How do you ensure IT operations changes are smooth and beneficial?

We have found that Open Office Hours for users has the biggest bang for the buck. To adopt MFA globally and not have the help desk overwhelmed we hosted office hours for 20000 users over 6 weeks and walked them thru the change. On every call we whittled the fat fingered users to a very few and connected them with executive IT staff to hand hold them and get them thru install, config and test of MFA. It’s a pain, but then you will nearly never have user trouble with MFA in your org. It’s been burned in. SSPR too, rollout over the air laptop refresh this way too. Works every time.

Some of the key steps to be ensured are: 1. Prepare the Organization for Change 2. Craft a Vision and Plan for Change 3. Implement the Changes 4. Embed Changes Within Company Culture and Practices 5. Review Progress and Analyze Results

Communication and training win the day with any IT Operations change. Messaging, in-depth documentation and timing need to be at the forefront of scheduling necessary changes with affected business lines.

Scope it: To correctly determine or assess impact, trace related components. Have the change impact BD risk assessment team ask the necessary questions to reveal relationships with internal/external components, APIs, data. Then there is the often overlooked people and (non-automated) process angle. How often have an asked the question- “what will change in the way people work?” and been met with blank looks? Even a different-looking interface will throw off an employee who is used to the look and feel of an interface. Remember when Microsoft introduced the ribbon in Office? ITOM needs to correctly dimension and plan for the non-technology, non-IT components of change. Called Organizational Change Enablement in the COBIT framework.

IT Operations need to be structured properly as Support and Project Delivery. All changes should follow the ITIL framework. Fixes related to incident and problem management tickets should be handled by the production support team. Ensure a working Dev environment which is exactly same as PROD to facilitate a platform for testing changes effectively before implementation. Designate a PMO to track recurring problem tickets which need to be addressed through a feature or product upgrade. Scope the project, budget for resources and ensure the impact is effectively addressed through proper testing. Consider all aspects of Release management through effective planning, communication and implementation. Implement DevSecOps from build stage.

One thing is important as it continues awareness in the form of training on changes for the stake holders like end users through support engineers/executives.

I would suggest few things as below: - SOP: Any organization should have a set of SOPs to ensure that everybody follows defined procedures and avoid human-errors, etc. - Well-defined Change structure: Define every role for Change team and appoint the right people to the right roles. Key roles such as Change Manager, Change Approver must have back-up person so that there is still approver in charge of urgent changes or incidents. - Good documentation system: Good documentation is the greatest source for internal training and it also supports for both internal and external audits. Every Change must be documented.

Je pense que l'adhésion à un processus standard de gestion des changements est indispensable. Dans ma pratique, j'ai recours à ITIL ou à des cadres agiles pour structurer les étapes des changements, de la planification à l'exécution. Un processus clair et bien documenté assure la cohérence, réduit les erreurs et favorise une mise en ?uvre réussie.

Collaboration among other IT teams as well as the other relevant stake holders by providing visibility with a clear communication .This improves efficiency and ensures everyone is on the same page when it comes to system maintenance and use.

J'ai pu observer que la communication et la collaboration sont les piliers d'une transition sans heurts. Il est vital d'informer toutes les parties prenantes des changements, de leurs impacts et du calendrier. Créer des canaux de communication ouverts et collaborer étroitement avec les équipes IT et métier garantit l'alignement et la compréhension mutuelle.

Je pense qu'avant tout changement il faut deja tres bien defnir les objectifs . Tout ce qui est clairement défini est facilement mesurable. On pourra ainsi faire ressortir les KPI necessaire pour voir l'impact de ce changement sur le business et reajuster au besoin

Sur la base de mon expérience, surveiller et mesurer les résultats des changements est essentiel pour assurer leur efficacité. Des indicateurs de performance clés (KPIs) doivent être définis au préalable pour évaluer les performances post-implémentation. Cela permet d'identifier rapidement les problèmes, d'ajuster les processus et de garantir que les objectifs sont atteints.

J'ai pu trouver que l'apprentissage continu et l'amélioration sont fondamentaux. Analyser les retours d'expérience (REX) après chaque changement aide à comprendre ce qui a fonctionné ou pas. Cette approche favorise l'optimisation des processus futurs et renforce la capacité de l'équipe à gérer les changements de manière plus efficace.

In the realm of IT operations, the primary aim is to ensure user satisfaction. Achieving this goal requires introducing changes with minimal disruption, meticulous planning, well-defined change management processes, transparent communication for emergency changes, and thorough pre-production testing. Additionally, service level agreements (SLAs) play a pivotal role in managing customer expectations. Adhering to these principles guarantees a reliable and efficient IT environment.

Build a good culture and ensure every person involved are know what their role and responsibility and also built their awareness about the risk of changes and the proper process of changes.

One thing I found helpful - was rallying executive support, and communicating with all stakeholders. I agree Testing is critical to success. Then complete a post-implementation review for continual service improvement.

Ensuring smooth and beneficial IT operations changes involves proper planning for change management, stakeholder communication, a robust training and deployment base and then managing and monitoring the project followed by feedback & and enhancements.

Enfin, il est crucial de considérer les aspects technologiques, humains et organisationnels lors de la gestion des changements. J'ai appris que l'adoption de technologies émergentes, la formation continue des équipes et l'adaptation aux cultures organisationnelles sont des éléments clés pour réussir les transitions informatiques. équilibrer ces aspects assure une mise en ?uvre fluide et bénéfique des changements.