Posted: Tue Feb 27, 2007 1:53 am Post subject: How do you do it
We are in the process of rewritting our policies and procedures for change management. I have 2 questions.
1.) Would you consider a standard reboot a RFC?
2.) Should you have timeframes associated with your classification of a change. For instance if you have a high impact change- should you require a 2 week lead time from when the RFC is entered? We currently do it that way and was just curious how other companys were doing it.
Thank you. That makes a lot of sense. I was thrown into Change management a couple of years ago and I haven't had any training except for the ITIL foundation and I really trying to make sure we get this right in the new policies and procedures.
I would think this would go through Change Management as you really need to understand the impact of rebooting a server. There could be other services running on that server that need consideration and should have proper review and approval before rebooting the server.
So I would like to see an RFC be submitted, depending on the urgency of course, after the fact RFC would suffice if it was an emergency, but still proper review and approval should be followed. I wouldn't want people just rebooting servers without proper authorization.
Joined: Sep 16, 2006 Posts: 3595 Location: London, UK
Posted: Wed Feb 28, 2007 3:56 am Post subject:
Look at the definition of Change Management - control the configuration items and the work which changes the configuration data of them.
A reboot does not change any configuration of a device it merely on/offs the device. Depending on the use of that device is whether the service & users notice it or not
If the service is already impacted by problems with the server, a reboot is a good incident recovery method - especially for Microsoft products
For ex:, a server has a Blue Screen of Death or just froze or the application running on it froze the system. A reboot would restore the server to an operational state.
It is kind hard to get diagnostics from a BSD'd machine -remotely.
So under a incident, a reboot is merely one of the steps to restore service. Since there was no configuration item attributes changes (Power on power off is not a attribute... it is a slogan for the Power Rangers !!!!), a change would not be necessary
Under the circumstances of rebooting the server every 8th day; this act is impacting the service (even Out of Hours) because the Service Desk monitoring team will notice it and if it takes longer than the alarm threshold, a incident ticket would usually be generated and then closed
However, in this case; the objective of pushing the regularly scheduled change is to assess and announce the risk, impact and justification for the silly (IMHO) task. _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
Posted: Fri Apr 13, 2007 1:43 am Post subject: reboot is a change
Back to my definition of a change, rebooting a server may be considered as a change
definition: "any action or operation modifying the nominal state of a component taking part in the provision or the delivery of a service"
If the normal status of a server is "up and running" then shutting it down is a change and needs to be evaluated in terms of impact, risk, ....
In addition, your server may be under supervision of some monitoring tools which may generate automated alerts when the server is shut down. That means that the requested operation is not only to reboot the server, but also, to turn off and on again some parameters within those tools (unless you do not care to bother people with an alert for a normal situation ...) : that is definitely a change... (basically 2 i a row).
Joined: Feb 28, 2006 Posts: 411 Location: Coventry, England
Posted: Thu Apr 19, 2007 10:58 pm Post subject:
We actually treat this as a Standard Change. As a Change because taking the service away from the customer is a Change i.e. we are changing the status of a CI (the service) at this point from available to un-available and then back to available. As a Standard Change because it is a Change that is repeatable, and the risk/impact are known and understood.
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