Change in an organization isn’t a one-size-fits-all process. Some changes happen gradually, allowing employees to adjust over time, while others require a rapid shift in strategy, structure, technology, and/or ingrained mindsets. The scale, complexity, and impact of a change determine how it should be managed.

Organizational change generally falls into two categories: adaptive changes and transformational changes. 

Adaptive changes

Adaptive changes are gradual, incremental adjustments that help organizations stay aligned with evolving needs. These changes typically involve small refinements to existing processes, policies, or structures, avoiding the need for major overhauls. Because adaptive changes are smaller in scale, they may be easier to implement. However, they still require careful planning and communication to ensure employees understand and adapt to new ways of working. 

Examples of adaptive changes include: 

• Training employees on new tools to improve efficiency and collaboration.

• Updating policies and workflows to comply with evolving industry standards. 

• Refining communication channels to streamline decision-making and reduce bottlenecks. 

• Making minor adjustments to pricing strategies in response to market trends. 

Transformational changes

Transformational changes are large-scale shifts that redefine how a company operates. These changes often require fundamental rethinking of strategies, processes, culture, or technology, and they typically take longer to execute. Because transformational changes are complex, they tend to require significant planning and ongoing employee support—bolstered by commitment and direction from those in leadership positions. 

Changes that can be categorized as ‘transformational’ include: 

• Company-wide restructuring to improve efficiency and collaboration. 

• Implementing enterprise-wide software that requires extensive training and process adaptation. 

• Expanding into new global markets with different legal, cultural, and operational requirements. 

• Mergers and acquisitions that require integrating teams, processes, and company cultures. 

Organizations do not change for the sake of change. Various internal and external factors drive the need for evolution. And while some changes are planned, others happen spontaneously. Having a structured approach to managing change as it occurs gives organizations what they need to respond effectively.

Some of the most common catalysts for organizational change are: 

• Business growth 
  As a company expands, it often needs new processes or team structures to support increased demand and maintain efficiency. 

• Leadership changes 
  New executives or management teams may introduce different priorities, requiring adjustments in strategy or workplace culture. 

• Team restructuring 
  Mergers, acquisitions, and internal reorganizations frequently lead to role changes and shifts in reporting structures. 

• Technology adoption 
  Implementing new software or automation tools requires employees to learn different systems and adapt established workflows. 

• Regulatory updates 
  Operational and procedural changes are a natural result of new laws, industry regulations, or security requirements, causing businesses to adapt in order to remain compliant. 

• Market fluctuations 
  Economic shifts, supply chain obstructions, and changing customer demand might force companies to adjust their pricing or explore alternative revenue streams. 

• Increased competition 
  The entry of new competitors can push a company to refine its business model or otherwise seek to improve its products and services. 

• Evolving customer preferences 
  As consumer expectations change, businesses must adapt to remain relevant and continue meeting the needs and expectations of their customer base. 

• Operational and process innovations 
  Organizations that adopt new methodologies, such as lean management, often do so to improve productivity or reduce inefficiencies.

Change is necessary for growth, but it can also create disruption if not handled correctly. Employees may drag their feet on accepting new processes. Even those who are willing to embrace the change might misunderstand expectations or struggle to adapt, leading to increased frustration and costly inefficiencies. And employees are not the only ones who can derail the process; if decision makers neglect the human side of change, the entire initiative can lose momentum. Poor communication, lack of cohesion, inadequate support—without a clear strategy and full commitment from everyone involved, even well-intentioned changes can result in confusion and missed business objectives across the workforce.  

OCM provides the strategies and support needed to help employees transition smoothly. By focusing on communication, training, and leadership alignment, companies can help ensure that necessary changes are being incorporated into the company without the kind of friction so often associated with shifting business conditions.

Effective change management increases success

Simply put, a well-executed approach to change management helps organizations achieve their goals more efficiently while maintaining employee morale and operational stability. Treating change as a structured process rather than an afterthought helps businesses avoid the kinds of missteps that lead to disorganization and lost revenue.  

More specifically, the top benefits of effective OCM are: 

• Higher adoption rates 
  Employees who understand and support a change are more likely to integrate it into their daily work. 

• Reduced resistance 
  Clear communication and leadership involvement help employees feel optimistic and engaged, preventing them from feeling blindsided by change. 

• Minimized productivity disruptions 
  A structured approach helps companies maintain operations while transitioning to new processes or systems. 

• Improved employee engagement 
  When employees feel included in the change process, they are more likely to stay motivated and committed. 

• Better project outcomes 
  Initiatives that incorporate change management are more likely to stay on budget, on schedule, and achieve their intended results. 

• Sustained stability 
  Companies with strong change management capabilities can more easily adapt to future challenges and market shifts, promoting long-term business resilience. 

