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Implementing ITIL Change and Release Management by Larry Klosterboer

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Chapter 4. Building Logical Work Flows

Process documentation is great for understanding the overall process, but it often falls short of explaining exactly what needs to be accomplished in every situation. Most modern change and release management tools support work flow implementations. So in addition to understanding the overall processes, you need to consider some concrete work flows that your organization will use to accomplish change and release management.

A work flow is a discrete set of steps that can be captured and then automated in a tool. A process describes every possible situation and outcome. Work flows, on the other hand, are used to describe and capture the most common scenarios that people follow to get through the ...

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