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Implementing ITIL Change and Release Management (IBM Press) by [Klosterboer, Larry]
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Implementing ITIL Change and Release Management (IBM Press) Kindle Edition

4.0 out of 5 stars 3 customer reviews

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Product Description

From the Back Cover

The Business-Focused, Best-Practice Guide to Succeeding with ITIL Change and Release Management


ITIL® (Information Technology Infrastructure Library®) can help organizations streamline and integrate their operations, dramatically improving efficiency and delivering greater business value. For the first time, there's a comprehensive best-practice guide to succeeding with two of the most crucial and challenging parts of ITIL: change and release management.


Leading IBM® ITIL expert and author Larry Klosterboer shares solid expertise gained from real implementations across multiple industries. He helps you decide where to invest, avoid ITIL pitfalls, and build successful, long-term processes that deliver real return on investment. You’ll find detailed guidance on each process, integrated into a comprehensive roadmap for planning, implementation, and operation―a roadmap available nowhere else.


Klosterboer offers in-depth coverage of the crucial issues every implementer will face, including make-or-break challenges most consultants can’t or won’t talk about. For example, he demonstrates how to set a reasonable project scope, migrate data, execute successful pilot programs, and continually improve quality once ITIL practices are in place.


This book’s practical insights will be invaluable to every IT executive, professional, and user who wants to bring their current change and release practices in line with ITIL―and transform them from a source of frustration into a source of value.

Coverage includes


  • Discovering and managing your change and release management requirements
  • Identifying the resources you’ll need to succeed
  • Building comprehensive schedules for executing change/release management projects
  • Moving from planning to real-world implementation
  • Choosing the right tools―or modifying the tools you’ve already invested in
  • Using change/release management to facilitate auditing and ensure compliance
  • Leveraging the full business benefits of mature change/release management processes

Covers ITIL version 3 

Acknowledgments xv

About the Author xvi


Part I: Planning 1

Chapter 1: Change and Release Management: Better Together 3

Chapter 2: Discovering and Managing Requirements 13

Chapter 3: Defining Change and Release Management Processes 27

Chapter 4: Building Logical Work Flows 41

Chapter 5: Completing the Implementation Plan 51


Part II: Implementing 65

Chapter 6: Choosing the Tools 67

Chapter 7: Migrating or Consolidating Data 85

Chapter 8: Bringing the Process to Life 97

Chapter 9: Choosing and Running a Pilot 109

Chapter 10: Moving from Pilot to Production 121


Part III: Operational Issues 133

Chapter 11: The Forward Schedule of Change 135

Chapter 12: Building the Definitive Media Library 143

Chapter 13: Defining Release Packages 153

Chapter 14: Auditing and Compliance Management 163


Part IV: Reaping the Benefits 173

Chapter 15: Business Impact Analysis 175

Chapter 16: Reports and Service Levels 185

Chapter 17: Linking to Other Processes 199


Index 209


About the Author

Larry Klosterboer is a certified IT architect specializing in systems engineering. He works for IBM’s global service delivery team out of Austin, Texas. He has more than twenty years of experience in service delivery, spanning technologies from mainframe to networking to desktop computing. Most of that time has been spent designing and implementing service management solutions. Larry currently works as a lead systems engineer for IBM’s large outsourcing customers.

Product details

  • Format: Kindle Edition
  • File Size: 2400 KB
  • Print Length: 241 pages
  • Page Numbers Source ISBN: 0138150419
  • Simultaneous Device Usage: Up to 5 simultaneous devices, per publisher limits
  • Publisher: IBM Press; 1 edition (1 Dec. 2008)
  • Sold by: Amazon Media EU S.à r.l.
  • Language: English
  • ASIN: B001UG3IR0
  • Text-to-Speech: Enabled
  • X-Ray:
  • Word Wise: Enabled
  • Enhanced Typesetting: Enabled
  • Average Customer Review: 4.0 out of 5 stars 3 customer reviews
  • Amazon Bestsellers Rank: #542,104 Paid in Kindle Store (See Top 100 Paid in Kindle Store)
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Customer Reviews

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Top Customer Reviews

Format: Hardcover
This book details change in a very specific way, workflows are generic and the explinations are average.

the book is worth a look, but not worth the price tag if you are looking to enter change management from the ground up. The luxury of time is a deciding factor in the implementation, however most business dont have this, and the 3 day workshops are a great idea, but not very practical.

