Why is change management always underestimated? Why are support services neglected?
It’s quite simple,
Usually project leading to important changes are driven by leaders in the organization wo consider their ideas as an evidence.
Project managers try to align with these stakeholders and project management results in complex matrix that are only understood by an elite.
Change management and support services are considered as a low-level service that are not considered in the project as they are a consequence and not an essence. Leaders and their project managers only work on the essence and they do not want to know what happen “in the kitchen”.
It is only after project failure that these crucial topics appear as key success factors, and this is usually when the project teams are already busy on a new leading project.
There are some many articles about adoption management and service management, so many standards such as ITIL… still these essential topics are always left behind because of a lack of sponsoring.
Many times, these services are outsourced as they are considered to be of low value. Are you sure? Are you really sure?
My point of view is that the user satisfaction is the main key indicator to determine the success of a project.
Change management and service management are really key to a long-term success, so please give them the place they deserve in your thoughts and project budgets.
Juan GARROTE – MLS 2019