Change Management

Change Management (Change Manager)

• Changes are requested and handled as Request for Change (R f C) tickets

• A change is requested.

• The request for change is reviewed and if deemed necessary processed further.

• The change is assessed and categorized based on the impact and urgency.

• The change is authorized.

• The change implementation is planned.

• The change is implemented (ITIL Release Management deals more with the testing and releasing changes into IT production environment).

• After the change is implemented it is reviewed for success and further improvement.

ITIL Current Adaptation

IT Infrastructure Library (ITIL)

• To construct Network Infrastructure Management processes for a global corporation using ITIL best practice guidance as a background.
• To construct and describe Change Management process ·to enable common and consistent way of managing changes in the network infrastructure.
• To construct and describe the Configuration Management process and CMDB so that information about network infrastructure is globally accessible,relationships between infrastructure items are known and the information about the infrastructure is kept up-to-date.

ITIL Change Management 

A study by Gartner consulting states that an average of 80 percent of mission-critical application service downtime is directly caused by people or process failures "unmanaged changes”.

Change Management ensures that standardized methods and procedures are used for efficient and prompt handling of all changes to minimize the impact of change-related incidents upon service quality

IT Infrastructure Library (ITIL)

ITIL  Infrastructure Library (ITIL)

ITIL, formerly known as the Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form known as ITIL 2011 edition

ITIL describes processes, procedures, tasks, and checklists which are not organization-specific, but can be applied by an organization for establishing integration with the organization's strategy, delivering value, and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement.

Since July 2013, ITIL has been owned by AXELOS Ltd, a joint venture between HM Cabinet Office and Capita Plc.

IT Service Support Management Tools

IT Service Support Management Tools (ITSSM Tools)

 " ITSSM Tools offer tightly integrated processes and functions that correlate with the activities of the broader IT support organization. ITSSM tools can leverage a business view of IT services, enabling the IT support organization to better prioritize and quickly resolve or escalate issues and problems, and improve root cause isolation. " - Gartner