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ITIL :: View topic - Change Management implementation problems
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Change Management implementation problems

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Joined: Sep 18, 2006
Posts: 9

PostPosted: Mon Sep 18, 2006 6:41 pm    Post subject: Change Management implementation problems Reply with quote

Hello all,
We are currently implementing change managment to our system.
There is a question that we can't find the answer.
Is it possible to create a change from an incident?
If change management covers all the configuration item changes in this case I can open directly a change order. But in the reference the way described like this:
incident-->problem-->change order
I don't understand please help me
thank you
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Senior Itiler

Joined: Sep 27, 2005
Posts: 207

PostPosted: Mon Sep 18, 2006 10:05 pm    Post subject: Reply with quote

Hey Ermanu,

The point in ITIL is that by the time you get to raise a Request For Change, you have already analyzed the root cause of your incident, which means you have performed the Problem Control subprocess and you are in the middle of the Error Control subprocess of Problem Management.

There are reasons why ITIL looks at it this way:

1) The goal of Incident Mgt is to restore service ASAP. We are concerned that you may be spending too much time trying to fix an IT problem, and not enough restoring the business service. In other words, we want to make sure, at Incident Mgt level, that you are doing your utmost for speed.

2) We are also concerned that if you go straight from Incident Mgt to an RFC, you may miss the opportunity to document a workaround that could considerably reduce the time to resolution for later incidents of the same type.

3) From the Incident Mgt process, you should be missing the 'big picture' that Problem Management has. Where you would expect Incident Mgt to give more priority to urgency, you would see Problem Management prioritize more on business impact. By going straight from Incident to RFC, you could be working on the wrong priority.

All that is fine and easy but it's theory. If you can make sure that the three above principles are maintained in your implementation, then you have implemented Problem Mgt even though it will not be recognized formally in the overall process.

I always take the side of the structured approach and wonder: why would the Service Desk operator want to raise an RFC? Will it speed up the process? What are the circumstances? What is the trade-off? Am I burning steps? ... and I think you are asking yourself those questions so that's great. Ultimately you need to do what makes sense for your organization.
Fabien Papleux

Technology Consulting | Service Excellence
Red Badge Certified

Twitter @itilgeek
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Senior Itiler

Joined: Sep 16, 2006
Posts: 3596
Location: London, UK

PostPosted: Tue Sep 19, 2006 3:21 am    Post subject: Reply with quote

in addition to Fabian's data

Consider Service Requests from your customers/users

Firewall changes - open / close ports, ACL list change
Software Installation, Upgrades, Patching etc

would not really have an Incident but may have a Service Request - Although a Service Request starts as an incident because that is the way ITIL defines an incident and Service request
John Hardesty
ITSM Manager's Certificate (Red Badge)

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