Transcription of White Paper - itsmcampus.com
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White Paper - itsmcampus.com
White PaperChange Management:A CA IT Service ManagementProcess MapPeter Doherty Senior Consultant, Technical Service, CA, Waterhouse Director, Business Service Optimization, CA 2006 Table of ContentsIntroduction ..3 Change Management .. 4 Request for Change (RFC) ..5 RFC Analysis ..5 Change Prioritization ..5 Categorize ..5 Change Advisory Board ..6 Change Schedule ..6 Build & Test Change .. a Successful Change Management Journey ..7 About the Authors ..823 IntroductionCA s IT Service Management (ITSM) Process Maps providea clear representation of the itil best practice use the analogy of subway or underground systemtransport maps to illustrate how best to navigate a journeyof continuous IT service improvement. Each map detailseach itil process (track), the itil process activities (stations)that must be navigated to achieve itil process goals (yourdestination), and the integration points (junctions) thatmust be considered for process has developed two maps (Service Support Figure A;and Service Delivery Figure B), since most ITSM discussions are focused around these two critical Service Support journey represents a journey ofimproving day-to-day IT service support processes thatlay the operational foundation needed upon which to buildbusiness value.
3 Introduction CA’s IT Service Management (ITSM) Process Maps provide a clear representation of the ITIL best practice framework. We use the analogy of subway or underground system
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