The actual answers to your question will vary from organisation to organisation.
The change owner is typically the change management process - or whoever's job it is to manage the change through its full lifecycle. The technical resource who carries out the change has work assigned to them, but it's not their job to manage change approval or review in most cases.
As for requesting a change, this is usually done by a nominated IT person on behalf of a business sponsor.
Joined: Mar 04, 2008 Posts: 1893 Location: Helensburgh
Posted: Wed May 16, 2012 8:06 pm Post subject:
The change requestor is the person (or organizational unit) that requires the change and asks for it. This is the person (or organizational unit) that has responsibility for the activity/function/area in which the change is desired to have an impact and will always be a customer (or customer agent) when the change is intended to correspond to a business change or business improvement and will always be a service manager or technician when the change is for an aspect of service delivery or operation.
There is a tendency for the formal process to be considered to be initiated by the completion of a change request form and for this form to be fairly technical and unsuitable for (or incomprehensible to) customers, and then for the author of this document to be considered the requestor irrespective of the origin of the request. I suggest that this is what Claire is saying.
If a change request emanates from the customer, then, however much the customer is represented by someone in IT services through the passage of the change, it is the customer that has to have the final say as to how well the request has been dealt with and implemented.
If you have sufficient resources to even have "third level technical support" then it is unlikely that it would make sense for such people to own a change, but it is perfectly possible for them to request a change. _________________ "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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