Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
· Home
· Content
· Feedback
· News
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account


The five ITIL books can be obtained directly from the publisher's website:

Or as downloadable PDFs: HERE

Current Membership

Latest: axadak
New Today: 22
New Yesterday: 27
Overall: 231734

People Online:
Visitors: 128
Members: 2
Total: 130 .



Don't have an account yet? You can create one. As a registered user you have some advantages like theme manager, comments configuration and post comments with your name.

Related Resources

Service related resources
Service Level Agreement

How to set up
IT Change Management
Process Info-Graphic

NOTE: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


Select Interface Language:

Please contact us via the feedback page to discuss advertising rates.

The Itil Community Forum: Forums

ITIL :: View topic - Demarcation between Incident Mgt & Change Mgt
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Demarcation between Incident Mgt & Change Mgt

Post new topic   Reply to topic    ITIL Forum Index -> Change Management
View previous topic :: View next topic  
Author Message

Joined: Sep 09, 2011
Posts: 6

PostPosted: Mon Sep 19, 2011 11:59 pm    Post subject: Demarcation between Incident Mgt & Change Mgt Reply with quote

Something which has had me thinking is the line between when is a change required as part of an incident fix.

There have been many different views on this ranging from:

Any creation, amendment, deletion to a CI as a result of an incident requires an RFC (Retro)

Only when the activity being driven to resolve an incident puts the wider service picture at risk


Anyone have any expereince of this, bearing in mind the volumes we are talking about there are in the 100's pcm.
Back to top
View user's profile
Senior Itiler

Joined: Sep 16, 2006
Posts: 3597
Location: London, UK

PostPosted: Tue Sep 20, 2011 12:39 am    Post subject: Reply with quote


Statement #1 is IT Depends
Statement #2 - Incident mgmt is the restoration of normal service when normal service has been interrupted
Statement #3 - Change mgmt is the management / control of implementing changes to an environment

If there is a change that is needed to restore service, then an retro change (emergency) process has to be followed.

This is straight from ITIL.

The devil is in the detail

What is being changed, how it is being changed and what controls / audit capabilities are in place. Also whether Change Mgmt has the area under scope of CM

If you have 100s of incidents that require changes, then you have a bigger problem than IT SM - Incident & Change Management


If the server, service is being rebooted or restarted to restore service, this is not a change.

If for example, the fault is because a job - scheduled program - had not started when it should and the program is scheduled to run every 1/2 hour, and the change of the schedule is to once an hour. That may be a change or a standard business process. You are not changing the program - just the scheduling of it. If this can bey done by the production support staff with the relevant rights, then this is business as usual.

If there is system setting / configuration setting that has to be configured or changed, then yes, this may be a change - it depends on the scope of CM

Same applies to changing data. Some companies have no Change control on data; others do.


If you can give a few example types, I can give my 1.3267 pence (2 cents).
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> Change Management All times are GMT + 10 Hours
Page 1 of 1

Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003

Forums ©


Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.