Change priority determination in it service management based on risk exposure
J Sauvé, R Santos, R Rebouças… - … on Network and …, 2008 - ieeexplore.ieee.org
IEEE Transactions on Network and Service Management, 2008•ieeexplore.ieee.org
In the Change Management process within IT Service Management, some activities need to
evaluate the risk exposure associated with changes to be made to the infrastructure and
services. The paper presents a method to evaluate risk exposure associated with a change.
Further, we show how to use the risk exposure metric to automatically assign priorities to
changes. The formal model developed for this purpose captures the business perspective by
using financial metrics in the evaluation of risk. Thus the method is an example of Business …
evaluate the risk exposure associated with changes to be made to the infrastructure and
services. The paper presents a method to evaluate risk exposure associated with a change.
Further, we show how to use the risk exposure metric to automatically assign priorities to
changes. The formal model developed for this purpose captures the business perspective by
using financial metrics in the evaluation of risk. Thus the method is an example of Business …
In the Change Management process within IT Service Management, some activities need to evaluate the risk exposure associated with changes to be made to the infrastructure and services. The paper presents a method to evaluate risk exposure associated with a change. Further, we show how to use the risk exposure metric to automatically assign priorities to changes. The formal model developed for this purpose captures the business perspective by using financial metrics in the evaluation of risk. Thus the method is an example of Business-Driven IT Management. 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.
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