James Gander James is an ITIL accredited Service Management and IT Operations Management consultant with over 20 years in IT and over 10 years experience managing, mentoring and leading IT support teams in the UK, India and New Zealand, across Outsource, Utilities, Media & Broadcast, Public Health and Tertiary Education environments. James enjoys using his experience to assist organisations pragmatically improve processes across Service Desks and IT support teams, enabling continuous improvement whilst also delivering a stable operational environment. A regular speaker at itSMFnz conferences, blogger for All Things ITSM and presenter of webinars for ManageEngine, James happily shares his experiences with anyone who will listen. Abstract Real World Change Management We’ve all read the ITIL process around Change Management and heard “other” consultants tell us how to put in place Change Management, but it rarely fits our real world requirements. I shall endeavour to share my experiences around how we can put in place Change Management that is light-touch, not scary and easy to manage. At the end of this presentation, you should be able to convince even the biggest sceptic that Change Management can work in your organisation.