Table of Contents

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

About the Author

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.