What is IT Change Management?

IT Change Management is the process of planning, approving, and implementing changes to IT systems and services in a way that minimizes disruptions. The purpose of IT Change Management is to evaluate proposed changes, approve or reject them based on risk and impact, and coordinate their implementation to avoid service disruption.

Changes can range from routine updates and system upgrades to urgent fixes and infrastructure replacements. Instead of leaving these decisions to chance or individual judgment, the practice introduces clear workflows, defined roles, and consistent documentation to support accountability and reduce unplanned outages.

As a formal practice within ITIL, Change Management has evolved over time. In the latest version, ITIL 4, it was renamed to Change Enablement to reflect an important shift in focus — from simply controlling change to enabling it in a safe and efficient way. The name may have changed, but the goal remains the same: to support business needs without compromising the reliability of IT services.

Why is Change Management important?

Introducing change without a clear process can lead to service outages, security gaps, and unplanned costs. IT environments are complex, and even small updates can create unexpected ripple effects if they're not handled carefully. Change Management gives organizations the structure to make changes confidently, without putting day-to-day operations at risk.

When there's no formal approach, teams may push changes into production without fully understanding the impact. That’s when businesses face disruptions, prolonged downtime, or even compliance violations if critical systems fail. 

A solid Change Management process reduces these risks by making sure each change is reviewed, approved, and implemented with the right level of oversight.

Given that only about 30% of change initiatives succeed and most, even successful ones, might fail to deliver value, an effective Change Management process becomes critical. Beyond just avoiding problems, it also helps IT teams deliver improvements faster and more reliably. It supports better communication between stakeholders, aligns changes with business priorities, and builds trust across departments.

5 benefits of IT Change Management

1. Minimizes service disruptions by coordinating changes in a structured way.
2. Reduces the risk of downtime, data loss, or compliance issues through consistent impact analysis and approval.
3. Improves visibility and accountability, so stakeholders know what’s changing, why, and when.
4. Helps teams implement improvements faster, with fewer rollbacks or rework.
5. Supports audit and compliance requirements by maintaining detailed change records.

The four core principles of ITIL Change Management

The four core principles of Change Management work together to create a holistic approach to managing change. 

1. Understand: This principle involves gaining a comprehensive grasp of the proposed change, its reasons, and its potential impacts. It requires analyzing the current situation, identifying the need for change, and assessing how the change will affect various aspects of the organization and its people.

2. Plan: Once the change is understood, careful planning is crucial. This step includes setting clear objectives, defining the scope of the change, identifying potential risks, and developing strategies to mitigate them. It also involves creating a detailed roadmap for implementing the change.

3. Implement: In this step, you’ll be putting the plan into action. It involves executing the change in a controlled manner, monitoring progress, and making necessary adjustments along the way. Effective implementation often requires strong leadership and dedication to seeing the change through.

4. Communicate: Communication is not just a final step but an ongoing process throughout the change. It involves informing all stakeholders about the change, its progress, and its impacts. Effective communication helps build understanding, reduces resistance, and encourages buy-in from those affected by the change.

Change Management models

Here’s an overview of some widely recognized models for implementing Change Management.

• Lewin's Change Management Model: Kurt Lewin, a pioneer in social psychology, introduced this model in the 1940s to address the dynamics of change within organizations. His three-stage model emphasizes the need to prepare for change, implement it effectively, and then ensure the new state becomes stable.

1. Unfreeze: Prepare the organization for change.
2. Change: Implement new processes, behaviors, or systems, supporting employees through the transition.
3. Refreeze: Solidify the changes to ensure they are adopted and sustained over the long term.

• Kotter's 8-Step Process: John Kotter, a professor at Harvard Business School, developed this model after studying why change efforts often fail. His eight-step process is designed to help organizations implement change successfully through good leadership and communication.

1. Create urgency
2. Form a powerful coalition
3. Create a vision for change
4. Communicate the vision
5. Remove obstacles
6. Create short-term wins
7. Build on the change
8. Anchor the changes in corporate culture

• ADKAR Model: The ADKAR model, introduced by the research and consulting firm Prosci in the late 1990s, focuses on individual change as the key to successful organizational change. It was developed to help organizations understand how change impacts people and to ensure that individual transitions are managed effectively.

1. Awareness: Recognize the need for change.
2. Desire: Show willingness to support and participate in the change.
3. Knowledge: Understand how to make the change.
4. Ability: Acquire the skills and behaviors required for the change.
5. Reinforcement: Ensure the change is maintained over time.

