Change request – whether the business understands it the same way as the development team?

What is the Change Request?

A change request in IT is a formal request made to modify an existing software like mobile or web application, entire IT system or connection between pieces of software (integrations). It could be initiated by different stakeholders such as clients, end-users, project managers, or IT professionals, who identify a need for a change to improve or enhance the performance, functionality, security, or quality of the system.

The best situation is when CR includes such information on the requested change, its justification, potential risks, and benefits, estimated time and cost of implementation, and impact analysis on other system components or processes. It is usually reviewed and evaluated by the IT team before being approved or rejected by the business part.

Change requests are important for ensuring that IT systems remain up-to-date, efficient, and secure. For the business part, they typically cover requirements that weren't implemented before (or not planned before). Proper management of change requests helps: 

• minimize risks of system failures or disruptions,
• ensures that changes are implemented smoothly and with minimal impact on users and business operations,
• covers business requirements

How can businesses and IT understand change request?

The definition is basic and understandable, but when it comes to practice it can be understood totally differently by the business part and IT part. Why is it happening? Let’s analyse firstly what are the basis of the development process is:

• IT team proceed their work based on project documentation, project analysis or requests that are coming from the Project Manager;
• usually these documents consist of the close project scope, which means that it can occur the situation that some features weren’t discussed and never appear in the project documentation or functional requirement document (FRD);

At the same time, the project’s business owners look at the project from the perspective of business objectives and functionalities. For example, business owners of the e-commerce project received functionalities described in the FRD in the area of buying and sending the package to the client. But at some point, they realized that there was a missing element of tracking the package. And here is the misunderstanding… Logically, tracking package features should be included in the feature, but the documentation didn’t mention it, so the IT team never implemented it.

Ideally, businesses can understand change requests in IT by following a structured process for managing change requests. Here are some steps that can (or maybe better should) be followed for more profound understanding of the idea of change request:

1. Define a Change Management Process: Businesses should have a defined process for managing change requests, which includes steps for requesting, reviewing, approving, and implementing changes. This process should be communicated to all stakeholders, including end-users, IT teams, and management. Thanks to this step all stakeholders are aware that there is an area of the project that isn’t defined fully and some changes/addtionals will appear.
2. Evaluate the Change Request: The IT team should evaluate the change request to determine its impact on the system, its feasibility, and potential risks, benefits. This evaluation should consider factors such as the scope of the change, the impact on other system components, and the cost and time required for implementation.
3. Prioritize Change Requests: Businesses should prioritize change requests based on their importance and impact on the system. Here the MoSCoW method is a good and easy methodology to use (Must - Should - Could - Won’t).
4. Communicate with Stakeholders: Businesses should communicate with stakeholders, including end-users, IT teams, and management, to keep them informed about the change request and its status. Communication should be timely and clear, and stakeholders should be given an opportunity to provide feedback.
5. Implement the Change: Once the change request is approved, the IT team should implement the change using a structured process that includes testing and validation. The implementation process should be carefully planned and executed to minimize disruption to end-users and business operations.

By following these steps, businesses can effectively manage change requests in IT and ensure that changes are implemented smoothly and with minimal impact on the system and business operations.

Does IT understand change requests the same way as the business part of the project team?

IT and business parts of a project team may have different perspectives and approaches when it comes to understanding change requests in IT. However, both parties should work together closely to ensure that the change request is well-understood and implemented effectively.

The IT team may approach change requests from a technical perspective, assessing the feasibility and impact of the change on the system, and identifying potential risks and benefits. They may also consider factors such as the cost and time required for implementation and the availability of resources.

The business part of the project team may look at change requests from a functional perspective, considering how the change will affect business processes and operations and how it might help the business.

The business and IT parts of the project team may have different perspectives, but both parties should work together to understand the change request and ensure that it aligns with the goals and objectives of the project.

Communication between the IT and business teams is important, and updates and feedback should be given regularly throughout the change request process to make sure everyone is on the same page.  By working together, the IT and business parts of the project team can ensure that change requests are implemented effectively and provide value to the organization.

What is the best way to have the same understanding of the change request between the IT team and the business team?

To ensure that the IT team and business team have the same understanding of a change request, it is important to establish clear communication and a shared understanding of the goals and objectives of the project. That’s why I like event storming and DDD methodology because both parties are gathered in one workshop and there is a significantly higher chance for better project understanding on both sides. Here are some best practices to help achieve this:

1. Clearly Define Terms and Concepts: IT and business teams may use different terminology and concepts to describe change requests. To avoid confusion, it is essential to establish a common language and understanding of key terms and concepts used in the change request process. This is the function of the ubiquitous language, that is also the basis of the DDD methodology.
2. Establish a Clear Change Request Process: A well-defined change request process should be established and communicated to all stakeholders. This process should include steps for requesting, reviewing, approving, and implementing changes, as well as clear criteria for prioritizing change requests.
3. Involve Both IT and Business Teams in the Process: The change request process should involve both IT and business teams to ensure that all stakeholders are represented and that the change request aligns with the goals and objectives of the project. Regular communication and collaboration between the teams can help ensure that everyone is on the same page.
4. Provide Context and Justification: Change requests should include context and justification to help the IT and business teams understand the need for the change. This information should be clearly communicated and documented in order to ensure that everyone understands the proposed change.
5. Provide Training and Support: Training and support should be provided to both IT and business teams to help them understand the change request process and their respective roles and responsibilities. This can help ensure that everyone is prepared to participate effectively in the change request process.

By following these best practices, IT, and business teams can establish a shared understanding of change requests and work together effectively to ensure that changes are implemented smoothly and with minimal impact on the system and business operations.

Photo by John Schnobrich on Unsplash