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ITIL :: View topic - How do I change a non-existent service?
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How do I change a non-existent service?

 
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mnsmith
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Joined: Mar 31, 2008
Posts: 109
Location: North West England

PostPosted: Wed May 07, 2008 11:16 pm    Post subject: How do I change a non-existent service? Reply with quote

Hello ITIL Experts

Here is an interesting conundrum I would like your advice on.

My employers public internet website has been designed and is hosted by a third party and we just update the content as required. The website is therefore not listed as an ITIL Service.

My employer wants to perform a minor restructure of the website and therefore someone has raised an RFC to cover the work. My question is:

As the Change Manager, how should I handle an RFC against a service we don't recognise? Should I reject it, allowing the work to go ahead anyway? Should I handle it as a minor change, just so it's logged? Or should I do something else?

Thanks in advance
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Mick Smith
Change, Configuration and Release Manager
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3311
Location: London, UK

PostPosted: Wed May 07, 2008 11:41 pm    Post subject: Reply with quote

My question is

why do you think this work is a change request ?

What configuration item or service is being changed

You are changing the web site like you change a word document - policy document .

It is content - for Ghu's sake !

Change Management should not be used for this.

A content management / content version control process shoudl be used
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Change Management is POWER & CONTROL. /....evil laughter
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mnsmith
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Joined: Mar 31, 2008
Posts: 109
Location: North West England

PostPosted: Thu May 08, 2008 12:05 am    Post subject: Reply with quote

Thanks for the reply but I wasn't obviously clear enough.

Ignoring whether it should be an RFC or not, I'd like to know how to handle a submitted RFC when I do not formally recognise the service it is related to? It is ok to just reject it?

Although I am undecided whether my example should have been rasied as an RFC in the first place, the requestor thought that changing the structure of a website (not the content) was worthy of an RFC. It therefore needs to be handle (if only briefly) by change management.
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Mick Smith
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Thu May 08, 2008 12:07 am    Post subject: Reply with quote

Hi,

structural change isn't exactly just content change. Where does the responsibility lie? does your third party supplier undertake design maintenance or do you? Will structural changes undermine the maintenance contract?

There is a change to be managed. The question is whether it is your management that is required or your service provider's. Probably this had not been thought through when the service was commissioned.

Once you can answer these questions you can determine where responsibility lies and, therefore, whether the structure of the website should be in your CMDB or not.
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"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Thu May 08, 2008 12:13 am    Post subject: Reply with quote

Hi again,

my reply overlapped.

mnsmith wrote:
Thanks for the reply but I wasn't obviously clear enough.

Ignoring whether it should be an RFC or not, I'd like to know how to handle a submitted RFC when I do not formally recognise the service it is related to? It is ok to just reject it?

Although I am undecided whether my example should have been rasied as an RFC in the first place, the requestor thought that changing the structure of a website (not the content) was worthy of an RFC. It therefore needs to be handle (if only briefly) by change management.


An RFC implies that something your service management is responsible for. However if you are not responsible for it, then you obviously reject the RFC on the grounds that you have not been asked to do anything within the scope of the service.

From the perspective of the Change Management function requesters are lay people. They know they want something, but they don't always no how to achieve it. So sometimes they think it best to raise an RFC when that is inapproprite; you just tell them that (and, of course, help to guide them on how to achieve what they want).

I'm rambling because I'm thinking as I type.
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"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
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UrgentJensen
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Joined: Feb 23, 2005
Posts: 458
Location: London

PostPosted: Thu May 08, 2008 12:59 am    Post subject: Reply with quote

Reject! Twisted Evil
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