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ITIL :: View topic - A success change is defined as FAIL, please suggest.
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A success change is defined as FAIL, please suggest.

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Change Request - Need Recommendations
Change Request - Need Recommendations
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Joined: Jan 16, 2017
Posts: 1

PostPosted: Mon Jan 16, 2017 7:22 pm    Post subject: A success change is defined as FAIL, please suggest. Reply with quote

Hi, In our organization, we have HP ITSM installed to open and track Change Requests. However, while generating metrics, I came across this observation and looking forward for your recommendation or suggestion.

in HP ITSM tool, associates open Change Request (CR) with 'Scheduled start date' and 'Scheduled implementation end' date. Implementation goes fine most of the times, but associate closes the CR next business day. Tool considers that as a FAIL change because the CR was not close don the same day.

CR 1234 is opened with start date as 01/Feb/2017 and end date as 02/Feb/2017

Implementation was done during the change window and it was successful, however most of the associates close the CR 1234 in HP ITSM on 03/Feb/2017. When we generate metrics, HP ITSM shows that this as a FAIL change because the CR 1234 was closed outside change window. Please let me know if you have any recommendation on this issue we have. Thank you for your help in advance.
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Senior Itiler

Joined: Sep 16, 2006
Posts: 3607
Location: London, UK

PostPosted: Tue Jan 17, 2017 1:34 am    Post subject: Reply with quote


this is an internal people / tool process / procedure issue

You need to define the standards and get them agreed and enforce them

As well as discuss whether the tool can be configured differently

From an ITIL point of view; ITIL does not care
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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