• McKinsey 7-S Model: The McKinsey 7-S Model was created by Tom Peters and Robert Waterman, consultants at McKinsey & Company, as a tool to analyze and improve organizational effectiveness. The model highlights the interconnectedness of seven internal elements:

1. Strategy: The organization’s plan to achieve its goals.
2. Structure: The organizational hierarchy and reporting lines.
3. Systems: The processes and workflows within the organization.
4. Shared Values: Core beliefs and corporate culture.
5. Style: Leadership style and organizational culture.
6. Staff: The people and their roles within the organization.
7. Skills: The capabilities and competencies of the organization’s employees.

Types of Change Management

Organizations use different approaches depending on what’s changing — whether it’s a strategic shift, a new tool, or a process improvement. Here are six common types of Change Management:

1. Organizational Change Management: This type takes a strategic, organization-wide view. It focuses on aligning people, processes, and culture to support a new direction. You’ll typically see it during mergers, restructures, or when adopting new business models.

2. Technological Change Management: More tactical and technical in nature, this approach is about systems and infrastructure. It covers the introduction of new tools, software upgrades, or hardware changes, with an emphasis on minimizing disruption and helping users adapt.

3. Transformational Change Management: Vision-driven and long-term, transformational change redefines the way an organization operates. It often responds to external forces like market shifts or regulations and requires changes to culture, strategy, and leadership.

4. Remedial Change Management: Used in response to problems or performance issues, it has a corrective approach. It addresses specific failures or inefficiencies — whether that’s due to service outages, compliance gaps, or negative customer feedback.

5. Developmental Change Management: This proactive approach supports growth by improving existing skills, processes, or capabilities. It’s often used to prepare for future demands or introduce more efficient working methods before problems occur.

6. People-centric Change Management: Focused on employee experience, this type helps individuals adapt to change. It’s often tied to communication, training, and support strategies designed to keep teams engaged and productive during transitions.

IT Change Management process

When starting with Change Management, there are several essential steps to follow. Here's how to proceed:

1. Formalize the change request

The process begins with a structured way to submit change requests. Each proposal should be clearly documented, including details like its purpose, scope, urgency, and expected impact.

Teams typically use a standard form or template to collect this information (you can use our free change request workflow template). It should also name the person responsible for carrying out the change and list all stakeholders involved. Having this in place ensures the request is ready for the next stage.

2. Approval

After the request is submitted, it must be evaluated and approved. This decision is usually made by a Change Manager or another designated authority. They consider the potential risks, the resources needed, and how the change might affect the organization.

Not all changes will move forward — some may be denied if the risks are too high or the benefits unclear. In some cases, especially for standard or low-risk changes, approval can be delegated to specific roles or teams following ITIL 4 practices.

3. Communicate the plan

Once approved, the change needs to be communicated to everyone it will affect. Clear communication helps people understand what’s changing, why it matters, and how they’re expected to take part.

Sharing the plan early helps build support and gives teams time to prepare. It also reduces confusion and resistance, especially when people can see how the change supports broader goals or makes their work easier.

4. Implement the change

With everyone informed and prepared, it’s time to put the plan into action. During this phase, the change is executed according to the timeline and procedures outlined earlier.

It’s important to keep records throughout the process. If something doesn’t go as planned, noting it in real time will help during the review. For complex or high-risk changes, it’s a good idea to use safe-to-fail testing and have fallback options ready.

5. Review and close

After implementation, the final step is to review how the change went. This includes checking whether the objectives were met, how the process unfolded, and what lessons can be taken forward.

Even when the result is positive, reviewing the process helps improve future changes. Over time, this kind of reflection strengthens the organization’s overall approach to Change Management.

"We need to be learning organizations. We need to craft safe-to-fail and empower people to take calculated risks, so if the goal of Change Management is zero failed changes or zero bad consequences, where's the learning? (...) Safe-to-fail is an engineered thing. We engineer environments, both the technology, how it's managed, how it's deployed in such a way. We believe that any failure is not going to be catastrophic; it will be controlled and limited. (...) We can't allow ourselves to be fighting an organization that wants desperately to learn."

