How is ITIL Change Evaluation Performed?

How is ITIL Change Evaluation Performed?

Purpose of ITIL Change Evaluation

The main purpose of change evaluation is to provide a means which is consistent and standardized to determine the performance of a service change. It can happen in the context of possible impacts on business outcomes and on the present and proposed services and IT infrastructure.

The assessment of the actual performance of change is made against its predicted performance. There are certain risks and issues related to change, which are identified and managed.

Objective of ITIL Change Evaluation

The primary objectives of change evaluation are:

  • To set correct expectations for the stakeholder.

  • To evaluate the intended effects of a service change and the unintended effects which occur, but are reasonably practical.

  • To provide an output which is of good quality, so that the change management can make decisions regarding whether an effective decision needs to be expedited and if a service change needs to be authorized.

Scope of ITIL Change Evaluation

The following come under the scope of change evaluation:

  • Each change should be authorized at several points during its lifecycle. This can be during its building, testing, before it is checked into the DML, and before it is deployed into a live environment.

  • Prior to each authorization, an evaluation is necessary to provide the change authority with the required advice and guidance.

  • The process of change evaluation describes a formal evaluation which is suited for usage when significant changes are being evaluated.

  • Every organization should decide the particular changes which should make use of this formal change evaluation and can be evaluated as a part of the change management process.

Value of ITIL Change Evaluation

Change evaluation contributes a lot to business, which makes it valuable.

  • Change evaluation establishes the usage of manmade resources in terms of the benefits delivered.

  • This information allows for an increasingly accurate focus on value in service development and change management.

  • CSI can take a significant amount of intelligence from change evaluation to inform about future improvements to the process of change. It also makes predictions and performs measurement of service change performance.

Principles of Change Evaluation

The change model evaluation process makes use of the Plan-Do-Check-Act (PDCA) model to make sure that all evaluations are consistent.

Each and every evaluation is first planned and then carried out in multiple stages. The results of the evaluations are checked, and actions are taken to resolve any issues which have been discovered.

Process Activities of ITIL Change Evaluation

Process Activities of Change Evaluation

  • The evaluation planning process starts when the inputs and a trigger are provided. The inputs can be service design, service validation, and testing, etc.

  • The performance of the process is evaluated, and an interim evaluation report is generated.

  • If the performance is as predicted, then the actual performance evaluation begins. If not, the process is ended.

  • If the actual performance has been found to meet the requirements, then the change is said to be complete.

  • If the change is incomplete, it is advised to wait for the next change authorization point and begin evaluation of actual performance again.

  • Once the change is complete, the evaluation report is generated.

Challenges of ITIL Change Evaluation

The following challenges arise during change management process:

  • The main challenge lies in developing standard performance measures and measurement methods across the projects and suppliers.

  • It is essential to understand the perspectives of the different stakeholders involved in the process

  • It is important to understand the different between managing risks and taking a risk.

  • It is also vital to have clear communication about the organization’s attitude to risk and to encourage a risk management culture.

  • Building a detailed understanding of risks which have impacted or which may impact the transition of services is also important.

Risks of ITIL Change Evaluation

The following risks are encountered during change management process:

  • Expectations which are unrealistic while considering the time required for change evaluation.

  • The absence of clear criteria regarding when change evaluation should be used.

  • Presence of personnel with insufficient experience and authority in the organization, which plays a major role in being able to influence change authorities.

  • Delays caused by projects or suppliers in scheduling change evaluation.

Change evaluation thus sets correct expectations for the stakeholder and evaluates the intended and unintended effects of a service change. By providing a good quality output, change management can make decisions about expediting decisions and authorizing service changes.

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