Roles & Responsibilities in Change Management (2023)

Service Management Blog

Roles & Responsibilities in Change Management (1)

Roles & Responsibilities in Change Management (2)

April 1, 2020

4 minute read

Muhammad Raza

Change enablement, also known as change management, is at the core of ITIL® service transition. The maturity of organization depends on how well it facilitates change requests (CR) in response to end-user, technical, functional or wider business requirements.

(Video) Change Management - Metrics Roles and Responsibilities

Careful change management helps reduce the risk exposure and disruption proactively when new changes are instituted within your organization’s operations and technologies.

ITIL provides an effective framework guideline to conduct change enablement and management activities. In this article, we will discuss the key roles and responsibilities involved in change management according to ITIL guidelines. Even if you don’t adhere to the ITIL framework, these roles help clarify your change management processes.

We’ll look at:

  • The change manager
  • Change advisory board (CAB)
  • Emergency CAB
  • The change process owner
  • Change management teams

Change manager

Change managers are employees leading the change management programs. These leaders have a background in conducting structured change efforts in organizations.

A certification verifying change management skill is typically desired for a change manager, who will be involved in the following key activities:

  • Leading the change management activities within a structured process framework.
  • Designing the strategic approach to managing change and support operations that fall within the domain of change management.
  • Evaluating the change impact and organizational readiness to limit potential risk.
  • Supporting training and communication as part of change management. Activities may include designing or delivering specialized training resources to appropriate userbase.
  • Evaluating the risk of change and providing actionable guidelines on reducing the impact.
  • Evaluating resistance in adopting the change at the user, process, and technology level.
  • Managing the change portfolio, which allows the organization to prepare for and successfully adopt the change.
  • Authorize minor change requests and coordinate with the Change Advisory Board for changes presenting higher risk.
  • Conduct post-implementation reviews to assess the decisions and performance related to the change request.

Change Advisory Board (CAB)

This is the team that controls the lifecycle of change across all processes as specified within ITIL Service Transition function. The Change Advisory Board involves high-level members from different domains, including information security, operations, development, networking, service desk, and business relations, among others.

Together, the CAB is responsible for the following activities:

  • Supporting the change manager in decisions for major changes.
  • Evaluating Requests for Change (RFCs), the available resources, impact of change, and organizational readiness.
  • Validating that appropriate tests and evaluation are performed before high-risk changes are approved.
  • Documenting relevant processes and activities.
  • Supporting the design of change implementation scheduling.
  • Reviewing a change implementation process.
  • Supporting the design and approving new change process models.
  • Using the diverse knowledge base, skills, and expertise of each CAB member to provide a unique perspective before a decision is finalized.

Roles & Responsibilities in Change Management (3)

Emergency Change Advisory Board (ECAB)

The ECAB is a smaller body within the CAB that deals specifically with emergency changes. (Emergency changes are one of three change types according to ITIL.) When the emergency change request is raised, the change manager must conduct a thorough analysis and evaluation before finalizing a decision together with the CAB.

A dedicated ECAB body ensures that the necessary resources and expertise within the CAB is available to make the right decision at the right time. The ECAB is responsible for performing activities as similar to the CAB but focused primarily on emergency changes. These include:

  • Assessing the relative importance of the emergency change request.
  • Supporting the change manager during impact and risk assessment.
  • Reviewing the change request, risk analysis, and impact evaluation before the decision is finalized.
  • Approving or rejecting an emergency change.
  • Evaluating the efficacy of the emergency change implementation process.

Change process owner

The change process owner can have overlapping responsibilities with the ITIL Process Owner, specifically within the function of change management. (For this reason, a separate change process owner may not be required for small and midsize business organizations.)

(Video) What is Change Management? Change Management process.

The change process owner is responsible for defining and supporting the overall process involved in change management. The activities include:

  • Devising the process, in support with the change manager and CAB.
  • Communicating the guidelines to appropriate stakeholders.
  • Facilitating cross-departmental collaboration necessary for change management.
  • Evaluating and improving the change management process.
  • Reporting on the performance of the process to CAB and change manager.
  • Initiating process improvements.

