Establishing release management process for IT reliability tool of Chevron Manila Shared Services Center IT management business enabling team

Date of Publication


Document Type

Master's Thesis

Degree Name

Master of Business Administration


Ramon V. Del Rosario College of Business


Decision Sciences and Innovation Dept

Thesis Adviser

Rachel Quero

Defense Panel Chair

Jaime Cempron

Defense Panel Member

Marissa Marasigan
Margaret Que


IT Service Management (ITSM) is the implementation and management of information technology services that support the business. Globally, the most-widely used framework for ITSM is the IT Infrastructure Library (ITIL), founded by the UK Government in the late 1980s as a series of books documenting the best approaches to IT Service Management (ITIL Official Site). Via ITSM processes such as Incident, Change and Release Management, the delivery of IT services to customers are made fit for purpose, stable, and are so reliable that the business views them as a trusted utility (ITIL v3 Official Introduction, 2007). To complement ITIL, in delivering customer requirements, the Business Analysis Body of Knowledge (BABOK) provides guidance on frameworks and best practices in requirements management.

Chevron Holdings Manila Shared Services Center is a subsidiary of the Chevron Corporation, a leading global energy company. The site supports Finance, HR, Procurement, Downstream and Information Technology functions dedicated to serving the global business units of Chevron. Being the Release Manager of the IT Reliability Tool, one of IT Management Business Enabling Teams major applications, the challenge is to ensure consistency and quality of the application enhancement releases. The establishment of a formal release management process for the IT Reliability space would provide a basis of the activities needed, set a common language for relaying information via usage of tools and templates, align expectations during releases, and provide guidance on segregation of duties. The intent of this action research is to allow customers to be given the flexibility to increase the quality of their requirements via controlled modifications, and allow our team to manage changes introduced to our system using process controls.

Abstract Format






Accession Number


Shelf Location

Archives, The Learning Commons, 12F Henry Sy Sr. Hall

Physical Description

1 computer optical disc ; 4 3/4 in.

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