Experience has shown that problems in IT service quality are for a large part caused by changes in the system environment. There are many reasons for this; one of the most frequent one surely is the fact that risks are detected late or not at all. Thus it is extremely important to plan infrastructure updates thoroughly and execute them according to schedule.

The aim of this task was to define a process for Philips which describes a well-ordered procedure for client software updates. In doing so, the internal company structures, requirements and regulations were to be taken into account.

The ITIL (IT Infrastructure Library), which is regarded as the de facto standard manual and which contains detailed documentation on planning, application and support of IT services, served as basis for the development of an update process. The aspects of Change Management, Configuration Management and Release Management received particular attention in this project.

This paper describes how software updates are to be carried out. The whole process is backed by the forms designed especially to this end. In this context it has to be mentioned that the described update process has yet to be put into practice. In doing so, it might well be possible that adaptations are necessary to optimize the whole procedure.