Gartner Research

Top Five ITSM Next Practices in the Change Management Process

Published: 14 June 2016

ID: G00302746

Analyst(s): Tapati Bandopadhyay, George Spafford


Infrastructure and operations leaders must change their ITSM change management processes and think beyond common ITSM frameworks, such as ITIL, to see what works best to manage IT service-related changes in their digital businesses and enterprises.

Table Of Contents
  • Key Challenges



  • Make Risk Assessment a Compulsory Step for the Change Management Process Owner
  • Take Business Requesters' Detailed Inputs to Estimate Business Value and Time Criticality of Every Major Change Request
  • Mandate the Use of Good Service Acceptance Criteria, Wherever Applicable and Available, to Improve the Speed and Effectiveness of the CAB
  • Create Multiple Virtual, Dynamic CABs
  • Use All Relevant, Real-Time, Accurate Information Flows and Automated Workflows

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