151 In-Depth Change management (ITSM) Questions for Professionals

  • by

What is involved in Change management (ITSM)

Find out what the related areas are that Change management (ITSM) connects with, associates with, correlates with or affects, and which require thought, deliberation, analysis, review and discussion. This unique checklist stands out in a sense that it is not per-se designed to give answers, but to engage the reader and lay out a Change management (ITSM) thinking-frame.

How far is your company on its Change management (ITSM) journey?

Take this short survey to gauge your organization’s progress toward Change management (ITSM) leadership. Learn your strongest and weakest areas, and what you can do now to create a strategy that delivers results.

To address the criteria in this checklist for your organization, extensive selected resources are provided for sources of further research and information.

Start the Checklist

Below you will find a quick checklist designed to help you think about which Change management (ITSM) related domains to cover and 151 essential critical questions to check off in that domain.

The following domains are covered:

Change management (ITSM), Change management, Agenor Technology, Change Advisory Board, Change request, Configuration item, IBM Tivoli Configuration and Change Management Database, ISO 20000, IT infrastructure, IT portfolio management, IT service management, Incident Management, International Standard Book Number, Microsoft Operations Framework, Network configuration and change management, Project management, Release management, Software engineering, User acceptance testing:

Change management (ITSM) Critical Criteria:

Reorganize Change management (ITSM) issues and adjust implementation of Change management (ITSM).

– What is the total cost related to deploying Change management (ITSM), including any consulting or professional services?

– What vendors make products that address the Change management (ITSM) needs?

– What threat is Change management (ITSM) addressing?

Change management Critical Criteria:

Focus on Change management leadership and gather Change management models .

– The objective of Change Management is to ensure that standard methods and procedures are used, such that changes can be dealt with quickly, with the lowest possible impact on service quality. all changes should be traceable, in other words, one can answer the question, what changed? Do we do this?

– Troubleshooting – are problems related to what is actually changing (the change), to the management of tasks and resources to make the change happen (project management) or to issues relating to employee engagement, buy-in and resistance (Change Management)?

– Have all the major Change Management issues associated with the preferred alternative been identified and discussed?

– What are some concrete ways to help executives understand the value of change management?

– Are CSI and organizational change underpinned by Kotters change management best practices?

– Do changes in business processes fall under the scope of Change Management?

– In what scenarios should change management systems be introduced?

– What are common barriers to using Change Management in practice?

– What are the primary barriers to effective Change Management?

– When is Change Management used on a project at which level?

– When and how is Change Management used on a project?

– When is Change Management used on a project?

– How do we keep improving Change management (ITSM)?

– What is workplace Change Management?

Agenor Technology Critical Criteria:

Interpolate Agenor Technology decisions and reinforce and communicate particularly sensitive Agenor Technology decisions.

– Do we monitor the Change management (ITSM) decisions made and fine tune them as they evolve?

– Have the types of risks that may impact Change management (ITSM) been identified and analyzed?

– How do we Identify specific Change management (ITSM) investment and emerging trends?

Change Advisory Board Critical Criteria:

Give examples of Change Advisory Board planning and drive action.

– Think of your Change management (ITSM) project. what are the main functions?

– What are all of our Change management (ITSM) domains and what do they do?

Change request Critical Criteria:

Discourse Change request decisions and slay a dragon.

– Does the suggested change request have a significant negative impact on completed project work without a commensurate benefit to the product or project?

– What are the success criteria that will indicate that Change management (ITSM) objectives have been met and the benefits delivered?

– Does the suggested change request support a mandate that was not in place when the projects original scope was complete?

– Will the product of the project fail to satisfy customer requirements if the change request is not executed?

– Will the product of the project fail to satisfy customer requirements if a change request is not executed?

– Can agile methods be used effectively for evolving a system in response to customer change requests?

– Does the suggested change request represent a desired enhancement to the products functionality?

– Does a suggested change request represent a desired enhancement to the products functionality?

– Does the suggested change request seem to represent a necessary enhancement to the product?

– Is the requested change request a result of changes in other project(s)?

– Is there any existing Change management (ITSM) governance structure?

– Will the project fail if the change request is not executed?

– Is impact analysis performed for all change requests?

Configuration item Critical Criteria:

Incorporate Configuration item results and check on ways to get started with Configuration item.

– what is the best design framework for Change management (ITSM) organization now that, in a post industrial-age if the top-down, command and control model is no longer relevant?

– A Configuration Management database (cmdb) can contain different configuration items (cis). Which items would not normally be regarded as a ci?

– During release, do the configuration items used match with the latest version indicated in baseline record?

– Are all requested changes to the configuration items assessed, processed and tracked?

– Are accountability and ownership for Change management (ITSM) clearly defined?

– What: selection of configuration items (what should be managed?

– Are the relationships between configuration items established?

– Which of the entities should be configuration items?

– What are configuration items, baselines, etc. ?

– How will configuration items be controlled?

– How will configuration items be identified?

– What is Effective Change management (ITSM)?

