Change management is a critical aspect of the tech industry, especially in the wake of global incidents like the July 2024 CrowdStrike debacle that left many businesses reeling from computer disruptions. The incident underscored the importance of managing changes in production environments to minimize disruptions and ensure a stable user experience. While ITIL change management principles are well-established in IT, they are not as widely adopted in the AV industry. However, implementing these principles can empower technology managers to better support their users.
Having a structured approach to managing updates and changes is crucial for any organization that relies on technology. It all starts with implementing proper procedures within your team. By formalizing and documenting these processes, you can integrate effectively with your IT department's change management practices, reducing unnecessary downtime for your systems. The goal is not to create a rigid, cumbersome process, but rather to establish a framework that streamlines the management of technical issues that impact multiple users or systems.
When it comes to change management, the key is to have a process in place, even if it's not fully compliant with ITIL standards. Many organizations do not require a strict approach to change management, and the fear of a complex process can deter people from implementing any form of change management at all. However, by following basic change management steps and documenting them, you can ensure that changes are managed effectively and efficiently.
The first step in the ITIL change management process is Change Identification. This involves determining what changes need to be made, assessing the risks and benefits, and developing a plan to restore systems in case of any issues. For example, if you are updating firmware across control systems, you need to document the specific changes you want to make, review associated risks, test the changes on a few systems, and prepare a rollback plan in case something goes wrong.
Once you have identified the necessary changes, the next step is to submit a Request for Change (RFC). This document outlines your planned changes and can be submitted formally through software tools or informally via email. The RFC is then reviewed by a Change Advisory Board (CAB), a group of stakeholders who assess your plan, ask questions, and approve or deny the change. Involving different departments and IT representatives in this process can help uncover potential issues and gather crucial information to minimize disruptions.
By following these basic change management principles, technology managers in the AV industry can ensure that updates and changes are implemented smoothly and efficiently. While change management may seem daunting at first, it is a crucial aspect of maintaining a stable and reliable technology environment. By establishing clear processes and procedures, organizations can minimize disruptions, enhance the user experience, and ultimately better support their users.