Remember that organizational change happens one person at a time

It is worth reiterating that although large-scale change might be planned at the organizational level, its success depends on how well individual employees adapt. Every new process, system, or structural shift requires people to adjust their daily routines and responsibilities. If employees resist the change or do not understand its purpose, even the most well-designed initiatives can struggle to gain traction. Without individual commitment, organizational transformation remains little more than an abstract.

Effective change management recognizes this fact. As such, it prioritizes employee guidance, resources, and reassurance throughout the transition. When employees understand how a change benefits both them and their organization, they are more likely to engage with the process and less likely to fight it. Companies that focus on the individuals as the most foundational building block of successful change build momentum from the ground up. 

As has already been addressed, change affects every level of an organization. Effective change management ensures that vital transitions are implemented smoothly at every level. Employees must understand how their daily tasks will shift, teams need clear guidance on role adjustments, and leadership must maintain the company’s long-term vision with the changes being introduced. 

This need for structured OCM applies at all levels, including: 

The work of individual jobs

When a company introduces new tools, processes, or policies, individual employees are the ones who must put these changes into practice. Everything from adopting a new software system to following updated compliance procedures demands clear employee direction and unwavering support. Without proper guidance, productivity can suffer, and resistance may grow. Change management helps smooth the transition by ensuring employees receive the necessary training, communication, and resources to succeed. When employees feel prepared, they are more likely to be enthusiastic about the change.

The roles of individual employees

Change affects what employees do, but more than that, it redefines their roles and responsibilities. When organizations restructure, employees must adjust to new expectations. Change management provides much-needed clarity by outlining job expectations, in addition to providing ongoing support and facilitating open communication. Keeping employees informed and engaged creates a smoother transition, so role adjustments support business success without getting in the way.

The organization itself

At the highest level, organizational change can alter the company’s culture and strategic direction. Large-scale changes—things like mergers or sweeping technological updates—require alignment across all departments and leadership levels. If key stakeholders are not on the same page, the change has the potential for disaster. Change management helps leadership communicate a unified vision, so that employees can more fully understand the reasons behind the transition and business processes can be adapted correctly.

OCM is a shared responsibility; no single person or department can drive successful change alone. Leadership sets the vision and strategy, and employees at all levels take responsibility for executing and upholding new initiatives. At the same time, each group within an organization brings a unique perspective and set of responsibilities to the change process:

Executives

Executives set the vision for change and ensure it aligns with business goals. Their role includes communicating the need for change, securing resources, and demonstrating commitment to the transition.

HR

HR teams play a key role in employee training, engagement, and support. They help address concerns, facilitate communication, and ensure employees have the resources needed to navigate change.

Management

Middle managers bridge the gap between executives and employees. They are responsible for reinforcing changes, providing hands-on support, and addressing day-to-day challenges that arise during transitions.

Experts

Some organizations bring in change management consultants or specialists to lead complex transitions. These experts provide frameworks, best practices, and guidance to ensure a structured approach to change.

Successful change does not happen by accident. Companies must take deliberate steps to prepare for and implement transitions effectively. 

• Define the change 
  Clearly articulate what is changing, why it’s necessary, and how it aligns with business goals. 

• Assess readiness 
  Evaluate how prepared employees, teams, and systems are to support the change.

• Build a change strategy 
  Develop a plan that includes communication, training, and leadership involvement. 
   
• Engage stakeholders 
  Secure buy-in from key leaders and employees who will be directly impacted by the change. 
   
• Develop training and support programs 
  Ensure employees have access to the resources they need to succeed. 
   
• Monitor progress 
  Track key metrics, gather feedback, and adjust as needed to ensure long-term success. 

Change happens, and that can be a good thing. With the right approach to organizational change management, businesses can treat transitions of all sizes and complexity as powerful opportunities instead of unavoidable disruptions. Still, managing change at scale requires the right tools. ServiceNow and the Now Platform® provide a centralized solution by unifying and automating workflows, applying advanced AI solutions to complex processes, and offering real-time visibility and company-wide collaboration to match every organizational shift. 

ServiceNow Strategic Portfolio Management (SPM) further builds on these advantages, offering a suite of applications designed to directly support OCM initiatives. Strategic Planning, Demand Management, and Digital Portfolio Management help organizations align projects with business goals and ensure smooth execution. Performance Analytics and Predictive Intelligence provide insights that enable decision-makers to anticipate challenges and measure adoption. At the same time, Collaborative Work Management and Resource Management give employees the support and visibility they need to adapt. ServiceNow makes it all possible, setting your enterprise on the path to successful organizational change. 

See how ServiceNow can strengthen your change management strategy and drive lasting success—demo Strategic Portfolio Management today!