Monday 25 February 2013

ROLES & RESPONSIBILITIES for Change Manager


 
  

1.0             Change Manager: Provides a single point of contact and is responsible for coordinating all change functions within that organisation

1.       Receive, log and allocate a priority, in collaboration with the initiator, to all RFCs Reject any RFCs that are totally impractical
2.       Reviews all changes after the assessment and planning phase and forwards them the right Change Approver.
3.      Organizes Change Advisory Board meeting if necessary.
4.      Updates the change after approval is given.
5.      Periodically reviews changes in a Post Implementation Review and determines and executes follow-up actions.
6.      Coordinates all activities in case the Emergency Change Handling process is triggered.
7.      Circulate all RFCs to CAB members in advance of meetings to allow prior consideration
8.      Decide which people will come to which meetings, who get specific RFCs depending on the nature of the RFC, what is to be changed, and people's areas of expertise
9.      Convene urgent CAB or CAB/EC meetings for all urgent RFCs
10.   Represent organisation at all CAB and CAB/EC meetings
11.    After consideration of the advice given by the CAB or CAB/EC, authorize acceptable Changes
12.    Performs Stakeholder Management activities to identify Stakeholder concerns and issues with solutions being developed.
13.   Monitors stakeholder acceptance/rejection of solutions being developed.
14.   Crafts and controls key communications and messages about the implementation effort.
15.   Identifies opportunities to win acceptance of solutions being developed by those who are impacted.
16.   Identifies channels for communications and builds the overall communications plan.
17.   Develops a Resistance Management Plan to provide strategies for dealing with rejection or resistance to solutions being developed.
18.   Ensures appropriate levels of the organization are involved and demonstrating active commitment and leadership to the solutions being developed.
19.   Coaching senior management and other key personnel to help them “walk the talk” and demonstrate commitment to the ITSM solution.
20.  Identify the Forward Schedule of Changes (FSC) for changes
21.    Coordinate with all necessary parties to perform Change building, testing and implementation, in accordance with schedules
22.   Update the Change log with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality
23.   Review all implemented Changes to ensure that they have met their objectives. Refer back any that have been backed out or have failed
24.  Review all outstanding ABC RFCs awaiting consideration or awaiting action
2              25. Analyses change records to determine any trends

26.  Close RFCs
27.   Produce regular and accurate management reports on changes




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