Overall a good introduction, but lacks some substance.....
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By Fern on 23 Dec. 2011
Format: Hardcover
This is a very useful and practical book for any new Change or Release Manager. The writer shared his experiences and offered practicle advice for introducing and developing a Change and Release process in line with ITIL.
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Format: Kindle Edition Verified Purchase
Very easy to read with good insights. Provides new information that can be used with two world usage. Highly recommended.
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Most Helpful Customer Reviews on Amazon.com (beta)

Amazon.com: 4.7 out of 5 stars 9 reviews
18 of 18 people found the following review helpful
4.0 out of 5 stars An excellent change management book, with one reservation 28 Feb. 2009
By Dr. David Farrar - Published on Amazon.com
Format: Hardcover
Larry Klosterboer, author of "Implementing ITIL Change and Release Management" has written the comprehensive overview of managing ITIL based change strategies for IT Operations Managers and Directors.

So why is a psychologist reviewing an IT change management book?

For starters, many of my clients are IT and information systems specialists. Most are going through pain, change and challenges related to keeping up with the rapidly shifting demands of their customers, the adoption of new technology, and of course, the economy.

What makes this book different is it specifically speaks to the change and release methodologies you need to manage these three technology pressures. In particular, this book focuses on issues of Content, (Structure, Strategy, Process, Product) and Roadmap, (Project management, Governance, Implementation, Contingencies). This is both its strength and weakness.

In a recent interview Klosterboer offered these critical words of advice from his book:

5 must-dos

* Engage the organization-- implementing change and release management cannot be done in a corner.
* Establish strong policies so process documents never need to be interpreted on the fly.
* Use tools to automate the process rather than defining a process which fits the tools.
* Train each person for the role they will fill rather than creating generic process training.
* Build reports that people will use.

5 don'ts

* Don't forget to gather and agree on solid requirements before moving on to implementation.
* Don't believe implementation of a tool is the hardest part.
* Don't think you can implement release management without appropriate staffing.
* Don't underestimate the importance of a definitive media library.
* Don't settle for a general, high-level process that nobody really follows.

It's the very first of these, engaging the organization, that is truly critical, and often overlooked or given not enough attention. Engaging people means getting them to devote their time, talent and trust to supporting your goals.

It's also true that the book deals largely with the Organization level of analysis. To be truly comprehensive change managers need to have a strategy to deal with the Group and Individual dynamics that get stirred up by organizational change.

The various chapters in this book work through the content and roadmap you need to lay out for your organization to get on top of change and release management, using the ITIL structures, but don't provide much detail on how to engage the staff and customers. Add in expertise on the People issues, (Mindsets, Reactions, Engagement, Acceptance, Commitment) or supplement it from elsewhere and the book would be perfect.
7 of 7 people found the following review helpful
5.0 out of 5 stars Best book on the subject 12 Feb. 2011
By Colin O. - Published on Amazon.com
Format: Hardcover Verified Purchase
I just read this book for the second time, and it's even better than the first time--now I feel qualified to write a review. In my opinion, this is one of the best books on the subject, and more actionable than the five ITIL v3 volumes developed in the UK by the Office of Government Commerce. The things I like about this book are Larry's style of writing and his organization of the materials. It's clear he knows his subject, and the author has a unique way of taking a complex and sometimes confusing topic and making it not only understandable, but actionable--something you can implement in a straightforward manner. Leveraging the intertwined relationship between Change and Release Management, the story reads much better than if they were discussed separately.

After authoring three books, it's pretty clear that Larry has a talent for reducing hard-to-understand technical subjects into logical prose for the common ITSM practitioner. This book is not for the average pedestrian (it assumes the reader has some understanding of ITIL and service management), but it's not overly technical either, and seems to have found a sweet spot of "just enough" procedural detail. The illustrations are simple yet elegant, not fancy or overdone, and very communicative.

