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Change Management, according to ITIL, is a Service Transition process whose purpose is to manage IT changes, including planning, documentation, and implementation upon approval and clearance. The objective is to minimize negative effects on the IT infrastructure, particularly on critical services, resulting from ad-hoc or poorly-managed changes or amendments.
The implementation of OTRS::ITSM requires significant technical specification and preparation. Prior to a technical implementation, key elements of the Change Management process, such as required workflows, metrics or reports, must be defined.
The software below is necessary to implement the Change Management module:
OTRS Framework, version 5.0.1 or higher
ITSM "GeneralCatalog" package, version 5.0
ITSM "ITSMCore" package, version 5.0
The following packages are recommended, but from a technical perspective they are not completely necessary:
ITSM "ITSMIncidentProblemManagement" package, version 5.0
ITSM "ITSMServiceLevelManagement" package, version 5.0
ITSM "ITSMConfigurationManagement" package, version 5.0
ITSM "ImportExport" package, version 5.0