Defining Acceptable Risk

If you are having trouble progressing IT initiatives within your organization, it’s likely Acceptable Risk has not been defined through mutual collaboration between IT and Business Stakeholders.

For IT organizations that prioritize end user experience, deployment plans can regularly become overcomplicated extending timelines, increasing IT costs, and delaying critical technology enhancements end user’s desire. Here are 5 basic steps necessary to deploy IT changes with speed within your organization.

1. Define Personas: Every organization has an array of unique requirements which are categorized as exceptions or enhancements from default configuration. Documenting these personas is crucial foundational step many overlook. Personas can include many elements but are generally end user specific to include requirements such as applications, roles, hardware, peripherals, and network access. Once personas are documented you can proceed from supporting to enabling through automation initiatives.
2. Determine Early Adopters: Outline individuals from each of the defined personas in which IT will deploy changes to first. It is recommended to keep these users consistent since they will be familiar with processes for reporting issues with piloted changes. Early adopters will also be your Champions for Change; build a rapport with these individuals and respond to their needs quickly and compassionately. Having Champions for Change is crucial for creating a positive end user perception of IT and aids in efficient change management.
3. Newsletters and Roadmaps: Ensure your IT department is releasing a monthly or bi-weekly newsletter. This newsletter should include many elements such as IT performance, tips and tricks, and new faces. However, it’s also important to share progress on IT initiatives and defined roadmaps for technology evolution. Keeping everyone informed and aligned with initiatives promotes ownership and paves the way for increased adoption.
4. Set Maintenance Windows: Work with the business to determine best times for change. Although there is never an ideal time for systems to be down or experiencing issues, some periods are more acceptable or preferable than others. These conditions should be documented and communicated to everyone in the organization including managed service providers. Eventually, end user and IT culture will adapt to these maintenance windows and become normalized; thus increasing the rate in which changes can be deployed.
5. Increase Tolerance for Change: Resistance to change by end users is far too common; shift culture to become receptive and eager for technology advancement. Provide a highly competent support Center of Excellence which continually achieves 80% first contact resolution. Ensure IT operations are rooted in continual service improvement by leveraging problem management, quality assurance and end user satisfaction surveys.