Posted: Thu Nov 17, 2011 5:26 am Post subject: Difference between Service Request and Release request
I am working for a client where we are implementing ITIL process along with Remedy 7.6 version. I was trying to understand the As-Is process of the release mgmt and got confused little bit.
Our client is using a notes database to raise all the notes databases related request like Redesign notes database, ACL request, new databases, replica database, delete database, FT index and others. The As_Is process involves steps of raising the request, getting it approved and then implementation. I don't find any review meeting scheduled, risk assessment involved or building schedules with multiple groups in this existing process and I feel this is actually a Service request and not a release request, however the client justifies that since either a new database is released or changes to the databases are requested, they are termed under release management.
Please clarify whether this falls under release or Service request mgmt.
Joined: Mar 04, 2008 Posts: 1884 Location: Newcastle-under-Lyme
Posted: Thu Nov 17, 2011 10:01 am Post subject:
Why not just design database management processes specifically to control these activities?
It sounds as if you are allowing ITIL and Remedy to combine to give you a straitjacket.
If that is so, then you should be aware that ITIL is only guidance - you use it to help you design good processes, but they are your processes and not ITIL processes.
I don't know much about Remedy, but I can't believe it is inflexible. _________________ "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
Joined: Dec 30, 2005 Posts: 21 Location: Navi Mumbai, Maharashtra, India
Posted: Sun Nov 20, 2011 8:52 pm Post subject:
The word ‘release request’ is not standard and it is not mentioned anywhere in ITIL books. There cannot be any Release undertaken in absence of an approved Change Request. I do not think it is right to request a Release without proper change management.
Notes databases related requests you have mentioned are the ‘Changes’ and need to be classified into at least two categories:
1. Requests which may have zero impact on other services/service components, which are well understood, frequently undertaken and procedures of doing them are well documented.
2. Requests which may lead to considerable (or unknown) impact on other services/service components, may need additional resources, cost etc.
Requests in Case 1 are Standard Changes and can be addresses through Remedy Action Request System. Case 2 must be addressed through Remedy Change Management System.
Standard changes in case 1 and only approved changes in case 2 can then be executed as ‘Relese requests’ and released into production environment of Notes databases.
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