Joined: Oct 19, 2007 Posts: 6 Location: Wiltshire, UK
Posted: Sat Oct 20, 2007 12:55 am Post subject: ITIL V2 Exam question
I just took my V2 exam, and we had a few very dodgy questions! One of them was referring to the responsibilities of the Service Desk: part of one of the answers suggested that the Service Desk accept RFCs from USERS (and passing them onto the Change Manager). What are your thoughts? It was quite misleading, as I know that the Change Manager takes RFCs from the Business etc, but I'm not too sure whether the change manager should take them from users, Logic says that this is the role of the Service Desk as the front line contact for Users.
My answer is not necessarily based on ITIL, but my personal experience.
I always feel uncomfortable that the business understand the IT infrastructure to the extent that they know what constitutes a change request. I prefer the business to request a 'work' request, with work being a requets for IT time and effort. The end result of this may be a change request....but it may be something else...a change to procedure, a change to documentation or something else.
I want my customers to describe a change to the business functionality, and IT will determine how this will be delivered. It gives IT the control to analyse and scope the change, instead being presented with a fait accompli (sp?)
A small difference, but I feel a significant one.
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