3rd International Week on Management of Networks and Services End-to-End Virtualization of Networks and Services Manweek 2007, October 29-November 2, San José, CA, USA
On the Risk Exposure and Priority Determination of Changes in IT Service Management
Jacques P. Sauvé1, Rodrigo A. Santos1, Rodrigo R. Almeida1, J. Antão B. Moura1
1Federal University of Campina Grande, Brazil
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.
