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Assessment Questions - Change Management

This document contains assessment questions to evaluate an organization's change management practices across 5 levels, from basic prerequisites to customer interface. It includes over 50 questions organized under headings like "Level 1 - Pre-requisites", "Level 2 - Process Capability", and "Level 5 - Customer Interface". The questions address things like assigned responsibilities, adherence to procedures, impact assessment, reporting, integration with other IT processes, and customer satisfaction. Scoring higher requires answering more questions positively, with a minimum of answering all mandatory questions plus one other at each level.

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thepsalmist
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196 views

Assessment Questions - Change Management

This document contains assessment questions to evaluate an organization's change management practices across 5 levels, from basic prerequisites to customer interface. It includes over 50 questions organized under headings like "Level 1 - Pre-requisites", "Level 2 - Process Capability", and "Level 5 - Customer Interface". The questions address things like assigned responsibilities, adherence to procedures, impact assessment, reporting, integration with other IT processes, and customer satisfaction. Scoring higher requires answering more questions positively, with a minimum of answering all mandatory questions plus one other at each level.

Uploaded by

thepsalmist
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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Assessment Questions - Change Management

Minimum score to achieve this level: 'Y' for all mandatory (blue colouring, bold font') questions + 1 other answer 'Y'

Level 1 - Pre-requisites
1. Are at least some change management activities established in the organisation, e.g. logging of change requests, change assessments, change planning, change implementation reviews?
2. Are change management activities assigned to specific individuals or functional areas?
3. Is there a procedure for raising and issuing requests for change?

Level 1.5 - Management Intent


4. Has the purpose and benefits of change management been disseminated within the organisation?
5. Has the scope of change management activity been established within the organisation?
6. Does the organisation have standards or other quality criteria for the raising and registering of changes?

Level 2 - Process Capability


7. Have responsibilities for various change management activities been assigned?
8. Are the procedures for initiating change always adhered to?
9. s there a procedure for approving, verifying and scheduling changes?
10. Are the business and technical impacts of changes always assessed?
11. Is the change progress monitored adequately by Change Management?
12. Is the successful implementation of a change confirmed by Change Management?
13. Is there a procedure for the review of all changes?
14. Are adequate change management reports produced?

Level 2.5 - Internal Integration


15. Are all changes initiated through the agreed change management channels, for example a Change Advisory Board?
16. Are changes planned and prioritised, centrally or by common agreement?
17. Are change records maintained to reflect the progress of changes?
18. Are the reasons for change failure explicitly recorded and evaluated?
19. Are successful changes reviewed against the original business needs?

Level 3 - Products
20. Are formal change records maintained?
21. Is a change schedule of approved changes routinely issued?
22. Are standard reports on changes produced on a regular basis?
23. Are there established standards for documenting changes?

Level 3.5 - Quality Control


24. Are the standards and other quality criteria for the documentation of change made explicit and applied?
25. Are the personnel responsible for change management activities suitably trained?
26. Does the organisation set and review either targets or objectives for Change Management?
27. Does the organisation use any tools to support the change management process?

Level 4 - Management Information


Is management provided with information concerning....
28. changes received (e.g. a breakdown of reasons for changes)?
29. the change schedule?
30. number and % of changes?
31. number of successful and failed changes?
32. concerning business impact of changes?
33. change slippage (including backlogs and bottlenecks)?
34. number of problem record initiated changes?

Level 4.5 - External Integration


35. Are regular meetings in which Change Management matters are discussed held with interested parties ?

Does Change Management exchange information with...

36. Configuration Management regarding change progress and change closure?


37. Configuration Management regarding change impact assessment on configuration items?
38. Problem Management regarding changes required to resolve problems / known errors?
39. Problem Management regarding progress reporting and for receiving problem escalation reports?
40. Problem Management regarding obtaining problem information relating to change?
41. the Service Desk for notification of change progress?
42. the Service Desk for notification of change schedule?
43. the Service Desk for assessing impact of change on Service Desk support levels?
44. the Service Desk for obtaining information concerning incidents and calls relating to change?
45. with Release Management concerning change implementation?
46. Release Management concerning the notification and scheduling of software and hardware releases?
47. Service Level Management regarding the change schedule?
48. Service Level Management regarding potential change impact on service level agreements?
49. IT Service Continuity Management for notification of change schedule?
50. IT Service Continuity Management for assessing impact of change on contingency plans?
51. Capacity Management regarding performance and capacity issues relating to change?

Level 5 - Customer Interface


52. Are checks done with the customer to ensure that the activities performed by Change Management adequately support their business needs?
53. Are checks done with the customer that they are happy with the services provided?
54. Are trends in customer satisfaction actively monitored?
55. Is customer survey information fed into the service improvement agenda?
56. Is the customers value perception of the services provided to them monitored?
Microsoft questions
COBIT CMM - Change Management

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