Change Enablement
Maturity Measures
Documentation
1
No formal documentation; change processes are unstructured and inconsistent.
2
Basic documentation of change policies and procedures.
3
Comprehensive documentation including detailed procedures, roles, and responsibilities for change management.
4
Documentation is regularly reviewed and updated, integrating feedback and compliance requirements.
5
Dynamic, adaptive documentation incorporating real-time change analytics and feedback loops.
Tools and Automation
1
Manual processing of changes with minimal tracking.
2
Basic tools for change logging and tracking.
3
Integrated change management tools with capabilities for scheduling, assessing, and reviewing changes.
4
Advanced tools with automation for change workflows and decision support.
5
AI-driven tools for predictive change impact analysis and automated change processes.
Process Integration
1
Change processes are isolated and reactive.
2
Basic integration of change enablement with other ITSM processes.
3
Well-defined change processes integrated across IT service management and business units.
4
Change enablement processes are fully aligned with business strategy and risk management.
5
Seamless, enterprise-wide integration of change processes, supporting agile and continuous delivery.
Training and Awareness
1
Minimal training on change management principles.
2
Basic training for IT staff on change procedures.
3
Regular training sessions on change management best practices and tools.
4
Comprehensive development programs focusing on advanced change management skills and risk assessment.
5
Continuous learning culture with training on emerging technologies and adaptive change methodologies.
Performance Measurement
1
No formal metrics for measuring the effectiveness of change management.
2
Basic metrics such as number of changes implemented and success rate.
3
Detailed KPIs tracking change impact, user satisfaction, and compliance rates.
4
Comprehensive performance management integrating qualitative and quantitative data.
5
Real-time, predictive analytics to refine change strategies and improve outcomes.
Stakeholder Communication
1
Poor or no communication about change status and impacts.
2
Periodic updates to IT teams and stakeholders on major changes.
3
Regular, structured communication protocols for informing all stakeholders about upcoming changes and their impacts.
4
Proactive communication strategies that align with business objectives and change impacts.
5
Optimised communication using real-time data for immediate stakeholder engagement during change events.
Continuous Improvement
1
No systematic process for improving change management practices.
2
Reactive adjustments based on significant issues or failures.
3
Formal review and improvement processes based on feedback, analysis, and lessons learned.
4
Managed improvement cycles driven by data, technology advancements, and feedback from business units.
5
Culture of proactive optimisation and continuous adaptation in change management practices.