Change management: helping a team through a new system
For team leads, supervisors, super-users and project coordinators whose team is moving to a new business system, such as a job management tool, CRM, PSA or finance system. Complete 'Leading your team through change' first; it covers how people experience change and how to involve them. 'Planning change communication' covers announcements. This course is about the system change itself: assessing readiness, writing training objectives you can check, planning go-live support and hypercare, measuring whether people actually use the system, and dealing with workarounds. It draws on Microsoft's Dynamics 365 implementation guidance, the GOV.UK Service Manual and the Prosci ADKAR model as general background; the methods apply to any system. Where a change affects people's contracts, hours or working conditions, your HR team decides what consultation is needed before anything is announced.
- Level
- Intermediate
- Length
- About 91 minutes
- Contents
- 5 lessons · final exam
- Status
- Published · updated 10 Oct 2026
Skills you'll practise
- Assess a team's readiness for a new system using the five ADKAR elements
- Write role-based training objectives that are specific and measurable
- Plan go-live support with super-users, a clear help route and a hypercare period
- Measure adoption using usage data, task completion and user feedback together
- Choose a response when people work around the new system or drift back to the old way
Course outline
- 1.Assessing readiness using the five ADKAR elementsLesson · 17 min
- 2.Writing role-based training objectives that are specific and measurableLesson · 18 min
- 3.Planning go-live support with super-users, a help route and hypercareLesson · 17 min
- 4.Measuring adoption with usage data, task completion and feedbackLesson · 17 min
- 5.Responding to workarounds and drift back to the old wayLesson · 12 min
- 6.Change management: helping a team through a new system: knowledge checkKnowledge check · 13 questions
- 7.Change management: helping a team through a new system: practical exerciseKnowledge check · 1 question
- 8.Final exam10 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
- Prosci: The Prosci ADKAR Model (overview page)
- Microsoft Learn (Dynamics 365 implementation guide): Use the go-live checklist to make sure your solution is ready
- Microsoft Learn (Dynamics 365 implementation guide): Develop your own training strategy for your implementations
- Microsoft Learn (Dynamics 365 implementation guide): Create a support strategy for your Dynamics 365 solution
- GOV.UK Service Manual: Measuring the success of your service
See it with your own jobs and topics
Tell us about your team and we'll walk you through setup, from choosing jobs to your first skills check.