The change management team

Change management functions are distributed in teams across departments and ITIL functions. Individuals within these teams may be responsible for managing change within a specific organizational unit considering their expertise, skills, and background.

Specific change management teams may consist of three roles:

  • Change requestor. The individual responsible for initiating, preparing, and submitting a change request. This person may support collection of the necessary business information and engaging with the concerned stakeholders before the change request is assigned to the change tester. Additionally, the change requestor also works with the change management team to support impact assessment by collecting data and communicating with other stakeholders.
  • Change owner/assignee/implementor. The individual deemed as an owner of the CR throughout the request lifecycle. The change tester may also take the role of the Change Requestor and support the process for creating and submitting a change request. The change owner ensures that the necessary tests have been performed so that the change request is followed up by appropriate urgency. The change owner would also document the process across the request life cycle.
  • Change approver. The individual responsible for the initial approval of a change request before it is sent to the change manager and CAB for a final decision. The change approver would communicate with other stakeholders and support the documentation before the request is sent to the change manager. This role is also generic and may be occupied by different individuals at various hierarchal levels of the change management framework. At each level, the Change Approver ensures that the change request has reached the necessary standard of readiness to warrant a decision by the change manager and the CAB.

Additional resources

  • BMC Service Management Blog
  • BMC IT Operations Blog
  • Change Management in the Cloud
  • Lewin’s Change Model in 3 Steps
  • Organizational Change Management (OCM): A Template for Reorganizing IT

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About the author

Roles & Responsibilities in Change Management (11)

Muhammad Raza

Muhammad Raza is a Stockholm-based technology consultant working with leading startups and Fortune 500 firms on thought leadership branding projects across DevOps, Cloud, Security and IoT.

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What are the roles and responsibilities of a change management team? ›

Change managers—sometimes also known as change coordinators—are typically responsible for managing all aspects of IT changes. They prioritize change requests, assess their impact, and accept or reject changes. They also document change management processes and change plans.

How do you answer change management interview questions? ›

You can answer this interview question as: “There are many qualities that make up a good change manager. I know that communication is key, which is why it's important to listen to your team members and the people who are affected by the change.

What is the management's role in managing change? ›

The role of managers and supervisors is to legitimise the changes impacting the teams they lead. They therefore should play a key role in producing change outcomes, with employees looking to their managers for overt instructions and subtle cues on how the coming changes within the organisation may impact their role.

What are the roles and responsibilities of management? ›

The role of management is to: Support and guide employees. Develop a plan of action to address and deal with any potential workplace hazard, including workplace violence. Ensure employees are trained in proper procedures.

What are 4 things key to change management? ›

Successful change management relies on four core principles:
  • Understand Change.
  • Plan Change.
  • Implement Change.
  • Communicate Change.

What are the 4 P's of change management? ›

How do you introduce change management to the stakeholders of a project you're supporting? Leveraging the 4P's—project, purpose, particulars and people—is a great way to help any audience see the connection between change management and achieving results.

What are the 7 C of change management? ›

I shared guiding framework of the 7 Cs: Context, Communication, Confidence, Credibility, Conflict, Comfort and Consistency, to keep in mind when managing senior and influential stakeholders in the preceding post.

What are the five key roles of management? ›

At the most fundamental level, management is a discipline that consists of a set of five general functions: planning, organizing, staffing, leading and controlling.

What are the 7 principles of change management? ›

Table of Contents hide
  • Understanding the role of senders and receivers.
  • Communicating the message clearly without being redundant.
  • Differentiate between natural employee resistance and ongoing resistance.
  • Scaling the amount of management with the magnitude of change.
  • Staying flexible with a long-term vision.
24 Mar 2021

What are the 10 role of management? ›

The ten roles as per Mintzberg (1973) are: “figurehead, leader, liaison, monitor, disseminator, spokesperson, entrepreneur, disturbance handler, resource allocator, and negotiator”. These different roles were also divided into three main categories: “interpersonal, informational, and decisional”.

