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ITIL :: View topic - What constitutes having a Change Ticket opened?
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What constitutes having a Change Ticket opened?

 
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ChangeMgmtCTUSA
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Joined: Jan 12, 2012
Posts: 3
Location: Hartford, CT

PostPosted: Wed May 23, 2012 4:57 am    Post subject: What constitutes having a Change Ticket opened? Reply with quote

I have read/listened to many experienced in the field of change mgmt, release mgmt and incident mgmt as it pertains to "altering the STATE of a CI". I am curious how is it defined or what folks feelings are regarding what "altering the state of a CI" means to them?

There are common, fundamental Operational type of responses to incidents or actions taken that are in effort to lower MTTR (server reboots, jvm recycles, etc...) that occurs multiple times a day.

Where do we draw the line to what "should" require a change ticket because it altered a CI vs it was an Operational Activity merely returing the CI to original state? ...and maybe i just defined it
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3292
Location: London, UK

PostPosted: Wed May 23, 2012 6:02 am    Post subject: Reply with quote

Examples

For a physical CI like a server
less/ more memory
less / more CPUs
less /more hard drives / disk space
less /more hardware

for a server
o/s patching - individual patches, service packs
o/s upgrades
s/w install / deinstall
service install / deinstall
change in service config
system config w/reboot and w/out

for a network equipment
ACLs / port opens / close
routing tables
IP range setting /
Subnet changes - from /24 to /25
IOS patching / upgrades
hardware replacement / installation

for application
code upgrades - custom code
patches
version change
config

for application data
mass updates
back end scripts

process changes
new service go live
old service go dead
change in service delivery standards

that's all i can think of in about 3 minutes
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Thu May 24, 2012 6:53 pm    Post subject: Reply with quote

For a service
availability and delivery schedules
who is allowed to use the service
intended/agreed service levels

But examples do not define the boundaries properly.

This is a management issue

Operational activities should be performed under procedures which require consideration of service impacts and risks, and which define/ guide how that is to be done.

Change activities should be performed under procedures which require consideration of service impacts impacts and risks, and which define/ guide how that is to be done.

When drawing up these procedures you will (ought to) discover whether any particular activity proves impractical under either operational management or change management and place it in the more appropriate regime.
_________________
"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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ChangeMgmtCTUSA
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Joined: Jan 12, 2012
Posts: 3
Location: Hartford, CT

PostPosted: Sat May 26, 2012 12:50 am    Post subject: Reply with quote

Thank you both.
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