Scope: This book covers the configuration, change management and release management processes which are contained in clauses 9 and 10 of ISO/IEC 20000. It compares the three processes and describes how they interface with each other, and gives advice on the requirements and recommendations of ISO/IEC 20000, example metrics and audit evidence. This book also includes practical advice on meeting the ISO/IEC 20000 requirements on the roles and responsibilities of those involved.

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