Change Manager: Careers in IT Service Management

by Tracey Torble

Overview

Change management is about the control of all changes that have an effect on IT services. This ranges from changes in IT architecture, processes and tools to metrics and documentation. Managing these changes properly helps organisations maintain their service levels and business operations. This practical book describes the role of change manager in depth, including purpose, typical responsibilities and required skills. Change management methods, techniques, useful tools and relevant standards and frameworks are also covered, and career progression opportunities are discussed.

Product Details

ISBN-13:	9781780174648
Publisher:	BCS, the Chartered Institute for IT
Publication date:	07/29/2019
Series:	BCS Guides to It Roles
Pages:	248
Product dimensions:	5.06(w) x 7.81(h) x 0.53(d)

About the Author

Tracey Torble is a freelance IT service management consultant and learning designer. She has worked in a variety of organisations in the public and private sectors helping service desk, support and other staff to embrace good practice, including change management. Tracey is a member of the T level panel for Digital Support and Services.

Table of Contents

1. Overview of the Field
2. The Change Manager Role
3. Change Manager Activities
4.  Methods and Techniques
5.  Tools
6.  Standards and Frameworks
7. Interfaces and Dependencies
8. Career Progression and Related Roles
9. Case Studies 

Preface

Extensive advertising and review coverage in the leading business and IT media, and direct mail campaigns targeting IT professionals, libraries, corporate customers and approximately 70,000 BCS members.

Editorial Reviews

'How refreshing to find a book about IT Change Management written by someone who clearly understands the subject, with a wealth of practical knowledge and experience shared with the reader...Buy this book and it won’t sit on the shelf – it will be read and used as both a reference and an educational tool.'

Marny Thompson MBCS CITP

'Constructed on practical advice, exploring many of the myths about the IT change manager but delivered with a sense of humour and importantly, a huge dose of realism.'

IT Service Management Educator and Researcher, Open University - Sandra Whittleston

'Represents a treasure trove of information presented from the perspective of the individual rather than the process viewpoint, exploring aspects including; culture, structure, staff, process, tools and service providers. It draws on the author's extensive practical experience working with small businesses through to multi-nationals and is recommended both for those considering a career in the field and existing change managers.

Those already working in change management will find themselves nodding with familiarity while reading, perhaps realising they are not alone in the challenges they face while identifying new ways to improve their existing environment or advance their career. For those considering or beginning a career in change management the role-based perspective delivers in a way that many other publications do not.'

Security Programme Manager, Whitbread Plc - Jim Hill MBCS CITP

'If I have one criticism about this book it is that it was needed many years ago. The good news is that it is still very relevant and it’s not too late to have a huge impact. It could be argued that it is in fact even more relevant now, because the industry has demonstrated all too frequently in the past that they really need sound advice and guidance on the Change Manager role and the character of any incumbent. All too frequently companies have focused more on the role than the person fulfilling it.

This book goes a long way to correcting that. The linking to SFIAplus is an approach of genius because it highlights not just the process skills, but the softer and probably more important aspects of communications, relationship building, adaptability and sound judgement of when to make exceptions.

Tracey has a great writing style, not the typical dry text book feel, but one that is engaging, easy to read and absorb, as well as being full of common sense, cover to cover.'

retired IT consultant and Interim Manager - Stephen Dowle

'A good starting reference for prospective change managers, and one that will be repeatedly returned to over time and as such, it is an excellent resource.'

Service Architect, Fujitsu - Chris Evans

'Constructed on practical advice, exploring many of the myths about the IT change manager but delivered with a sense of humour and importantly, a huge dose of realism.' Sandra Whittleston , IT Service Management Educator and Researcher, Open University ---

'How refreshing to find a book about IT Change Management written by someone who clearly understands the subject, with a wealth of practical knowledge and experience shared with the reader...Buy this book and it won’t sit on the shelf – it will be read and used as both a reference and an educational tool.' Marny Thompson MBCS CITP ----

‘Represents a treasure trove of information presented from the perspective of the individual rather than the process viewpoint, exploring aspects including; culture, structure, staff, process, tools and service providers. It draws on the author's extensive practical experience working with small businesses through to multi-nationals and is recommended both for those considering a career in the field and existing change managers.Those already working in change management will find themselves nodding with familiarity while reading, perhaps realising they are not alone in the challenges they face while identifying new ways to improve their existing environment or advance their career. For those considering or beginning a career in change management the role-based perspective delivers in a way that many other publications do not.' Jim Hill MBCS CITP, CQP MCQI , Security Programme Manager, Whitbread Plc ----

'If I have one criticism about this book it is that it was needed many years ago. The good news is that it is still very relevant and it’s not too late to have a huge impact. It could be argued that it is in fact even more relevant now, because the industry has demonstrated all too frequently in the past that they really need sound advice and guidance on the Change Manager role and the character of any incumbent. All too frequently companies have focused more on the role than the person fulfilling it. This book goes a long way to correcting that. The linking to SFIAplus is an approach of genius because it highlights not just the process skills, but the softer and probably more important aspects of communications, relationship building, adaptability and sound judgement of when to make exceptions. Tracey has a great writing style, not the typical dry text book feel, but one that is engaging, easy to read and absorb, as well as being full of common sense, cover to cover.' Stephen Dowle , retired IT consultant and Interim Manager

From the Publisher