Achieving ISO/IEC 20000: Enabling Change

Description

This book covers the configuration, change management and release management processes which are contained in ISO/IEC 20000.

t compares the three processes and describes how they interface with each other, and gives advice on the requirements and recommendations of ISO/IEC 20000, example metrics and audit evidence.

This book also includes practical advice on meeting the ISO/IEC 20000 requirements on the roles and responsibilities of those involved.

Organizations are under increasing pressure to gain a competitive advantage, manage operational risks and increase profitability and/or maintain growth. Achieving these business goals requires constant business and technology change. However, making changes is often difficult due to the distributed nature and complexity of the end-to-end services. If changes are not well understood and managed they result in unacceptable operational risks and service degradation.

Change, configuration and release management enable organizations to make changes that meet the business and customer needs at the agreed cost, at the right time and in a controlled manner. To achieve this organizations need a good understanding of their IT services and the underlying infrastructure.

This book explains the requirements for the configuration, change and release management processes which are contained in three ISO/IEC 20000-1 clauses. These processes are important for service providers in controlling the production environment and aligning their services with the business needs. The book explains the role of these processes and how the processes interface with each other. It includes example metrics and audit evidence with practical hints, tips and techniques that will help a service provider achieve the requirements.

The book also explains the relationship between the three processes, the Plan-Do-Check-Act cycle and the planning and implementing of new or changed services.

CONTENTS:

* Introduction

    * Enabling change

    * Configuration management (ISO/IEC 20000-1, 9.1)

    * Change management (ISO/IEC 20000-1, 9.2)

    * Release management (ISO/IEC 20000-1, 10.1)

    * Management system requirements

    * ISO/IEC 20000 requirements in summary

    * Bibliography and further information

    * Books in the 'Achieving ISO/IEC 20000' series