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ITIL :: View topic - Difference between Service Request and Release request
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Difference between Service Request and Release request

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Joined: Nov 16, 2011
Posts: 2

PostPosted: Thu Nov 17, 2011 5:26 am    Post subject: Difference between Service Request and Release request Reply with quote


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.
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Joined: Mar 04, 2008
Posts: 1894
Location: Helensburgh

PostPosted: Thu Nov 17, 2011 10:01 am    Post subject: Reply with quote

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
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Joined: Dec 30, 2005
Posts: 21
Location: Navi Mumbai, Maharashtra, India

PostPosted: Sun Nov 20, 2011 8:52 pm    Post subject: Reply with quote

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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