Introduction

This spreadsheet system allows you to conduct a mini Change Management Process Assessment. You may substitute your own questions should you require.
It has been developed as a starting point to highlight areas that require particular attention and to give you some idea of process maturity.
For more detailed assessment exercises you may need to employ outside consultants.
If you do employ Service Management consultants you can present the findings of this spreadsheet to help them rapidly understand some of your current issues.
This in itself is a time saving (and therefore) cost saving exercise.
This spreadsheet has been designed for 10 participants.
You could use multiple spreadsheets to do a large group or modify formula's etc.
You can use this spreadsheet as the starting point for enhancements (one suggestion is to use Pivot Tables, for even more powerful analysis).

Data entry
Below are the only valid entries for the assessment
Each person must use the drop down box and select an answer for each question for each process area.

1
2
3

Initial - processes and activities are adhoc or chaotic or undefined

Repeatable - basic processes and activities are established and there is a level of discipline and adherence
Defined - All processes and activities are defined, documented, standardised and integrated together

Managed - Processes are measured by collecting detailed data on the processes and their quality and appropriately
improved

Optimising - Continuous process improvement is adopted. Process and activities are mature
Step 1 - Enter the names of the participants here :
Participant 1
Participant 2
Participant 3
Participant 4
Participant 5
Participant 6
Participant 7
Participant 8
Participant 9
Participant 10
Step 2 - Now have each participant answer each question for each Service Operation area, under their name.

The Change Management Process

Participant 1

Participant 2

There is a clear understanding by the IT Staff in the organisation of the Change process
There is a clear understanding by the Staff/Stakeholders in the organisation of the Change process
We have defined Change Management's Purpose, Goal and Objective
We have defined Change Management's Scope
We have defined Change Management's Value to the business
We have defined Change Management's Policies, Principles and basic concepts
Timescales are agreed for all Change handling stages
Change Manager/Process Owner is in place
Standard Changes for IT teams are defined
Standard Changes for IT teams have been implemented

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10

323271137.xls

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Clear distinction has been made between and a Requst for Change and a Service Request
Change Models are defined
Categories of Changes are defined
Change Authorisites within IT teams for Change Models have been identified and trained
Priorities of Changes are defined
An Emergency Change Process/Procedure has been developed and is in place
An Emercency CAB has been Establised
Roles and Responsibilites have been established and documented for the Emergency CAB
Roles and Responsibilites have been established and documented for the anyone being a CAB member
A Request For Change (RFC) has been develped with supporting procedure
A link from Change Mangement to the Project/Programme Office has been established
The connections between Change Mangement and Project/Programme Office has been documented and agreed
A Forward Schedule of Change is in place
The Forward Schedule of Change is available in some form to everyone
The Change "Review the Request for Change" process activity is specified
The Change "Assess and Evaluate" process activity is specified
The Change "Authorise the Change" process activity is specified
The Change "Plan and Schedule" process activity is specified
The Change "Co-ordinate the Change Implementation" process activity is specified
The Change "Review the Change" process activity is specified
The Change "Close the Change" process activity is specified
We have defined Change Management's Triggers, Imputs, Outputs and interfaces
We have defined Change Management's Information Management reporting
We have defined Change Management's Challenges, Critical Success Factors and Risks
Raising a Request for Change has been automated
Change Management Process Training/Awareness is in place as an ongoing activitiy
External Suppliers are trained in using the Change Management Process
Data entered into Change Records at all stages is checked for completeness
Change Mangement Process review procedure is in place
SCORE

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0

Activities in Place needed for the Success of Change Mangement

Participant 1

Participant 2

1
2
3
4

The Service Desk know how to direct users to the Request for Change Form - as appropriate
The Service Desk is aware of their role in logging incidents that are raised as a result of Changes
Tier2/Level teams are aware of their role in the Change Management Process
Tier 3/Level teams are aware of their role In following the Change Management process
SCORE

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323271137.xls

Change Management Metrics

Participant 1

Participant 2

1
2

Change Management's KPIs and metrics are defined and in place

Change Management Reports have been identified and put in place

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SCORE
4

Change Management Process Interactions

Participant 1

Participant 2

1
2
3
4

Service Asset and Configuation Management is in place and available to support Change Management
The relationships between Change Management and other Service Transition Process are understood
Change Management will review all changes that Release backs out from
The Incident Manager/The Incident Proess is consulted as part of Change Management (post implementation reviews)
SCORE

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323271137.xls

Participant 3

Participant 4

Participant 5

Participant 6

Participant 7

Participant 8

Participant 9

Participant 10

Total

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323271137.xls

Count Avg

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323271137.xls

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Participant 3

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323271137.xls

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Questionnaire Results

Change Management responses all participants

Initial - processes and

activities are adhoc or
chaotic or undefined

The Change Management Process

Activities Needed in Place for the Success of Change Management
Change Management Metrics
Change Management Process Interactions

0
0
0
0

Change Management Average score all participants,

all questions

Repeatable - basic
processes and
Defined - All processes
activities are
and activities are
established and there defined, documented,
is a level of discipline
standardised and
and adherence
integrated together

0
0
0
0

0
0
0
0

Managed - Processes are

measured by collecting
detailed data on the
processes and their quality
and appropriately improved

Optimising Continuous process

improvement is
adopted. Process
and activities are
mature

Nbr of Responses

0
0
0
0

0
0
0
0

0
0
0
0

SPECIAL NOTE: The use of the AVERAGE as a statistical measurement has some inherent weaknesses

Average Score

The Average takes into account the extreme values. Use the MODE function to get a representative value of w

The Change Management Process

Activities Needed in Place for the Success of Change Management
Change Management Metrics
Change Management Process Interactions

Participant
Participant 1
Participant 2
Participant 3
Participant 4
Participant 5
Participant 6
Participant 7
Participant 8
Participant 9
Participant 10

0
0
0
0

The Change
Mangement
Process
0
0
0
0
0
0
0
0
0
0

Activities
Needed in
place for the
Success of
Change
Management
0
0
0
0
0
0
0
0
0
0

Change
Management
Metrics
0
0
0
0
0
0
0
0
0
0

Change
Management
Process
Interaction
0
0
0
0
0
0
0
0
0
0

ome inherent weaknesses.

a representative value of what most participants answered.

Average Service Transition Readiness Score - all participants, all questions

The Change Management Process

1
0.5
Change Management Process Interactions
Activities Needed in Place
0
for the Success of Change Management

Change Management Metrics

Average Score

Incident Mangement - Summary of all Responses

Optimising - Continuous
process improvement is
adopted. Process and
activities are mature
Managed - Processes are
measured by collecting
detailed data on the
processes and their quality
and appropriately improved
Defined - All processes
and activities are defined,
documented, standardised
and integrated together
Repeatable - basic
processes and activities
are established and there is
a level of discipline and
adherence
Initial - processes and
activities are adhoc or
chaotic or undefined

Average score per process

Participant View
1
0.9
0.8
0.7

The Change Mangement Process

0.6
0.5

Activities Needed in place for the

Success of Change Management

0.4
0.3

Change Management Metrics

0.2
0.1
0

Change Management Process

Interaction