Change Manager is responsible for identifying the improvements in Change Management process. Inferences from the review of Change Management process, including escalations must be taken as input for improvements. The Change Manager should analyze measurement reports in order to identify failure points and improvement opportunities. Any Change Management related operational risks, issues or escalations should feed into the analysis for improvements as well. Based on the analysis of failures, escalations, delays and current behavior of change requests, actions for improvement of the Change Management process should be identified. Also, the inferences of measurement analysis must be analysed for identifying improvement actions.

Additionally, as a part of Continual Service Improvement, The Change Manager must periodically review change documents for possible opportunities to develop ‘Change models’, in order to accelerate the churn and reduce effort required for processing Standard Changes. The Change Manager must also review the Normal Changes executed by the teams and look for opportunities to convert them to Standard Changes, to reduce the overhead of obtaining approvals and therefore increasing the churn of changes that can be executed.

Once identified, the Change Manager must collaborate with the Engagement Manager and implement the same.