How do you manage change requests for multiple systems?

Change Management Information Technology

Hosanna Petra Harsono PMO Consultant| Amaris Singapore, Singapore, Singapore

After systems implementation, how is your company managing the requests coming in from end users? What's the best practice to manage the requests and how to assign resources?

Posted: Apr 7, 2022 6:02 AM (Updated by author: Apr 7, 2022 6:02 AM)

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Sergio Luis Conte Helping to create solutions for everyone| Worldwide based Organizations Buenos Aires, Argentina

Apr 07, 2022 9:01 PM

Replying to Hosanna Petra Harsono

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Hi All, thank you for the replies.

Our company currently has a change management process, but it was not clearly defined who owns it and the process is not implemented strongly. Many didn't follow this process and system owners create their own processes. They will evaluate cost, time, resources, but PMO or other system owner is not aware of this.

An additional question would be, how do you decide who owns this process and how do you streamlined/centralized it?

Thanks in advance for your valuable inputs.

When I wrote about a defined change management process I was refering to the process to be used at whole company. From it, things like project management process is created. In our case, portfolio management is the owner of the company change management process mainly to shape demmand.

Posted: Apr 8, 2022 8:00 AM

Keith Novak Tukwila, Wa, United States

Apr 07, 2022 9:06 PM

Replying to Hosanna Petra Harsono

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Hi Keith - yes, it's a good practice and we segregate the internal and customer-driven changes. To clarify, my question is more about how to manage these customer-driven change requests for different systems.

Appreciate if you can share your experience on this

Managing customer changes across a product line can be an entire career. In general though, there should be a formal process to manage the change requests.

Often I see a 2 phase process. A high level screening review is performed in Phase 1 where feasibility is determined and a high level impact assessment developed. This will identify the scope of change and may determine whether the request is even offerable. A more detailed evaluation and SOW would follow in Phase 2 if there is authorization to proceed further. That's where specific resources and high fidelity estimates are identified based on the WBS.

Managing the changes across the product line varies by product, business strategy, etc. Some changes may be isolated to a single customer. Others might make sense to add to what is sometimes called a "provisioned baseline configuration". When you buy a car, you may have multiple choices for the stereo and the car is designed for installation of all options. If a customer wants a new option, the choices could be 1) NO; 2) We will install it custom on your vehicle only; or 3) We will revise the baseline model so that any new customer can get one as well.

Entire business systems may be set up to manage product structure changes at multiple levels such as the main product line (Windows 10), sub-models (Home, Professional, etc.), and customer unique changes to leverage re-use (company unique setting defaults at each update). In other cases, virtually nothing is reusable so there is no business case for designing in reusable product structure and customer configurations may be "point designed" with no effort spent on commonality across the product line.

Posted: Apr 8, 2022 10:09 AM

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How do you manage change requests for multiple systems?

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