Chapter 4. Controlling Changes and Releases
All changes or releases happen for one of two reasons:
- Proactively seeking business benefits, such as offering new features to customers, reducing costs, improving the service, implementing compliance/audit/security/organizational guidelines, and so on.
- Reactively resolving errors, bug fixes, and more.
A control process needs to be put in place to manage the risks associated with the changes and to effectively assess, optimize, and mitigate these risks, and all CIs must be put under this control process. A comprehensive Change Management System is required to support this process. In this chapter, we'll see how ServiceDesk Plus fits the bill and helps manage the change and release process flows. We'll cover ...
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