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Improving Change Management Systems and Processes

Authors:
Marko Jäntti
Juha Niskala

Keywords: IT service; change management; change; process

Abstract:
IT service change management aims to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and service quality. Change management is an attractive research topic due to its complicated nature (broad scope, a large number of interfaces, many instances). Our research exploits the best practices of IT Infrastructure Library (ITIL) framework. The research problem of this study is: Which factors should be taken into consideration while implementing IT service change management systems and processes? The main contribution of this paper is to present results of a case study with a Finnish IT service provider organization that provides ICT and medical technology services in Finland. Our results consist of identified functional and data requirements for a change management module within an IT service management system as well as practical implications for change management process implementation. The case study was carried out as a part of a research project that focused on improving Service Transition processes.

Pages: 220 to 225

Copyright: Copyright (c) IARIA, 2014

Publication date: February 23, 2014

Published in: conference

ISSN: 2308-4243

ISBN: 978-1-61208-319-3

Location: Nice, France

Dates: from February 23, 2014 to February 27, 2014