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The Business-Focused, Best-Practice Guide to Succeeding with ITIL Change and Release Management
ITIL® (Information Technology Infrastructure Library®) can help organizations streamline and integrate their operations, dramatically improving efficiency and delivering greater business value. For the first time, there's a comprehensive best-practice guide to succeeding with two of the most crucial and challenging parts of ITIL: change and release management.
Leading IBM® ITIL expert and author Larry Klosterboer shares solid expertise gained from real implementations across multiple industries. He helps you decide where to invest, avoid ITIL pitfalls, and build successful, long-term processes that deliver real return on investment. You’ll find detailed guidance on each process, integrated into a comprehensive roadmap for planning, implementation, and operation—a roadmap available nowhere else.
Klosterboer offers in-depth coverage of the crucial issues every implementer will face, including make-or-break challenges most consultants can’t or won’t talk about. For example, he demonstrates how to set a reasonable project scope, migrate data, execute successful pilot programs, and continually improve quality once ITIL practices are in place.
This book’s practical insights will be invaluable to every IT executive, professional, and user who wants to bring their current change and release practices in line with ITIL—and transform them from a source of frustration into a source of value.
Coverage includes
- Discovering and managing your change and release management requirements
- Identifying the resources you’ll need to succeed
- Building comprehensive schedules for executing change/release management projects
- Moving from planning to real-world implementation
- Choosing the right tools—or modifying the tools you’ve already invested in
- Using change/release management to facilitate auditing and ensure compliance
- Leveraging the full business benefits of mature change/release management processes
Covers ITIL version 3
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
- Sales Rank: #999465 in Books
- Published on: 2008-12-11
- Original language: English
- Number of items: 1
- Dimensions: 9.56" h x .72" w x 7.18" l, 1.15 pounds
- Binding: Hardcover
- 240 pages
From the Back Cover
The Business-Focused, Best-Practice Guide to Succeeding with ITIL Change and Release Management ITIL(R) (Information Technology Infrastructure Library(R)) can help organizations streamline and integrate their operations, dramatically improving efficiency and delivering greater business value. For the first time, there's a comprehensive best-practice guide to succeeding with two of the most crucial and challenging parts of ITIL: change and release management. Leading IBM(R) ITIL expert and author Larry Klosterboer shares solid expertise gained from real implementations across multiple industries. He helps you decide where to invest, avoid ITIL pitfalls, and build successful, long-term processes that deliver real return on investment. You'll find detailed guidance on each process, integrated into a comprehensive roadmap for planning, implementation, and operation--a roadmap available nowhere else. Klosterboer offers in-depth coverage of the crucial issues every implementer will face, including make-or-break challenges most consultants can't or won't talk about. For example, he demonstrates how to set a reasonable project scope, migrate data, execute successful pilot programs, and continually improve quality once ITIL practices are in place. This book's practical insights will be invaluable to every IT executive, professional, and user who wants to bring their current change and release practices in line with ITIL--and transform them from a source of frustration into a source of value.
Coverage includes Discovering and managing your change and release management requirements Identifying the resources you'll need to succeed Building comprehensive schedules for executing change/release management projects Moving from planning to real-world implementation Choosing the right tools--or modifying the tools you've already invested in Using change/release management to facilitate auditing and ensure compliance Leveraging the full business benefits of mature change/release management processesCovers ITIL version 3
Acknowledgments xvAbout the Author xvi Part I: Planning 1Chapter 1: Change and Release Management: Better Together 3Chapter 2: Discovering and Managing Requirements 13Chapter 3: Defining Change and Release Management Processes 27Chapter 4: Building Logical Work Flows 41Chapter 5: Completing the Implementation Plan 51 Part II: Implementing 65Chapter 6: Choosing the Tools 67Chapter 7: Migrating or Consolidating Data 85Chapter 8: Bringing the Process to Life 97Chapter 9: Choosing and Running a Pilot 109Chapter 10: Moving from Pilot to Production 121 Part III: Operational Issues 133Chapter 11: The Forward Schedule of Change 135Chapter 12: Building the Definitive Media Library 143Chapter 13: Defining Release Packages 153Chapter 14: Auditing and Compliance Management 163 Part IV: Reaping the Benefits 173Chapter 15: Business Impact Analysis 175Chapter 16: Reports and Service Levels 185Chapter 17: Linking to Other Processes 199 Index 209
About the Author
Larry Klosterboer is a certified IT architect specializing in systems engineering. He works for IBM’s global service delivery team out of Austin, Texas. He has more than twenty years of experience in service delivery, spanning technologies from mainframe to networking to desktop computing. Most of that time has been spent designing and implementing service management solutions. Larry currently works as a lead systems engineer for IBM’s large outsourcing customers.
