Mapping the Journey: Navigating IT Change Management

JRJoe Rice·January 14, 2022

Planning an IT implementation is like planning a family vacation: it’s complex and requires attention to detail. While everyone shares the same end goal (relaxing on the beach or launching a new cloud-based CCaaS solution), there’s a lot to consider after choosing your destination (Jackson Hole, San Diego, or IT security software).

Once you've selected a new IT application, the real work begins. The more stakeholders involved, the more details to manage. A clear, comprehensive plan is essential to ensure everyone’s needs are met, and without one, it’s easy to get stuck in indecision.

In our experience, companies often focus heavily on selecting the right technology but underestimate the importance of a well-structured implementation. Choosing the solution is exciting, but without proper change management, implementation can quickly turn into a headache.

Start Implementation Planning Early

Implementation planning should begin well before finalizing a technology purchase. As soon as you narrow down the vendor options, it’s time to start preparing for change management. Key considerations include:

Timeline: Are there firm deadlines? What’s a realistic timeframe for implementation?
Testing: Who will oversee and approve user acceptance testing (UAT)?
Training: Will training be in-person or remote? Who will manage and confirm training sessions?
Decommissioning: Who handles decommissioning old technology? When’s the best time to transition for cost savings and minimal fees?
Go-Live Strategy: Will the new solution launch all at once or in stages?
Project Team: Who’s responsible on both the vendor and company sides? Is everyone aligned on requirements and technical aspects?
Financials: How will you track costs and savings? Who validates the financial outcomes to support your business case?

Get the Right Project Manager

A great project manager is like a skilled travel agent—they know how to plan the route and ensure a smooth journey. When assembling your project management team, consider:

Experience: Has the project manager overseen similar implementations?
Capacity: Can they dedicate enough time each week to meet the project’s demands?
Knowledge: Do they understand the technical intricacies and interdependencies of the solution?

Your IT Journey Starts Here

At CXponent, we’ve successfully managed implementations from small, custom solutions to large-scale global network overhauls. Our team will guide you through every step of your technology journey, spotting challenges before they arise and ensuring a smooth ride.

About the Author

Joe Rice

Chief Executive Officer

Joe Rice is CEO of CXponent. Throughout his career, Joe has focused on IT, communications, and networking infrastructure advisory and implementation services. He specializes in vendor evaluation and assessment and is recognized as a key advisor to both Gartner’s and G2’s top vendors. He helps technology providers enhance their transformation delivery, managed services, and partner programs. Prior to founding CXponent, Joe Rice co-founded a two-time INC 5000™ professional services firm. The innovative advisory firm helped enterprise business leaders transform legacy contact center, networking infrastructure, and phone systems into cloud-based, omni-channel communications platforms.