What is the business issue?

When you wish to guarantee reliability of a changing information system, you need a strict process to manage modifications in which dialogue between users and the development team is at the forefront. Furthermore, regulatory requirements (SOX, Basel II, etc.) require companies to provide total traceability of the entire application change, from initial user request to components impacted by that request. 

Furthermore computing has become the primary productivity tool for all companies. Guaranteed quality of service is therefore a top priority for IT departments. The end user is a well informed and demanding "customer,” and IT must meet his or her support expectations with greater operational transparency.