Most helpful customer reviews
18 of 18 people found the following review helpful.
An excellent change management book, with one reservation
By Dr. David Farrar
Larry Klosterboer, author of "Implementing ITIL Change and Release Management" has written the comprehensive overview of managing ITIL based change strategies for IT Operations Managers and Directors.
So why is a psychologist reviewing an IT change management book?
For starters, many of my clients are IT and information systems specialists. Most are going through pain, change and challenges related to keeping up with the rapidly shifting demands of their customers, the adoption of new technology, and of course, the economy.
What makes this book different is it specifically speaks to the change and release methodologies you need to manage these three technology pressures. In particular, this book focuses on issues of Content, (Structure, Strategy, Process, Product) and Roadmap, (Project management, Governance, Implementation, Contingencies). This is both its strength and weakness.
In a recent interview Klosterboer offered these critical words of advice from his book:
5 must-dos
* Engage the organization-- implementing change and release management cannot be done in a corner.
* Establish strong policies so process documents never need to be interpreted on the fly.
* Use tools to automate the process rather than defining a process which fits the tools.
* Train each person for the role they will fill rather than creating generic process training.
* Build reports that people will use.
5 don'ts
* Don't forget to gather and agree on solid requirements before moving on to implementation.
* Don't believe implementation of a tool is the hardest part.
* Don't think you can implement release management without appropriate staffing.
* Don't underestimate the importance of a definitive media library.
* Don't settle for a general, high-level process that nobody really follows.
It's the very first of these, engaging the organization, that is truly critical, and often overlooked or given not enough attention. Engaging people means getting them to devote their time, talent and trust to supporting your goals.
It's also true that the book deals largely with the Organization level of analysis. To be truly comprehensive change managers need to have a strategy to deal with the Group and Individual dynamics that get stirred up by organizational change.
The various chapters in this book work through the content and roadmap you need to lay out for your organization to get on top of change and release management, using the ITIL structures, but don't provide much detail on how to engage the staff and customers. Add in expertise on the People issues, (Mindsets, Reactions, Engagement, Acceptance, Commitment) or supplement it from elsewhere and the book would be perfect.
7 of 7 people found the following review helpful.
Best book on the subject
By Colin O.
I just read this book for the second time, and it's even better than the first time--now I feel qualified to write a review. In my opinion, this is one of the best books on the subject, and more actionable than the five ITIL v3 volumes developed in the UK by the Office of Government Commerce. The things I like about this book are Larry's style of writing and his organization of the materials. It's clear he knows his subject, and the author has a unique way of taking a complex and sometimes confusing topic and making it not only understandable, but actionable--something you can implement in a straightforward manner. Leveraging the intertwined relationship between Change and Release Management, the story reads much better than if they were discussed separately.
After authoring three books, it's pretty clear that Larry has a talent for reducing hard-to-understand technical subjects into logical prose for the common ITSM practitioner. This book is not for the average pedestrian (it assumes the reader has some understanding of ITIL and service management), but it's not overly technical either, and seems to have found a sweet spot of "just enough" procedural detail. The illustrations are simple yet elegant, not fancy or overdone, and very communicative.
The author's step-by-step approach takes the reader from understanding and defining process requirements and workflows all the way through implementing the new processes through tool selection and integration, data migration, process piloting, and finally broad rollout across IT. In the last two sections, Larry presents operational issues that commonly arise, as well as the integration of Change and Release Management with service level goals and other ITIL processes typically identified by senior management for implementation.
All-in-all, one of the best books I've read on these two ITIL processes.
3 of 3 people found the following review helpful.
Other formats
By NJB
Awesome! I am an ITIL professional and have been trying to get my management team to understand what release is for 2 years. Maybe they will believe it if it comes from another source and I can just get them to consume the concepts in this book. They are stuck in 20th century and can not grasp what release and change REALLY are....it is not testing and not project management. It is cutting edge and truely deserves a place in todays IT world. This is absolutely a must read for every IT manager who wants to improve the quality of what they deliver, be educated on new concepts and bring their organization into the 21st century by bring structure and a repeatable process for implementing change. I got this book one evening and read it cover to cover immediately....I could not stop! My problem? I work for a management team that does not read and I need to open their eyes to the possibilities and educate them on what release and change management really are so they can finally have an "AH-HA moment". Please let me know when this will be available in formats for audio disc and iPAD so I can help educate them!
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