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ITIL :: View topic - Automatic RFC Generation
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Automatic RFC Generation

 
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MegaDuck
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Joined: Sep 28, 2007
Posts: 7

PostPosted: Sat Dec 08, 2007 2:43 am    Post subject: Automatic RFC Generation Reply with quote

We have an electronic ticketing system in order to request, track, and manage changes. There has been a recent push to automate the creation of RFC requests. For instance, for security patching, there is a request to have the system automatically generate tickets when Microsoft Patch Tuesday comes out. This has spawned other requests where people are asking for tickets to be automatically generated to remind them to do quarterly security permission audits.

Furthermore, there is discussions to have monitoring systems automatically generated RFC tickets if a certain monitoring threshold is reached (however no outage occured, thus no Incident ticket).

I am struggling in the fact that I am not sure if Change Management should be used in this fashion. It appears that the latest trend is to use the process as a "wake-up call", rather than a process that manages the risk associated with implementing changes. Any thoughts?
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Mark-OLoughlin
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Joined: Oct 12, 2007
Posts: 306
Location: Ireland

PostPosted: Sat Dec 08, 2007 3:50 am    Post subject: Reply with quote

Hi,

for things like patching you can end up with lots of changes or "work packages". Sometimes it may be necessary to reduce the admin of manually creating all these items.

If you can do it automatically, you reduce admin. However you still need to have these request logged in time for review and approval beforehand. You should just be reducing admin and not bypassing steps in your CM process.

Also if you do set up an autoamtic way of doing this I will also document the boundaries clearly. Automated RFC's are for x,y and z but not a,b, and c and state that they are still under the change management process and still need approval.

One way to do this is to have a manual change request go through the approval process and generate the individual work packages (patch updates to CI) from that to be attached to the change request prior to it being approved.
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Mark O'Loughlin
ITSM / ITIL Consultant
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