ITIL Change Management Best Practices
In a 2004 survey designed by Noel Bruton (author of ‘How to Manage the IT Helpdesk’ and ‘Managing the IT Services Process’), ITIL adopting organizations were asked to relate their actual experiences in having implemented ITIL. IT Service Continuity Management helps to ensure the availability and rapid restoration of IT services in the event of a disaster.
Capacity Management supports the optimum and cost effective provision of IT services by helping organizations match their IT resources to the business demands. Often confused with the role of Incident Management from Service Support, Operations is more technical and is concerned not solely with Incidents reported by users, but with Events generated by or recorded by the Infrastructure. ITIL Change Management Best Practices Bruton notes that the claim to non-prescriptiveness must be at best one of scale rather than absolute intention, for the very description of a certain set of processes is in itself a form of prescription.
Request for Change (RFC): form used to record details of a request for a change and is sent as an input to Change Management by the Change Requestor. Part of ITIL is maintaining a CMDB (Configuration Management Database).
This chain of processes is tracked using the Configuration Management Database (CMDB), which records each process, and creates output documents for traceability (Quality Management).