Many IT organizations are focusing on improving change management because they are struggling with issues such as production problems caused by unauthorized changes. In many cases, these organizations do not have a fully realized change management process, or personnel may not be following a process that is in place.

A high percentage of reported incidents can often be tracked to a few unauthorized or improperly executed changes. Without a solid change management process, the IT environment cannot be stabilized, and IT cannot make any serious commitments to service levels.

Using ITIL-based processes IT organizations can gain the ability to:

• Easily determine the relationships between configuration items related to a change
• Quickly associate callers with the IT assets they are using
• Immediately assess the current state of IT assets