O'Reilly logo

IT Service Management - A guide for ITIL Foundation Exam candidates by Aidan Lawes, Ernest Brewster, Richard Griffiths, John Sansbury

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

22 CHANGE MANAGEMENT (ST 4.2)

INTRODUCTION AND SCOPE

It is often said that the only constant is change. Accordingly, change must be embraced as an essential and natural aspect of any environment, but poorly managed changes can cause chaos within an organisation. Indeed, poorly managed changes are often the major cause of incidents. Not only does this cause disruption to the users, it also leads to rework that is frequently more difficult to achieve than getting it correct originally.

EXAMPLE

A major airline suffered several days of upheaval and embarrassment after their reservation system crashed and customers were unable to execute many transactions. The cause was traced to an inadequately tested change to the system. The loss, both financial ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required