Change management: driving adoption of your IT department's tools.
BleuLemon is a consultancy specialising in change management applied to IT department tools. We work on the human, organisational and technical dimensions of an IT deployment, from scoping through to daily use. Our consultants have supported the IT departments of large French companies since 2008, from our offices in Paris and Lyon.
Atlassian Platinum Solution Partner since 2008 · Paris and Lyon · More than 30 staff
Why adoption fails.
A tool nobody uses is not an investment. It is an expense.
A project can fail because of the tool. That is almost good news: a tool can be replaced or reconfigured. Changing processes, working habits and behaviour takes more time and more attention.
That is why we work on change management from the start of the project. We look to understand what really has to change: the tool, the practices, the organisation, the roles or, most often, several of these at once.
Our five-stage method: understand, scope, deploy, drive adoption, keep it alive.
The same framework governs all our engagements. Here is its human side.
Identifying the stakeholders, how they work, what irritates them and what the change will alter in their daily routine. Preparing adoption begins at this stage.
Defining adoption goals, champions, rituals, the populations concerned and the indicators that will measure the change.
Rolling out the solution and the new ways of working step by step, dealing with irritants as they arise and involving the teams concerned.
Focusing the communication, training and support effort. Messages and journeys are tailored to roles, to ways of working and to the real impact of the change.
Measuring use, listening to feedback, adjusting the arrangement and handing the teams the rituals needed to make the new practices last.
Change management therefore does not start at the "Drive adoption" stage. It is prepared from the audit or the scoping onwards; communication and training are high points, not the starting point.
This method is applied to all our engagements.
A structured approach, not an ad hoc one.
We do not manage change on instinct. We rely in particular on La Fresque du Changement, a collaborative format that lets participants understand the mechanics of change, share their perceptions and bring out the conditions for the project to succeed. Its playful format encourages involvement, frees up discussion and brings together populations that do not always read change the same way.
This approach sits within a broader methodological framework, drawing in particular on Kotter's work and the ADKAR model. We use these methods as reference points and tools, never as a recipe applied regardless of context.
A few examples of deliverables:
What we measure.
Adoption is not measured the same way for every process or tool. We therefore define with you the indicators that show the behaviours the project is actually trying to change.
On an ITSM engagement, for example, we may track:
| Indicator | What it shows | Where it is read |
|---|---|---|
| Active user rate | Is the solution genuinely being used? | login logs, licences consumed |
| Share of requests received through the portal | Are users adopting the intended channel? | Reports from the ITSM tool, number of requests received by email |
| Right First Time (RFT) | Do requests land in the right place from the start? | Number of reassignments |
| Customer Satisfaction Score (CSAT) | Do users see the service improving? | Satisfaction survey |
See the full arrangements on our case studies.
Training to embed.
Change management is not just training. But it can rarely do without it.
Training is a key moment for explaining, sharing, answering questions and letting teams picture themselves concretely in new ways of working. It does not simply close a project: it helps embed practices for the long term.
At BleuLemon we therefore pay particular attention to this stage. Our training sessions are designed as genuine discussions, tailored to the roles, the ways of working and the context of the participants.
We have built a full training catalogue around the work of an IT department, covering the tools, methods and practices we support day to day. We also offer a course dedicated to change management.
See our training catalogue or discover our change management training.
The questions we get asked about change management
A question that finds no answer here is dealt with in a thirty-minute conversation, about your actual context rather than a general case.
Talk to an expertAre you certified in a recognised method?
Yes. Five of our consultants are certified in La Fresque du Changement, a method from the Change Management Expert programme at ESSEC Executive Education. We use it to structure discussion, surface how change is perceived and involve participants in a concrete, collaborative way.
How long does a change management engagement last?
As a rule, as long as the project itself. Change management starts at scoping, continues through deployment and adoption, then then supports early use after go-live. Its intensity varies with the phases of the project, with more effort usually required around communication, training and support for the teams.
We already have an internal change management team. Why call on BleuLemon?
Because we do not seek to replace your team, but to complement it. An internal team knows the culture, the people and the way the company works inside out. An external consultant brings a different relationship with the teams, more distance and specific experience of IT department projects, tools and populations.
Why go through BleuLemon rather than a firm specialising only in change management?
Because we know the tools, the processes and the constraints of an IT department. We adapt the approach to real ways of working, to the populations concerned and to the adoption goals, with support that starts at scoping and continues after go-live.
What role does AI play in tool adoption?
AI can help us analyse what we gather from the teams more quickly (interview notes, verbatim comments, feedback on use) and bring out weak signals or points of friction. It complements the usage data available in the tools, without replacing fieldwork or conversations with users. It remains a tool in the service of our consultants and of the change management approach.
A project is not finished when it is delivered. It really begins when your teams make it their own.
BleuLemon, a French consultancy (Paris, Lyon) and Atlassian Platinum Solution Partner since 2008. 83% of our target clients retained over the last three years (internal data). More than 30 staff.
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