The author's step-by-step approach takes the reader from understanding and defining process requirements and workflows all the way through implementing the new processes through tool selection and integration, data migration, process piloting, and finally broad rollout across IT. In the last two sections, Larry presents operational issues that commonly arise, as well as the integration of Change and Release Management with service level goals and other ITIL processes typically identified by senior management for implementation.

All-in-all, one of the best books I've read on these two ITIL processes.
3 of 3 people found the following review helpful
5.0 out of 5 stars Other formats 3 Oct. 2011
By NJB - Published on Amazon.com
Format: Kindle Edition
Awesome! I am an ITIL professional and have been trying to get my management team to understand what release is for 2 years. Maybe they will believe it if it comes from another source and I can just get them to consume the concepts in this book. They are stuck in 20th century and can not grasp what release and change REALLY are....it is not testing and not project management. It is cutting edge and truely deserves a place in todays IT world. This is absolutely a must read for every IT manager who wants to improve the quality of what they deliver, be educated on new concepts and bring their organization into the 21st century by bring structure and a repeatable process for implementing change. I got this book one evening and read it cover to cover immediately....I could not stop! My problem? I work for a management team that does not read and I need to open their eyes to the possibilities and educate them on what release and change management really are so they can finally have an "AH-HA moment". Please let me know when this will be available in formats for audio disc and iPAD so I can help educate them!
1 of 1 people found the following review helpful
4.0 out of 5 stars Good intro for implementation 7 Nov. 2011
By Shannon Gaw - Published on Amazon.com
Format: Hardcover
Larry Klosterboer presents a more readable version of the ITIL "Service Support" (v2) and "Service Transition" (v3) books with "Implementing ITIL Change and Release Management". This author sees a definite relationship between the two processes: "Change management controls IT execution while release management encompasses the wider vision and deals with the fine details... Release management sets the course and powers the ship, whereas change management stands at the rudder to steer the ship."

The book couples the two processes and focuses on their deployment still within the context of the other processes in the ITIL framework. The author presents the concepts in four parts - Planning, Implementing, Operational and Reaping the Benefits - alternating back and forth between the two processes. He covers the typical concepts one would expect: benefits, standard processes and workflows, emergency procedures, auditing and compliance, the CAB, the FSC, the DML, etc.

The author keeps true to his title: this book is very much about the *implementation* of the processes. In fact, several chapters focus on the project aspects: defining the requirements, preparing the organization, defining the roles, building a project plan, running a pilot, etc. All of these activities that are required whether one is deploying IT processes, accounting processes or ERP software... all good stuff, but all stuff that is available in project management texts.

I was really hoping the book would be devoted to the operational aspects of running a IT change management facility. And there is some of that in there, but the focus is getting the processes kicked off within the ITIL framework. How much more practical and useful it would have been if he'd carried the discussion through normal operations, maybe even relating personal experiences and examples.

While I do agree there is a strong relationship between Change and Release, the latter gets short shrift in the book, as it does in ITIL. Both attempt to group both infrastructure and applications in the release process, and that's fine, but software development is a different ballgame and its nuances cannot be ignored. Unless one arbitrarily limits the release process scope to infrastructure - which Klosterboer argues against - as an infrastructure release "by itself violates the rule that a release should add significant business value" because "the business people just do not understand the need for newer plumbing when the old seems to be working", release management is worthy of more coverage if not its own book.

Because of the dearth of material available about the processes, any well-written books on change management should be welcomed and consumed. Klosterboer's is definitely well-written, professional, and full of good advice on the basics. And it is very accessible and easy to read.
5.0 out of 5 stars Great ITIL v3 book for mapping the process driven change-and-release management 14 Feb. 2013
By Valdez Ladd - Published on Amazon.com
Format: Kindle Edition Verified Purchase
Good detailed process for change management with insights from his professional experience. The author (Larry Klosterboer) uses language that is clear and concise. Lots of real world examples.

Both change and release management (under Service Transition) and Service Operations are two of the most implemented modules of ITIL v3.

This book is worth the price as you can choose the areas needed most to help your projects move forward.
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