ITIL

[Nosheen]

Which methods can be employed to overcome the barriers to change?

[Diarmid]

Is this an exam or interview question?
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"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

[TomC]

Agree to the expectations with management. Document the collaborated approach everyone agreed to. Hold people accountable to those expectations one evry ticket from day 1. (with a smile)

Be prepared to answer the same process questions from the same people on a daily bases

[KenLuo]

I would prefer people to share the background and then maybe share the pain point.
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Luo, Tian-Hong (Ken)
Regional Operation Lead

ITIL Expert Certified

[Nosheen]

Dear Diarmid, this is not an exam nor an interview question. I asked this question to get different opinions on the topic.
Everybody involved in this forum is well experienced and educated, well i thought i will get good opinions on this subject which will help me in my objective.

Thanks
Nosheen

ITIL Foundation certified.

[Nosheen]

We are going through a small transition phase in our team, a few number of people are reluctant to accept the changes.

So i was just looking for what can be the possible reason for rejecting the changes

Can't changes be considered as ongoing facet of daily life in organizations,
If we inculcate a culture of change, there are chances that we will become more accustomed to changes.

[Diarmid]

Kenluo, thank you. That is a good way to put it.


Nosheen, now that you have asked a question with context it is possible to provide a response.

But first let me assert quite unequivocally that far from everyone on this forum is "well experienced". Some have work experience but are new to the concept of quality management including ITIL. Others are starting out, perhaps thrown onto ITIL courses before they fully understand anything about managing IT services. "Intelligence" is a red herring, since everyone is intelligent (perhaps in differing degrees).

Now why do people resist change? It takes them out of their comfort zone; they fear they will not be able to cope in the new environment; they feel it threatens their status, or even their job; they do not trust the motives behind the proposed change; they think the change has been poorly thought through; they think it is the wrong change.

It is certain that some people resist all change but often people raise pertinent points about changes and are seen as resisting rather than helping. If you have some people reluctant to accept your changes, firstly ask for their reasoned concerns and address them. Remember that putting through change often requires compromise on both sides and that know change is perfect.

If you have good review processes for assessment and improvement the changes are more acceptable. If you have involved your staff well, when the crunch comes the change will go through. If there is still the odd individual opposed s/he will have to fall in line. If many are opposed the change is less likely to be effective.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

[Nosheen]

Thanks a lot Diarmid.

Your response was very useful, do you think getting some of our staff members ITIL certified will help. May be then they will be able to understand the meaning of change much better. No-doubt that will involve some investment but yes i think it will help. What is your take on that.

[Diarmid]

It is impossible to say whether your staff or through them your organization would benefit from ITIL certification or training without knowing their present levels of knowledge and understanding. For example it may be that all you need is to have them read the books and hold some seminars or workshops to fully assimilate the content.

You may find that more "education" makes them more in favour of changes but at the same time makes them more demanding of a say in the detail of the changes. This ought to lead to better changes.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

[Nosheen]

Thanks Diarmid, that was a very useful response.

[KenLuo]

Do you have a governance? Whether the change should be deployed or not is not managed by a person or by technical person, it should be determined by a group of people from IT and Business with correct level of authority.

In most cases, the change comes from either business or production incidents.
_________________
Luo, Tian-Hong (Ken)
Regional Operation Lead

ITIL Expert Certified