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In this video tutorial, Chris Ward introduces change management as a critical process in project and IT service management. Drawing from his experience as a project and operations manager, he shares his initial dread of the word "change," associating it with risks, such as project failure and budget overruns. However, he emphasizes that change is inevitable and can be leveraged for improvement rather than resisted. The session will focus on the traditional change management process, rather than agile methodologies like spikes and scrum, aiming to provide insights on effectively managing change within IT projects and services.