What are the six responsibilities of management? ›

As a process, management refers to a series of inter-related functions, that is, planning, organizing, staffing, leading or directing, controlling, and coordinating.
  • Planning: Planning means deciding in advance on what, how, and when something is to be done. ...
  • Organizing: ...
  • Staffing: ...
  • Directing: ...
  • Controlling: ...
  • Coordinating:

Why is the role of change management important? ›

Change management drives the successful adoption and usage of change within the business. It allows employees to understand and commit to the shift and work effectively during it. Without effective organizational change management, company transitions can be rocky and expensive in terms of both time and resources.

What are examples of roles and responsibilities? ›

For example, a person with a sales role might be in charge of hosting product demonstrations and answering prospect phone calls. On the other hand, an HR rep would be responsible for things like interviewing candidates and building out a DEI policy.

Why is roles and responsibilities important? ›

Summed up, defining roles and responsibilities not only helps to find the right person for the job, but also improves an employees experience and job satisfaction. Ultimately, this promotes the efficiency and productivity of your organisation.

What are 5 expectations roles and responsibilities of team members? ›

Team Member Responsibilities:

Participating in meetings and voicing concerns as well as suggestions for improvement. Answering or escalating concerns and queries from clients or other stakeholders. Completing a range of administrative tasks. Maintaining a high level of professionalism while representing the company.

What are the five P's of change? ›

Fortunately, the crowded landscape of change management frameworks can be distilled to a set of common principles and considerations — purpose, people, priority, process, and proof.

What are the four C's of change? ›

Hiring a Change Management Professional

The 4 C's of a world-class change manager—commitment, connections, communication and creativity—may represent innate personality traits, trained capabilities, or most likely a combination of the two.

What are the five pillars of change? ›

  • Pillar #1: Start by Looking Inward. The first pillar of change management is continuous assessment. ...
  • Pillar #2: Build Executive Buy-In. ...
  • Pillar #3: Make It a Team Effort. ...
  • Pillar #4: Developing the Plan. ...
  • Pillar #5: Delivering the Goods. ...
  • Wash, Rinse, Repeat.

What are the 6 stages of change management? ›

The TTM posits that individuals move through six stages of change: precontemplation, contemplation, preparation, action, maintenance, and termination.

What are the 6 features of change management? ›

Typically, there are six components of Change Management: Leadership Alignment, Stakeholder Engagement, Communication, Change Impact and Readiness, Training, and Organisation Design.

What are the 2 types of change management? ›

Types of change management – organisations
  • Evolutionary change management – The commonest types of change management experienced by organisations by far is evolutionary change. ...
  • Revolutionary change management – A second type of change is revolutionary change.

What are five 5 major expectations roles and responsibilities of any team member? ›

Team Member Responsibilities:

Participating in meetings and voicing concerns as well as suggestions for improvement. Answering or escalating concerns and queries from clients or other stakeholders. Completing a range of administrative tasks. Maintaining a high level of professionalism while representing the company.

What are 5 common responsibilities of team members? ›

Honey's Five Team Roles
  • LEADER: makes sure team has clear objectives and members are engaged. ...
  • CHALLENGER: questions effectiveness and drives for results. ...
  • DOER: encourages progress and takes on practical jobs. ...
  • THINKER: produces ideas and thinks through those proposed by others. ...
  • SUPPORTER: eases tension and promotes harmony.

What are the types of roles and responsibilities? ›

What are roles and responsibilities? Roles refer to one's position on a team. Responsibilities refer to the tasks and duties of their particular role or job description. Employees are held accountable for completing several tasks in the workplace.

How do you write roles and responsibilities and expectations? ›

How to Write Roles & Responsibilities on a Job Description
  1. Use Action Words. ...
  2. Provide Detail. ...
  3. Communicate Expectations. ...
  4. Include Competencies and Skills. ...
  5. Establish Company Standards.

What are 3 workers responsibilities? ›

While at work a worker must: take reasonable care for their own health and safety. take reasonable care for the health and safety of others. comply with any reasonable instructions, policies and procedure given by their employer, business or controller of the workplace.

What are 3 employee responsibilities? ›

Your most important responsibilities as an employee are:
  • to take reasonable care of your own health and safety.
  • if possible to avoid wearing jewellery or loose clothing if operating machinery.
  • if you have long hair, or wear a headscarf, make sure it's tucked out of the way as it could get caught in machinery.


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