Recent research shows that 48% of IT related changes fail as the IT organization fails to ensure that changes can be sustained. When the going gets tough, the organizations throw in the towel. They blame the technology or the process as causing the problem. They organization may even say that the goals they set were too lofty.
Unfortunately, the reason behind the failure is rarely attributed to the true root cause. The organization did not plan for sustainment of the change. The IT Service Provider did not consider how to influence the behaviors and attitudes that exist within their culture.
Most likely, the IT Service Provider didn’t acknowledge this as a potential issue as the leaders involved didn’t realize they would have a problem. Often, people don’t realize they resist change. Everyone at some point in their lives has been change resistant. We don’t set out to resist change. We may not even realize it when it happens…..but it does happen.
Consider the last major change that directly impacted you at work. How did you react? Stop and really consider your reaction and your activities in the weeks following the change. What changed in your attitude or behavior?
If you were involved in designing the change and defining the end result, your reaction may have been minor. Now imagine that you weren’t involved at all. You found out about the change via email or it was announced in a meeting. Take a moment to consider how you would have reacted. Your reaction would probably be very different. The change would be harder for you to accept.
To enable the adoption and long term sustainment of change, engage those affected in defining the change. They will feel a sense of ownership toward the end result. Rather than reverting back to old behaviors when something goes wrong, they will be more likely to improve upon the change already in place. The result will be a stronger solution. Engaging the IT staff that are closest to the work will put you one step closer to achieving the intended result of your ITSM improvement actions.
For more information about steps you can take to encourage long term sustainment of ITSM related change, contact us at firstname.lastname@example.org.
At AdOPT, we are transformation consultants focused on strategy, process, and culture to increase effectiveness, improve efficiency, and optimize costs. We wrote the book on organizational change in IT. For more information about our ITSM Adoption workshop or other services, contact us at email@example.com or by calling 520-591-2427.