Business change management


Change management is a structured approach used to ensure smooth and effective change implementation. The change management plans need to be tracked as the project progresses.

During Alpha, this involves managing the specific impacts of a release and how to move from the current situation to the new one (training, update of knowledge bases and procedures, new tools). This builds on the change impact assessment developed during Discover.

The focus is to plan, develop, and implement a business change plan for the planned release(s) considering launch, IT support service activities, and business changes (such as training, update of knowledge bases and procedures, new tools).

If the release is an initial release, the amount of change can be significant. For example, channel shifts may impact business teams, processes may be impacted, a new operating model may need to be introduced, and new training or retraining may take significant time.  


The aim of this stage is to:

  • plan, develop, and implement the change plan
  • ensure ongoing activities to realise benefits.



Actions which may be carried out during this stage include:

  1. Form a change team with members from the project and business area.
  2. Conduct a change readiness assessment (this may contribute to the final go/no-go decision).
  3. Plan and carry out communication.
  4. Monitor the level of stakeholder engagement and support.
  5. Develop and implement new or updated processes.
  6. Undertake a training needs analysis and create training plans.
  7. Develop and implement changes to the business operating model, such as changes to teams, roles, and responsibilities.
  8. Document and update the benefits profiles for each release.
  9. Identify key metrics and relevant base lines, to measure the change and benefits realisation.


The outputs from this stage include:

  • a change communication plan that includes purpose, key messages, audience(s), channels, budget, and schedule
  • an assessment of the audience’s change readiness for the specific changes in this release
  • documentation of any new process
  • skills competency assessment with respect to any new process or tools
  • training needs assessment, and training opportunities
  • updated benefits realisation plan, benefits profile and benefits worksheet.

Tools and templates

Tools that may be helpful during this stage include:

  • benefits realisation.

These tools and related templates are available on the Accelerate downloads page.

Page last updated: 13/04/2016