Impact of AI on Change Management

AI will change how we do Change Management/Enablement.

It will not replace the manual, human-centered management of risk … it will augment it.

AI can identify and assess risk, look for Change drift, which Change Window utilized for collisions, and connecting Changes to Incidents.

These are manual processes that AI will automate.

AI will raise the collective bar for Change Management doing better.

Taking this thought a step further, the connection to both Problem Management (as Problems are resolved via Changes) and Configuration Management will be aided via AI. Building on the the Configuration aspect, assuring – in real time – that every Change has an updated CI will be needed as the cycles continue to speed up.

Lastly, AI will help give oversight and governance to the increasing automation. Automation is rapidly growing as teams utilize CI/CD.

One AI example is real-time SOX compliance governance. AI should be able to ensure the controls, completeness, segregation of duty, and approvals at the right level are in place for every Change.

I am excited to see where this will lead.

Think and Work Holistically

“Think and Work Holistically” is an ITIL4 Guiding Principle that does not get discussed enough. Let’s consider the topic in the context of another ITIL4 concept …

The “4 Dimensions of Service Management” is a lens we should see the world of Service Management.

Everything in IT – especially Service Management or Service Delivery – includes 2 or more of:

People + Organizations,
Information + People,
Partners + Suppliers, &
Values Streams + Processes

Consider that any change – from personnel to technology to vendor to anything else – impacts the other.

To “Think and Work Holistically”, we must understand that any change in one area impacts the other areas (or dimensions).

Combatting Employee Turnover

Given employee turnover is higher than it has ever been, and technology cycles are shortening, there has never been a better time for …

1. investing in Knowledge Management to help people be more productive in their roles, and
2. investing in Organizational Change Management to secure adoption

Many times, these two go hand-in-hand as new functionality is implemented into the environment.


Talked with a company today that had a self-service catalog but the users did not know where it was or how to access it.

Like many other things in life, it does no good to invest in something and not communicate it well.

Yes, yours and every other self-service catalog need improvement. But, so does your communication of where it is, how to engage self-service, and how to add more items.