Client experience: Enabling continuity of IT operations

Institutional challenge

A university recognized the need to redesign and better communicate its IT system change management policies and procedures. Management expressed concern about a lack of consistency in following policies and procedures as well as IT change requests that were not properly approved, prioritized, documented, and tested by the IT department.

Baker Tilly solution

Baker Tilly assisted the university’s IT department in reviewing its IT change management policies and procedures. We interviewed members of management, the change coordinator, and information systems employees. Baker Tilly worked with the change management team to clarify processes with respect to authorizations, proper procedures, and the correct software to be utilized.


As a result of the engagement, the university improved its consistency in following the proper change management policies and procedures. Additionally, with our recommendations, the university increased its awareness about enforcement and data privacy of the change management process.