|Student Name:||Captain Preston Iverson|
|Thesis:||EVALUATING CHANGE MANAGEMENT PROCESSES AND SYSTEMS USING ITIL AND BUSINESS PROCESS MODELING|
|Location:||Bldg 640 Rm 103A|
|Date & Time:||03/01/2013 at 1030|
|Abstract:|| Change management is a function that allows service providers to control changes to IT services. Since each service provider is unique, each corresponding change management structure is also unique. This makes it difficult to ensure that the service provider is capturing the essential elements of change management. This research provides an evaluation method for service providers that have a change management structure in place. The evaluation breaks the change management structure into two parts: processes and systems. The approach to the evaluating processes and systems uses best practices outlined in Information Technology Infrastructure Library (ITIL) and business process modeling provided through the Department of Defense Architecture Framework (DoDAF). The evaluation of processes compares a service provider against an abstract change management model. The evaluation of systems assesses what service provider systems support key performance indicators. As a case study, an evaluation is performed on the 26 Network Operations Squadron (26 NOS). The results of this research show that the evaluation method can identify areas of improvement for a service provider with examples given with respect to the 26 NOS.