Introduction to Algorithms
Automating the Change Management Process with Electronic Contracts
CECW '05 Proceedings of the Seventh IEEE International Conference on E-Commerce Technology Workshops
Journal of Artificial Intelligence Research
Ecotopia: an ecological framework for change management in distributed systems
Architecting dependable systems IV
On the risk exposure and priority determination of changes in IT service management
DSOM'07 Proceedings of the Distributed systems: operations and management 18th IFIP/IEEE international conference on Managing virtualization of networks and services
Improving IT Change Management Processes with Automated Risk Assessment
DSOM '09 Proceedings of the 20th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management: Integrated Management of Systems, Services, Processes and People in IT
Computer Networks: The International Journal of Computer and Telecommunications Networking
Using strategy trees in change management in clouds
Proceedings of the 7th International Conference on Network and Services Management
A performance and usability comparison of automated planners for IT change planning
Proceedings of the 7th International Conference on Network and Services Management
Planning in the large: efficient generation of IT change plans on large infrastructures
Proceedings of the 8th International Conference on Network and Service Management
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Proper management of Information Technology (IT) resources and services has become imperative for the success of modern organizations. The IT Infrastructure Library (ITIL) represents, in this context, the most widely accepted framework to help achieve this end. Among the processes that compose ITIL, change management has an important role in defining best practices and processes for the efficient and prompt handling of IT changes. In practice, however, such changes are usually described and documented in an ad hoc fashion, due to the lack of proper support to assist the design process. This hampers knowledge acquired when specifying, planning, and carrying out previous changes to be reused in subsequent requests, even though such reuse may result in fewer incidents and faster specification of change plans. To address this problem, in this paper we present a conceptual solution to support the design and planning of IT changes and explore the concept of change templates as a mechanism to formalize, preserve, and (re)use knowledge in the specification of (recurrent and similar) IT changes. To prove concept and technical feasibility of the proposed solution, we have developed a prototypical implementation of a change management system called ChangeLedge and used it to carry out a set of experiments, considering typical IT changes. The results obtained indicate the effectiveness and efficiency of the system, which is able to generate accurate and actionable change plans in substantially less time than would be spent by a skilled human operator.