Towards Mitigating Human Errors in IT Change Management Process

IT service delivery is heavily dependent on skilled labor. This opens the scope for errors due to human mistakes. We propose a framework for minimizing errors due to human mistakes in Change Management process, focusing on change preparation and change execution. We developed a tool that brings better structure to the change plan, as well as, helps the change plan creator in developing a plan faster through use of knowledge-base and automatic guidance. At the change execution phase, we designed and implemented an architecture that intercepts and validates operator actions, thereby significantly reducing operator mistakes. The system can be tuned to vary the involvement of the operator. We have tested the system in a large IT delivery environment and report