Mejora del proceso de la gestión del cambio en una empresa de servicios de Outsourcing de TI en Finlandia

Abstract

This study discusses the change management process, the principle of which is to implement the ordered changes with minimum disruption. Based on the introduced research problem, the research question “How to improve the normal change management process of the case company?” was conducted. The objective of this study was to examine, document and model the normal change management process of the case company. The internal documents related to change management were scrutinized, the ITSM tool was explored and employees related to the normal change management process were interviewed in order to describe the current state of the process. After gathering the data, the process map of the current state was documented. The descriptive case study focuses on how the case company could benefit from ITIL to gain control over the challenges of the process and to improve it up to its full potential. The objective was to provide a framework for improving the performance of the process to the next level. Based on the comparison between ITIL normal change management process and the normal change management process of the case company and conclusions of the analysis of the data, a list of problem points and improvement recommendations were generated and the benefits were introduced. In addition, a few suggestions for future projects to improve the process performance were provided.