Business-Centric Change #4 – Coda

After the last milestone of the transformation program, the IT Organization always has one question: “Are we done?”

The true and discomforting answer is “No.”

Despite the great effort expended in identifying “The Problem,” refining “The Solution,” and executing it with particular attention to Organizational Change Management and counsel, the change is not complete – simply because it never can be, as the transformed organization is always evolving.

The true and perhaps more comforting answer is “No, and here is why.”

•    “We will have Process, Technology and Organizational changes due to Service Delivery Failures and failing to meet Service Level Agreements brought about by Problem Management and Root Cause Analysis.”

•    “We will have improvements to our IT Services caused by the Continual Improvement Process led by our Service Managers.”

•    “We will have improvements to our IT Service Management Processes caused by the Continual Improvement Process led by our Process Managers.”

•    “We will have new IT Services demanded by the Customers of our Business and our Business Customers.”

•    “We will have changes to Technology as new technologies become available and other technologies mature.”

•    “We will change our Organization to reflect the changes in our Business Strategy, IT Services and Technology.”

These changes are on the surface smaller than the recent transformation, and can be every bit as full of impact on the organization, particularly if the change is in the sourcing of IT Services.

The Transformation Triangle can be used to assist in the explanation, as it has arrows indicating a cycle of impacts around the vectors of Process, Technology and Organization. None of them are static for long.

With all that said, do no forget to take the time to declare victory and celebrate the completion of a successful transformation with your organization. It’s been a tough road and you’ve all earned it. But you must also create an expectation that the process of change has not ended as the organization continues to evolve within the new paradigm.