1 OVERVIEW OF THE FIELD

This chapter sets the scene for technical change management by first introducing the wider discipline of IT service management, within which technical change management sits, and then going on to define change management itself and describe the purpose, benefits and some of the perceived problems and difficulties associated with the process.

INTRODUCTION TO IT SERVICE MANAGEMENT

IT service management, in the context of this book, refers to a comprehensive framework of good practice processes that work together to support the delivery of IT services. Proactive processes conspire to design and implement robust systems that resist failure, while reactive processes provide a safety net for when failure is unavoidable. Together ...

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