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IT Services: Costs, Metrics, Benchmarking, and Marketing by Robert E. Matthews, Thomas R. DiPasquale, Anthony F. Tardugno

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7.4. Change Control Process

Every ISD organization needs a change control process. Change control can be a very complex process, consisting of a formal review process, weekly change meetings, and several levels of approval processes. It can also be a simple tracking process that is completed after the change has taken place. Most organizations probably use some combination of the two. Below is a sample change control process.

7.4.1. Change Control

Establish a process to manage and track system change requests within the IT group, especially changes to the application servers and applications themselves. All system change requests are to be submitted to the help desk, which will function as both the control point and tracking point for all changes. ...

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