Description

This study investigates whether efficient Change and Release Management processes can be implemented in a high availability (i.e. Air Traffic Control) environment and to gain insight how the processes can be mapped onto the tool HP OpenView Service Desk (c). It shows that these processes can indeed be implemented, giving opportunities for increasing efficiency and effectiveness. A significant result is the recognition that Change Management should only be concerned with changes not requiring a design phase - else the request is to be forwarded to the project management process. A further result is that Change Management can easily be mapped onto the tool while Release Management - not explicitly targeted by the tool - is sufficiently supported by using a feature to group changes. Finally it can be concluded that the current tool version 5.1 supports a database with customizable rules and actions and personalized views but no work-flows.or access to a workflow engine.