Change Management: Classification

[snrg_paco]

I'm having troubles in the classification of a Request for Change. In ITIL there are 2 points of attention:
1. priority which is made of urgence and impact
2. category which is made of impact of resources.

1. Is that the same method on incidentmanagement? Urgence: if a employee could work or not and impact what impact on IT-network?

2. Category: what kind of categorys are we talking about?

Can somebody give samples of how a RfC could be classified with a simple example?

Sorry for my poor english BTW!

[mcardinal]

Buenos Dias!

Yes, the impact, priortiy and urgency definitions should be used consistently across all processes to facilitate communications and increased quality.

Impact=effect on the business (sometimes stated by # of users/customers affected)
Urgency=the necessity of getting the service restored (single network printer down vs entire network segment down)

Impact + Urgency=Priority (overall speed at which the service needs to be restored or the RFC needs to be implemented)

RFC Categories=amount of resources needed to implement the change (minor, major, significant, extreme are all terms that might be used here)

Priority(Impact +Urgency)+Category(Resources)=part of the calculation of the risk of implementing the RFC

Much of this can be found in the Service Support book, but some of this is my interpretation of Best Practices.

Hope this gives you a start!

Michael