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How can you support users and customers after IT changes?

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IT changes are inevitable and necessary for any organization that wants to stay competitive and secure. However, they can also cause disruption, frustration, and confusion for users and customers who depend on your systems and services. How can you support them effectively and ensure a smooth transition? Here are some tips to help you plan, communicate, and troubleshoot after IT changes.

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1 Plan ahead

Before you implement any IT change, you should have a clear plan that covers the scope, objectives, risks, benefits, and timeline of the change. You should also identify the stakeholders, roles, and responsibilities involved in the change process, and how you will monitor and measure the outcomes. A good plan will help you anticipate and mitigate any potential issues, and prepare the necessary resources and tools for supporting your users and customers.

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2 Communicate clearly

Communication is key to managing expectations and building trust with your users and customers. You should inform them about the upcoming IT changes as early as possible, and explain why they are needed, what they will entail, and how they will affect them. You should also provide them with clear and concise instructions on how to use the new or updated systems and services, and where to find more information or assistance. You should communicate through multiple channels, such as email, website, social media, phone, or chat, and use simple and consistent language.

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Jay Hawkinson, NACD.DC, MBA, MSc

Senior Data, Analytics & AI Executive | C-Suite & Board-Ready (NACD.DC Certified) | Driving Strategy, Governance & Digital Transformation | Forbes Tech Council Member
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This is one area in which many IT organizations are weak. We communicate but need to be more clearly and specifically relevant to the business community. Messages should be relevant, which means if you want people to pay attention, they should only see what is important to them. Company-wide blasts of information which is only relevant to a percentage of the audience will quickly get people to ignore you. The messaging should be free of tech jargon and ensure not only that the instructions are given, but the people that should be contacted for more information.

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3 Train and educate

Some IT changes may require your users and customers to learn new skills or adopt new behaviors. You should provide them with adequate training and education to help them adapt and use the systems and services effectively. You can use various methods, such as webinars, videos, manuals, FAQs, or tutorials, to deliver the training and education content. You should also encourage feedback and questions, and address any gaps or misunderstandings.

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4 Provide support

Even with the best planning, communication, and training, some users and customers may still encounter problems or difficulties after IT changes. You should provide them with timely and reliable support to help them resolve any issues and ensure their satisfaction. You can use different support channels, such as help desk, hotline, chatbot, or forum, to offer the support service. You should also have a dedicated team of support staff who are knowledgeable, friendly, and responsive.

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5 Gather feedback

Feedback is essential for evaluating the impact and effectiveness of IT changes, and for identifying any areas for improvement. You should gather feedback from your users and customers after IT changes, and analyze their responses and suggestions. You can use various tools, such as surveys, polls, ratings, or reviews, to collect the feedback data. You should also acknowledge and appreciate the feedback, and follow up on any actions or changes that are needed.

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6 Review and improve

IT changes are not a one-time event, but a continuous process of improvement. You should review the results and outcomes of IT changes regularly, and compare them with the original objectives and expectations. You should also monitor the performance and usage of the systems and services, and identify any issues or opportunities for enhancement. You should then plan and implement any necessary adjustments or updates, and repeat the cycle of planning, communicating, training, supporting, gathering feedback, and reviewing.

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Michael Wahl, MBA

Innovative VP of Technology & Board Member | Champion of Software Engineering, AI, Python & Serverless | Mentor & Strategic Innovator Driving Digital Transformation
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I think a lot of IT teams within an organization do a great job planning, and preparing for changes or updates. Effective, informative, and ongoing communication can be a struggle at times, but the follow-up portion is real I think many have opportunities to improve. Sometimes I think it is more of an afterthought once everything is done which is unfortunate. There is the potential to learn something or improve something for the next time there are IT changes.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Mohamed Arif Khan

IT Service Management | ITIL | IT Helpdesk | IT Operations | IT Infrastructure Management | IT Project & Program Management | Agile Project Management | Business Continuity Planning | Disaster Recovery
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It is crucial to gather a focus group of users across the company and the various departments that will be impacted with the change. Inform them of the change(s) that are being planned. Gather their input and feedback and see if the plan, process, and/or timeline needs tweaking. Before the actual change is implemented, communicate, communicate, communicate. Use simple, clear language. Use visual tools. Tell the user why you are making the change. After the change, make sure to have support staff to answer questions. If the change impacts a physical location ensure that there’s someone physically present for support. At the end, compile a “lessons learned” document and use that as input to improve the process for the next planned change.

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Mike Wemyss
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Planning and communication would be the key elements. Making sure key stakeholders have an input and upcoming change is communicated. Depending on the scale of change there may need to be training and or documentation supplied. You should to up-skill you service desk on the change and provide a means to link any incidents related to the change back to the change record for post implementation review.

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How can you support users and customers after IT changes?

1

2

3

4

5

6

7

1 Plan ahead

2 Communicate clearly

3 Train and educate

4 Provide support

5 Gather feedback

6 Review and improve

7 Here’s what else to consider

IT Management

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How can you support users and customers after IT changes?

1

2

3

4

5

6

7

1 Plan ahead

2 Communicate clearly

3 Train and educate

4 Provide support

5 Gather feedback

6 Review and improve

7 Here’s what else to consider

IT Management

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