Acknowledgments xv
About the Author xvi
Part I: Planning 1
Chapter 1: Change and Release Management: Better Together 3
Chapter 2: Discovering and Managing Requirements 13
Chapter 3: Defining Change and Release Management Processes 27
Chapter 4: Building Logical Work Flows 41
Chapter 5: Completing the Implementation Plan 51
Part II: Implementing 65
Chapter 6: Choosing the Tools 67
Chapter 7: Migrating or Consolidating Data 85
Chapter 8: Bringing the Process to Life 97
Chapter 9: Choosing and Running a Pilot 109
Chapter 10: Moving from Pilot to Production 121
Part III: Operational Issues 133
Chapter 11: The Forward Schedule of Change 135
Chapter 12: Building the Definitive Media Library 143
Chapter 13: Defining Release Packages 153
Chapter 14: Auditing and Compliance Management 163
Part IV: Reaping the Benefits 173
Chapter 15: Business Impact Analysis 175
Chapter 16: Reports and Service Levels 185
Chapter 17: Linking to Other Processes 199
Index 209
Larry Klosterboer (Austin, TX) is a certified I/T architect specializing in systems management. He works for IBM's Technology Integration Management Center in Austin, Texas. Klosterboer has eighteen years of experience in service delivery, spanning systems from mainframe to midrange to desktop. His areas of focus have included network design, UNIX systems administration, asset management and, most recently, service management implementation. He has designed and implemented ITIL aligned solutions for some of IBM's largest customers. Klosterboer authored the companion IBM Press book Implementing ITIL Configuration Management.
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