Greg Sanker, Director of IT Support at Taylor Morrison

ITIL Change Management roles

These are some of the roles involved in the practice:

• Change initiator: Submits the change request and provides key information about the proposed change.
• Change Manager: Oversees the process, evaluates requests, and ensures changes follow defined procedures.
• CAB (Change Advisory Board): Reviews higher-risk or major changes and advises on approvals and scheduling.
• Change approver: Makes the final decision to approve or reject the change request.
• Service owner: Provides input on how the change may impact the service and ensures it aligns with service-level goals.
• Implementation team: Executes the approved change according to the plan.

Using InvGate Service Management as your IT Change Management software

Managing change manually can quickly become complicated. Between tracking requests, routing approvals, keeping everyone informed, and documenting outcomes, there are too many moving parts to leave to email threads or spreadsheets. A dedicated Change Management tool helps you organize the entire process, reduce delays, and make decisions based on accurate, up-to-date information.

InvGate Service Management includes several features designed to support a structured Change Management process:

• Customizable workflows: Use the no-code builder to create workflows that reflect your internal approval paths and change types. The software enables you to route approvals, set up notifications, automate routine tasks, and more. You can start with a pre-built change request template and adjust it to fit your team.
   
• Easier communication: The platform facilitates team communication so everyone involved is informed and aligned on the change process. It will help you reduce misunderstandings and enhance collaboration across departments. You can also automate some processes; for example, you can use InvGate Service Management’s API to populate a calendar entry with pertinent change details.
   
• Tracking and reporting: InvGate Service Management offers dashboards and reporting tools to provide an overview and insights into change progress and impact. Track ongoing changes, monitor bottlenecks, and evaluate the success of each implementation. Visual data helps you spot patterns and improve the process over time.

In addition, it’s a good idea to work with a tool that’s certified in ITIL Change Enablement. InvGate Service Management holds certifications from both PeopleCert and PinkVERIFY, confirming its support for this practice.

Change Management best practices

Here are some key best practices to kick off a Change Management process:

• Limit approvals to necessary stakeholders. Avoid involving too many approvers for low-risk changes. Define approval paths based on risk to keep the process efficient.
   
• Automate repetitive tasks. Use automation to handle notifications, status updates, and change logging so teams can focus on actual evaluation and implementation.
   
• Keep business context visible. Tie each change request to a business objective or service impact to help prioritize effectively and justify resource allocation.
   
• Document impact assessments consistently. Use a shared template to evaluate technical, business, and user impact. This builds a reliable basis for decision-making.
   
• Review failed and successful changes regularly. Don't wait for problems to arise. Analyzing both outcomes helps refine risk assessments and planning.
   
• Train everyone involved — not just Change Managers. Make sure requesters, implementers, and approvers understand their role and how the process supports stability.

Change Management certifications

Pursuing a certification in Change Management can be a great way to deepen your expertise, formalize your knowledge, and gain practical tools to apply in your organization.

There are several certifications available for different needs and experience levels. Here are some of the top options:

• Certified Change Management Professional (CCMP): Offered by the Association of Change Management Professionals (ACMP), this globally recognized certification requires significant experience and training, making it ideal for seasoned professionals.
   
• Change Management Specialist (CMS): Provided by the Management and Strategy Institute (MSI), this certification is accessible to all career stages and focuses on practical skills for implementing change.
   
• Prosci Change Management Certification: A leading program centered on the ADKAR model, this certification combines a three-day workshop with practical tools for managing change, making it popular among professionals.
   
• Certified Problem and Change Manager (CPCM): Offered by the Global Association for Quality Management (GAQM), this certification covers problem-solving and Change Management with a straightforward online exam process.
   
• Change Management Certification from Cornell University: This online certification provides a comprehensive overview of Change Management, focusing on stakeholder engagement and communication strategies.
   
• APMG Change Management Certification: This certification offers foundational and advanced levels, focusing on the principles and practices of Organizational Change Management. It is ideal for team-based change initiatives.

Change Management experts to keep an eye on

If you're looking to deepen your understanding of Change Management, here are several experts who offer valuable insights:

• Peter F. Gallagher: Recognized as a leading global thought leader in Change Management, Gallagher has been ranked #1 by Thinkers360 from 2020 to 2024. He specializes in organizational change and leadership, as well as in implementing effective change strategies.
• M. Lynne Markus: A professor at Bentley University, Markus has made significant contributions to the study of IT and organizational change. Her research explores the effective design and implementation of information systems and IT governance in organizations.
• Willms Buhse: A German entrepreneur and consultant, Buhse is known for his work on digital transformation and leadership. He developed the VOPA management model, which addresses the challenges of digital change through networking, openness, participation, and agility.