Under Construction

To Control

Included in this document :
Change Management
Problem Management
Production Management
Asset Management

Change Management

Definition

Change Management is the discipline of ensuring the integrity of the computing environment across the introduction of changes to that environment.

Disciplines and Skills relating to Change Management include:

• Change Planning
• Risk Assessment
• Root Cause Analysis
• Certification and Testing Methodologies

Processes relevant to Change Management include:

• The Change Management process
• The Risk Assessment process

Standards relating to Change Management include:

• Standards relating to the format and content of Change Requests.
• Standards relating to the format and content of Change Plans.
• Standards relating to the format and content of Downtime Conference reporting.

Metrics for success in Change Management include:

• Percentage of changes successfully completed (no contingency required)
• Percentage of changes failed (requiring back-out of change)
• Percentage of changes partially failed (requiring regression steps)
• Percentage of changes partially failed (requiring contingency/mitigation steps)

Problem Management

Definition

Problem Management is the management to resolution of system-related problems, whatever source they may be initiated from. This includes both user reported problems, perceived or real, and system generated events. It also includes management of the customer interface.

Disciplines and Skills relating to Problem Management include:

• Problem Investigation and Diagnosis
• User Interviewing
• System Testing Theory
• Workflow Management

Production Management

Definition

Production Management is the management of the day-to-day operational duties relating to the computing environment. This includes such things as backup tape manipulation (loading, labeling, storing), print-out distribution and batch job monitoring, scheduling and reporting.

Asset Management

Definition

Asset Management is a whole-of-lifecycle management of computing assets, both hardware and software from procurement to decommissioning.