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Exploring an IT Service Change Management Process: A Case Study

Authors:
Marko Jäntti
Merja Kainulainen

Keywords: change management; request for change; IT service

Abstract:
IT service providers need effective methods for managing change requests and changes regarding provided IT services and the IT infrastructure. However, many IT service providers consider the implementation of a serviceoriented change management process as a difficult task. This challenge has led us to examine the research problem: How to improve a change management process based on IT service management practices? The main contribution of this study is 1) to explore how an IT service provider organization in Finland has implemented a change management process, and 2) to identify what types of challenges are related to the transition process from traditional change management to service-oriented change management. Data for this study were collected by using a case study research method.

Pages: 1 to 6

Copyright: Copyright (c) IARIA, 2011

Publication date: February 23, 2011

Published in: conference

ISSN: 2308-3956

ISBN: 978-1-61208-116-8

Location: Gosier, Guadeloupe, France

Dates: from February 23, 2011 to February 28, 2011