IBM Tivoli Configuration and Change Management Database Critical Criteria:

Be clear about IBM Tivoli Configuration and Change Management Database governance and innovate what needs to be done with IBM Tivoli Configuration and Change Management Database.

– How can we incorporate support to ensure safe and effective use of Change management (ITSM) into the services that we provide?

– What tools do you use once you have decided on a Change management (ITSM) strategy and more importantly how do you choose?

– Is Supporting Change management (ITSM) documentation required?

ISO 20000 Critical Criteria:

Troubleshoot ISO 20000 issues and find out what it really means.

– What is the scope of potential ISO 20000 certification?

IT infrastructure Critical Criteria:

Extrapolate IT infrastructure outcomes and suggest using storytelling to create more compelling IT infrastructure projects.

– Can we achieve even more efficient utilization of software and hardware within mission systems and IT infrastructure investments?

– What IT infrastructure do we have and what do we need to support the future organization needs?

– In which area(s) do data integration and BI, as part of Fusion Middleware, help our IT infrastructure?

– What are the record-keeping requirements of Change management (ITSM) activities?

– How do we Improve Change management (ITSM) service perception, and satisfaction?

– How to get alignment between business strategy and IT infrastructure?

IT portfolio management Critical Criteria:

Start IT portfolio management risks and get out your magnifying glass.

– What is the purpose of Change management (ITSM) in relation to the mission?

– How do we go about Securing Change management (ITSM)?

IT service management Critical Criteria:

Deliberate IT service management goals and find answers.

– While you can hire consultants to help alleviate the resource crunch for the project, who gets to run them after the consultants leave?

– How would you describe the impact of cloud vis-a -vis your ITSM initiative/capabilities in your organization?

– How would you describe the impact of cloud vis-a-vis your itsm initiative/capabilities in your organization?

– In your organization, which group oversees/coordinates your it Service Management capabilities?

– Does the cloud service provider require third-party providers in order to deliver services?

– What challenges and opportunities does cloud computing present for IT service management ?

– Which statement best describes your organizations current IT service management strategy?

– What are the use cases that your organization is targeting currently for its cmdb/cms?

– How much time does it take to consolidate information into meaningful reports?

– What do enterprises really want from IT service management ITSM?

– What best practices are relevant to your itsm initiative?

– What does a disaster recovery plan look like?

– What is the future of it Service Management?

– What is meant by it Service Management?

– What is the scope of certification?

– What do you see as your major ITSM challenge?

– Is the Quality of Service met?

– Are we doing things right?

– Is the Quality of Service met?

Incident Management Critical Criteria:

Steer Incident Management management and create a map for yourself.

– Who will be responsible for making the decisions to include or exclude requested changes once Change management (ITSM) is underway?

– Which processes other than incident management are involved in achieving a structural solution ?

– In which cases can CMDB be usefull in incident management?

– What will drive Change management (ITSM) change?

– Do we all define Change management (ITSM) in the same way?

– What is a primary goal of incident management?

International Standard Book Number Critical Criteria:

Tête-à-tête about International Standard Book Number quality and differentiate in coordinating International Standard Book Number.

– What are your key performance measures or indicators and in-process measures for the control and improvement of your Change management (ITSM) processes?

– Do those selected for the Change management (ITSM) team have a good general understanding of what Change management (ITSM) is all about?

Microsoft Operations Framework Critical Criteria:

Analyze Microsoft Operations Framework visions and create a map for yourself.

– Who will be responsible for deciding whether Change management (ITSM) goes ahead or not after the initial investigations?

– How likely is the current Change management (ITSM) plan to come in on schedule or on budget?

Network configuration and change management Critical Criteria:

Detail Network configuration and change management engagements and drive action.

– What are our best practices for minimizing Change management (ITSM) project risk, while demonstrating incremental value and quick wins throughout the Change management (ITSM) project lifecycle?

– What are the disruptive Change management (ITSM) technologies that enable our organization to radically change our business processes?

– Why is it important to have senior management support for a Change management (ITSM) project?

Project management Critical Criteria:

Look at Project management risks and differentiate in coordinating Project management.

– Are there implications for the observed success of agile to date that reflects on our larger understanding of organizations and their fundamental nature?

– What of the risk of rework if initial architecture work overlooks what turns out to be critical? what is the probability of this happening?

– Just what is a project management office, and how can it help you address the unique project management challenges in your organization?

– Originally, agile project management required collocated teams. How could a new product or service be developed in the 21st century without them?

– Exactly how does one go about adapting the agile project management model for collocated teams to virtual ones?

– So, if the project no longer needs a detailed master project plan, why does it need a project manager?

– How will the existing culture and organizational structure be impacted by agile project management?

– Can agile project management be adopted by industries other than software development?

– Why should a client choose a project team which offers agile software development?

– So, how do we adapt project management techniques to deal with this key reality?

– Do project management and Change Management look the same for every initiative?

– What s the protocol for interaction, decision making, project management?

– How do organizations adapt to a radically new framework such as agile?

