly evolution and a chaotic, disruptive adjustment. Whether it is the introduction of new products and services, technology upgrades or changes in business strategy an effective Change Management process ensures that the Contact Center is prepared to absorb the change without negatively impacting its mission or its customers.

A Change Management Process Audit is an outside evaluation of your Contact Center’s Change Management practices against a set of industry best practice standards in the context of your specific business and operating goals. Even if you have no formal, documented process for Change Management defined you do manage change on a regular basis. Your Tyche consultant will review and asses your present methods and identify specific ways in which your process can be improved. Whether you need a complete solution design and implementation project, or just a tune-up to your existing methods Tyche’s experienced Contact Center professionals can design the right solution for you.

A Change Management Process Audit will normally be completed within 5 business days (large, distributed or complex organizations may require slightly more time) and will include:

• Assessment and, if required, documentation of the current change management processes in use.
• Interviews with management, customers and staff to establish understanding and compliance with the existing process.
• Identification of industry best practices applicable to your unique situation.

• Facilitation of design team efforts or design of a custom solution for your review and approval.
• Implementation project management support to ensure an effective and non-disruptive rollout.
• Design and implementation of a measurement and reporting system to accompany the process implementation.

Change is unavoidable; disruptive implementations are not.

Unplanned changes are creating havoc in the Contact Center but you aren’t sure exactly how to tackle the problem….. now you know!