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ITIL :: View topic - Service Requests vs Change Requests - multiple tools/process
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Service Requests vs Change Requests - multiple tools/process

 
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rfritschen
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Joined: Aug 21, 2009
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PostPosted: Sat Aug 22, 2009 3:21 am    Post subject: Service Requests vs Change Requests - multiple tools/process Reply with quote

I own change management for a large 400+ IT shop. Becuase of its size, our organziation consists of multiple teams, many of which are dependent upon services from each other. For example, we have three application teams that often require "services" from our infrastructure team, database team, datacenter team, etc.

We have recently tightened our change management process, requiring higher levels of accountability by system owners for the changes that are performed in production. As a result, system owners are asking for increased accountability & documentation from the individuals requesting the work, creating this waterfall of change requests and service tickets.

I understand system owners desire to track WHO is asking them to perform work in production, but the question is WHERE do we track these requests? I don't want what I've been calling "internal service requests" mucking up my change queue, but a standardized method across the org for capturing and tracking service requests through to change requests is desperately needed. Thoughts?

And some tool insight: our change management tool is not the same as our incident management tool. In addition, we don't have control of flexibility over either tool, so changes there are unlikely. I'm definintely looking for process guidance here, rather than tool implementation guidance.

Thanks!
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Ed
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Joined: Feb 28, 2006
Posts: 411
Location: Coventry, England

PostPosted: Mon Aug 24, 2009 8:49 pm    Post subject: Reply with quote

It seems to me that you have two issues here that need to be dealt with singly.

First your process issue - you need to decide whether Service Requests feed into the Change process or not. If so then decide how that happens. I would suggest a route from the service desk to the Change process (which sounds like it will have to be manual until you can convince someone that the time lost needs to be reduced) will need some form of report which will be required on a hourly / daily / weekly / monthly basis to be fed into the Change tool by whoever loses the toss(or you hate the most).

Secondly your tool incompatability issue - the steps above will show the inefficiency of your system very quickly. Hopefully this will allow you to convince the powers that be that you need an upgrade to the better of the two tools to make it an ITSM tool, rather than a Service Desk or a Change tool

I hope this helps - It may not be the best way, but it is a way forward.
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Ed
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