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Business-driven decision support for change management: planning and scheduling of changes

Sauve, Jacques; Rebroucas, Rodrigo; Moura, Antao; Bartolini, Claudio; Boulmakoul, Abdel; Trastour, David


Keyword(s): information technology infrastructure library (ITIL); change management; business-driven IT management; business metrics; modelling; performance evaluation; automation; probability of SLA violation; business impact; decision and negotiation support tools

Abstract: Moving from the results of a web survey we carried out in early 2006 we identified the main challenges in IT change management as planning and scheduling of changes; high number of emergency changes and ill- definition or wrong scoping of request for changes. In this paper we begin to address the problem of planning and scheduling changes taking business considerations into account, following a business-driven IT management (BDIM) methodology. We sketch a reference architecture which follows the principles of BDIM, comprising of a mathematical model linking IT availability metrics to business objectives (in our example: monetary loss due to availability service level violations). We present a numerical illustration of how the derived metrics may support change management decisions in order to plan and schedule changes to minimize adverse business impact. Notes: Jacques Sauve, Rodrigo Rebroucas and Antao Moura, Departamento de Sistemas e Computacao University of Campina Grande (UFCG), Brazil

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