On the risk exposure and priority determination of changes in IT service management

Authors:
Jacques P. Sauvé;Rodrigo A. Santos;Rodrigo R. Almeida;J. Antão B. Moura
Affiliations:
Federal University of Campina Grande, Brazil;Federal University of Campina Grande, Brazil;Federal University of Campina Grande, Brazil;Federal University of Campina Grande, Brazil
Venue:
DSOM'07 Proceedings of the Distributed systems: operations and management 18th IFIP/IEEE international conference on Managing virtualization of networks and services
Year:
2007

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Abstract

This paper deals with the Change Management process within IT Service Management. Change Management includes several activities, some of which need to evaluate the risk exposure associated with changes to be made to the infrastructure and services. We present a method by which risk exposure associated with a change can be evaluated and the risk exposure metric is applied to the problem of automatically assigning priorities to changes. A formal model is developed to this end; the model captures the business perspective by using financial metrics in the evaluation of risk. A case study, performed in conjunction with a large IT service provider, is reported and provides good results when compared to decisions made by human managers.