Organisational Change Management
Maturity Measures
Process Integration
1
Changes are made in isolation without considering broader impacts.
2
Basic processes for managing changes, minimally integrated with other business functions.
3
Well-defined processes that are integrated across business units and ITSM practices.
4
Change management processes are fully aligned with business strategy and operational needs.
5
Seamless integration with all business processes, adaptive to ongoing business strategies.
Training and Awareness
1
Minimal training on change management principles.
2
Basic training for staff on the impact of changes and how to manage them.
3
Regular training sessions on managing changes effectively, including handling resistance.
4
Comprehensive training programs on change leadership and management for all relevant stakeholders.
5
Continuous learning culture, focusing on innovation and adaptability to change.
Performance Measurement
1
No metrics for measuring the effectiveness of change management.
2
Basic metrics such as completion rates and stakeholder satisfaction.
3
Detailed KPIs to assess change adoption, effectiveness, and business impact.
4
Comprehensive analytics on change outcomes, including predictive metrics for future changes.
5
Real-time, adaptive performance metrics that provide immediate feedback on change processes.
Stakeholder Communication
1
Irregular or no communication about upcoming changes and their impacts.
2
Periodic updates to stakeholders on significant changes.
3
Regular, structured communication strategies that engage all stakeholders throughout the change process.
4
Proactive communication plans that align change impacts with business goals.
5
Optimised communication using real-time data to inform and engage stakeholders continuously.
Continuous Improvement
1
No formal process for improving change management practices.
2
Reactive improvements based on feedback from major changes.
3
Systematic review and enhancement of change management processes based on lessons learned.
4
Managed improvement cycles driven by data and stakeholder feedback.
5
Culture of proactive optimisation and continuous adaptation, leveraging innovative change methodologies.
Documentation
1
No formal documentation; changes are ad-hoc and unrecorded.
2
Basic documentation of planned changes and their expected impacts.
3
Comprehensive documentation including detailed change procedures, roles, and responsibilities.
4
Documentation is regularly reviewed and updated, includes feedback and performance evaluations.
5
Dynamic, living documents that are updated in real-time with change impacts and learnings.
Tools and Automation
1
Manual tracking and management of changes.
2
Basic tools for scheduling and tracking changes.
3
Integrated change management tools that facilitate collaboration and monitoring.
4
Advanced tools with features for predictive impact analysis and automated workflows.
5
AI-driven tools for real-time change management and automated stakeholder communication.