Change and Release Management

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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 ©. 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 workflows.or access to a workflow engine.