I'm finishing up the Communication/Change Management sections of Service Transition and I'm a little unclear on how the stakeholder map and analysis are created. Is there a standard template to use as a starting point for creating these, or are they solely based on our own beliefs about what the areas of interest are? If it's based on our own beliefs, how do we determine the areas of interest?
Stakeholder Map and Analysis
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Other than the basic diagrams used during the episodes, there are no "templates" available for use. ITIL is relevant to so many industries and organisations with differing levels of complexity and scale. The concepts of stakeholder analysis can be applied at varying levels of granularity in all of the circumstances I've just mentioned. We simply can't provide a one-size-fits-all that would be relevant in all of these circumstances. Stakeholder analysis are only going to be valuable when tailored to the organisation, the specific need, and the level of granularity required.
Determining scope should be based on factual evidence and an understanding of the purpose. I'd be more than happy to help you in determining what you should analyse, but to do that I would need to understand the context in more depth.
Mainly, I was looking to see if there were any established frameworks or best practices to follow in creating these, similar to the recommendation of using Kotter's 8-step change model for change management.
@Jennifer-Turner Great question! Ultimately all or most stakeholders are assigned roles even if dormant and I have deployed versions of RACI or other responsibility assignment matrices :https://en.wikipedia.org/wiki/Responsibility_assignment_matrix, but there are additional techniques you can look into like the salience model if looking for techniques you can apply.
Excellent! That's what I was looking for. Interesting how RACI has been extended and fleshed out to help identify particular stakeholder groups. It's easy (well, mostly) to determine who should be responsible and accountable, less so consulted; but informed has always seemed amorphous to me, especially in environments where communication is lacking. This really helps. Thank you so much, Ryan!
There is some information at https://www.mindtools.com/pages/article/newPPM_07.htm about Stakeholder analysis.
One model you could place stakeholders on is the Power and Interest 2x2 grid, and so decide which stakeholders you need to concern yourself with and manage.
There is also a free course from the Open University that talks about Stakeholder Analysis, see https://www.open.edu/openlearn/money-business/leadership-management/discovering-management/content-section-1.4.3
A RACI matrix will help, but there are other ways too. I think that you have to identify stakeholders in order to put them on a RACI matrix as well.
I hope that this is helpful.