– Does your organization have a Project Management Office (PMO)?

– What type of certificate will be awarded and by whom?

– What is the Technical aspect of Project Management?

– What is the meaning of success in this context?

– How do we deal with change?

– What is the cost of change?

– Needs project management?

Release management Critical Criteria:

Ventilate your thoughts about Release management risks and revise understanding of Release management architectures.

– How do these developers concur over long distances in environments where people rarely if ever meet face to face in a virtual organization?

– The offeror will describe its service levels for fixes, help desk, etc.  will it reduce its fees if the service levels are not met?

– Process support: how can a project better institutionalize workflow support without adding a bureaucratic burden to the developers?

– In some projects up to 85% of the changes are performed by a small core of developers, what space for innovation is left?

– Are there any disadvantages to implementing Change management (ITSM)? There might be some that are less obvious?

– Is open source software development faster, better, and cheaper than software engineering?

– What will happen to the software configuration of a customer, when she updates a certain component?

– Are there any guarantees that the project will ever be completed?

– What to build, how to build it, build it, and is it built right?

– What do we know about proximity and distance in work groups?

– How will the offeror provide support through the help desk?

– What tools and techniques are use to support these activities?

– What are the development, release, and deployment activities?

– Better, and cheaper than software engineering?

– What can a cms do for an open source project?

– How do we know that all tasks are complete?

– Does Agile Release Management Work in Real Life?

– How well are os projects documented?

– How are changes managed?

– All tasks complete?

Software engineering Critical Criteria:

Chat re Software engineering management and attract Software engineering skills.

– DevOps isnt really a product. Its not something you can buy. DevOps is fundamentally about culture and about the quality of your application. And by quality I mean the specific software engineering term of quality, of different quality attributes. What matters to you?

– Can we answer questions like: Was the software process followed and software engineering standards been properly applied?

– Does the Change management (ITSM) task fit the clients priorities?

– Which Change management (ITSM) goals are the most important?

– How to Secure Change management (ITSM)?

User acceptance testing Critical Criteria:

Dissect User acceptance testing outcomes and maintain User acceptance testing for success.

– What are the key elements of your Change management (ITSM) performance improvement system, including your evaluation, organizational learning, and innovation processes?

– What knowledge, skills and characteristics mark a good Change management (ITSM) project manager?

– Who will provide the final approval of Change management (ITSM) deliverables?


This quick readiness checklist is a selected resource to help you move forward. Learn more about how to achieve comprehensive insights with the Change management (ITSM) Self Assessment:


Author: Gerard Blokdijk

CEO at The Art of Service | http://theartofservice.com



Gerard is the CEO at The Art of Service. He has been providing information technology insights, talks, tools and products to organizations in a wide range of industries for over 25 years. Gerard is a widely recognized and respected information expert. Gerard founded The Art of Service consulting business in 2000. Gerard has authored numerous published books to date.

External links:

To address the criteria in this checklist, these selected resources are provided for sources of further research and information:

Change management External links:

Join Us | Change Management 2018

Change management experts -Change Management …

[PDF]Change Management Best Practices Guide

Agenor Technology External links:

Agenor Technology (@AgenorTech) | Twitter

Agenor Technology: delivering change, managing risk

Agenor Technology – Solaborate

Change Advisory Board External links:

Change Advisory Board | UITS Change Advisory Board

Home | UITS Change Advisory Board

Change request External links:

Mortgagee Change Request Form

GEICO Homeowner Mortgagee Inquiry and Change Request


Configuration item External links:

Configuration Items | What Is a CMDB? | InformIT

MIL-HDBK-61A 5.3 Configuration Items

Glossary – Configuration Item

ISO 20000 External links:

What is ISO 20000? – Definition from WhatIs.com

IT infrastructure External links:

5 Best Open Source Monitoring Software for IT Infrastructure

Goal 6: IT Infrastructure | Information Technology

What is IT Infrastructure? – Definition from Techopedia

IT service management External links:

IT Service Management | Availability Management | Optanix

ServiceAide: ITSM Tools – IT Service Management …

Remedy 9 – IT Service Management Suite – BMC Software

Incident Management External links:

New York State Incident Management and Reporting System

National Incident Management System (NIMS) – FEMA

Enterprise Incident Management

International Standard Book Number External links:

ISBN – The International Standard Book Number

ISBN: International Standard Book Number for Self …

What is an ISBN (International Standard Book Number)?

Microsoft Operations Framework External links:

Microsoft Operations Framework 4.0

Exin MOFF.EN Microsoft Operations Framework …

Microsoft Operations Framework by Felix Müller on Prezi

Project management External links:

Certifications | Project Management Institute

Release management External links:

[PDF]IT Change and Release Management (ITIL) …

Software engineering External links:

Software Engineering Services

Academy for Software Engineering / Homepage

Software Engineering Institute

User acceptance testing External links:

The 5 Types of User Acceptance Testing! – Usersnap

User acceptance testing – CERN Document Server

What is User Acceptance Testing (UAT)? – Meet Guru99