§16§Due to the growing complexity in the Information Technology (IT) area, many companies are required to use a structured and organized procedure in the IT service management to remain competitive in business. There are already many organizations that provide standardized methods and processes. The first part of this book covers the basics. The author Rabea Rehl introduces IT service management and gives an insight into the different process models. Thereby she focuses on the Change Management and compares the different models with each other. In the second part of this book Rabea Rehl describes the design of a sample process model and how it was implemented into the browser-based software BMC Service Desk Express.This book addresses to all companies and IT managers who are planning to implement or to inform oneself of IT related Change Management. §02§Rehl, Rabea Rabea Rehl, B.SC.: Course of Studies: Computer Science at Stuttgart University of Applied Science.
