Information Technology Reference
In-Depth Information
Change Request
Costs
Reduction
functioning
system
Modification
Enhacement
Risks
Fig. 2.3 Change management
2.3.2 Change Management
Quite often change management is part of request management proper, since it uses
similar processes (Fig.
2.3
).
Experience with software in operation quite often leads to change requests,
regularly as individual user requests demanding changes to existing functions.
Sometimes this means reducing the scope of existing functions because business
has changed for example. Sometimes they ask for modifications because processes
have changed. Initiators of such change requests come from
The user community
The development unit of the supplier.
Before such requests are placed in the request management data base for tracking, a
careful cost-risk evaluation should take place, where risk relates to technical and
business factors, but also budgetary risks have to be taken into account. Beyond dispute
are all requests necessary for the correct functioning of business processes including the
technical functioning of the system. Not always all functional consequences are
reflected in advance during the phase of functional specifications, and process incon-
sistencies become apparent only after intensive use of the realised product.
Treatment of change requests follows along identical lines as ordinary requests
within the scope of request management. Because of different priorities realisation
and putting into operation may sometimes happen between long term scheduled
release milestones.
2.3.3 Error Management
Software errors are detected and reported in different instances:
During operation in daily business by end users
During an enhancement project based on already existing functions
During acceptance tests prior to putting software into operation, meaning in the
course of quality management proper.
