Change Management beyond Adoption: Learning from Tickets

We've just gone live with a major IT system rollout in several pilot countries, and so far, things are going well. The system is functioning smoothly, and users are adapting to the new processes. But, as is typical with any new launch, we've also received a handful of inquiries through the ticket system—the familiar tool many companies use to manage support, log issues, and track progress.

These moments remind me that effective change management isn't only about ensuring people can use the new system smoothly. It's also about preparing them for when they encounter challenges—ensuring they understand the connected processes, how to help themselves, and eventually also how to get support from others. The true value of change management often becomes most visible not during the training or launch but in the practical, everyday use of the system, especially during those initial hyper-care periods when questions and issues arise.

Achieving "No Ticket" Support

Ticket systems have become a symbolic representation of support in today’s organizations. While tickets are critical for managing and resolving issues, I'm a firm believer in the saying: "The most efficient ticket is the one that wasn't even created." For me, it's even a guiding principle for effective change management.

This doesn’t mean that people shouldn’t seek help—far from it. Rather, effective change management aims to create an environment where users feel confident and informed enough to handle most questions independently. Good change management is comprehensive; it covers everything from using the new system to understanding what to do when things don’t go as planned. It involves building thorough FAQs, developing troubleshooting guides, and ensuring users have a solid understanding of how support works. In short, it’s about answering questions before they even arise.

From Use to Support: The Change Management Spectrum

Too often, change management focuses solely on training people on how to use the new tool or system—essentially, the "happy path." But true success requires planning for more than just best-case scenarios. Users need to know how to navigate the "what ifs"—those moments when something unexpected happens. Where do they turn when things don’t work as expected? How do they access support? What processes do they follow to get assistance?

As change managers, we need to ensure that people aren't just proficient in using a system but also knowledgeable about the broader support ecosystem. This means helping users understand the scope of available support, providing clear instructions on what to do when issues arise, and ensuring they know where to find relevant resources—whether it’s an FAQ, a help desk, or a troubleshooting guide.

If change management is done well, the need for support naturally decreases over time. When users are well-prepared, feel comfortable using the system, and have a clear understanding of available resources, they are far less likely to escalate minor issues or create support tickets for problems that could be easily resolved through self-help resources.

A key part of our role as change managers is thus to anticipate those "what if" moments and then empower people. To provide them with the knowledge and tools they need, not only to use the system effectively but also to confidently navigate any challenges that may arise. Because the real measure of change management's success isn’t just a smooth launch day; it’s how well people adapt and thrive long after that launch day has passed.

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