The Visible Ops Handbook: Starting ITIL in 4 Practical Steps [Archive.org URL]

This document starts off without a good introduction and seems a bit weak, but if you read on you will find a very good analysis of the importance of change management in IT along with prescriptions for setting up an effective Change Advisory Board (CAB). Whether you are in IT directly or not it would be a good idea to ask if your IT organization (or your outsourcing partners) practice this useful change management process.

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