I like to think of myself as a reasonably intelligent person.
I’ve been working in ITSM for many years and I understand the mechanics behind change, but it has always been one of the hardest, most arduous of processes to get right.
For those who may be new to ITIL and Change Management, the textbook definition defines change as:
"The addition, modification or removal of anything that could have an effect on IT services."
What this means is, the scope for change management could cover anything from the architecture, the processes themselves, alterations in the tool as well as physical changes to the assets themselves.
As an ITSM Architect, testing change records through whatever tool I had deployed, reviewing process documents talking about lead times into the mists of the future, I found myself musing as to why things get so complicated.
Who best to help me tackle this than a former change manager, of course!