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

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.

"About this title" may belong to another edition of this title.

Store Description

ThriftBooks is a fully independent seller of used books, having sold more than 160 million used and new books since we started in 2003. Each quality used book is sorted, graded, shelved and shipped by hand by our team of dedicated employees in our seven warehouses across the US. We have the best selection of books, in the right condition and format, at everyday low prices. We also have a dedicated, US-based Customer Service team, ranked in the top three by Newsweek for Best Customer Service in 2018 and 2019, so you can shop with confidence. We support and invest in our employees, appreciate and value our customers, and truly believe in the power of the written word to educate, energize, and engage readers of all ages and interests.

Visit Seller's Storefront

Seller's business information

Thrift Books Global LLC
18300 Cascade Ave S, Seattle, WA, 98188, U.S.A.

Sale & Shipping Terms

Terms of Sale

We guarantee each book that we send you. If you have any problems, please contact
our dedicated customer service department. They will do everything possible to
ensure you are happy with your order.

Right of withdrawal

If you are a consumer you can withdraw from the contract in accordance with the following. Consumer means any natural person who is acting for purposes which are outside his trade, business, craft or profession.

Information regarding the right of withdrawal

Statutory right to withdraw

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good or the last lot or piece.

To exercise the right of withdrawal, electronically fill in and submit a clear statement on our website, under "My Purchases" in "My Account". We will communicate to you an acknowledgement of receipt of such a withdrawal on a durable medium (e.g. by e-mail) without delay.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to withdraw from this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back, or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to ThriftBooks-Dallas, Dallas, Texas, U.S.A., without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Exceptions to the right of withdrawal

The right of withdrawal does not apply to:

The delivery of newspapers, journals or magazines with the exception of subscription contracts; and
The supply of digital content which is not supplied on a tangible medium (e.g. on a CD or DVD) if you accepted when you placed your order that we could start to deliver it, and that you could not withdraw once delivery had started.

Shipping Terms

All domestic Standard and Expedited shipments are distributed from our warehouses by OSM, then handed off to the USPS for final delivery.

2-Day Shipping is delivered by FedEx, which does not deliver to PO boxes.

International shipments are tendered to the local postal service in the destination country for final delivery – we do not use courier services for international deliveries.

Shipping rates within U.S.A.

Shipping rates within U.S.A.
Order quantity	4 to 8 business days	4 to 8 business days
First item	� 0.00	� 0.00

Delivery times are set by sellers and vary by carrier and location. Orders passing through Customs may face delays and buyers are responsible for any associated duties or fees. Sellers may contact you regarding additional charges to cover any increased costs to ship your items.