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ITIL :: View topic - External RFC feeding into our process
Posted: Thu Mar 15, 2007 1:45 am Post subject: External RFC feeding into our process
Hi everyone,
I have developed a change process for changes to an application, in an attempt to deliver to the whole of the business. The changes are carried out by our internal resources.
However, the application vendor has now started using a change form that needs signing off, when they connect to our network and carry out changes on our behalf.
How should I feed the vendors form into my existing process?
In the past when we had this happen in my previous organization, it was really handled no differently then any other change request that was coming into the system, a change is a change. What we did was define who would be the Owner of the change in our system on behalf of the vendor(since the vendor didn't have access to our tracking tool). So if you have account managers that may be the best approach. Then if there were any questions regarding the technical approach or timing etc we would involve both parties, internal & external. If the risk/impact was significant or higher, representatives from the vendor would attend our cab's. This is one approach of I'm sure many.
I suppose the idea is to treat it as a different way of entering the start of the process and to consider the 3rd party that will carry out the changeas just another resource.
Joined: Jan 01, 2006 Posts: 500 Location: New Jersey
Posted: Mon Mar 19, 2007 9:40 pm Post subject:
Hello Quattro,
quattro wrote:
I suppose the idea is to treat it as a different way of entering the start of the process and to consider the 3rd party that will carry out the changeas just another resource.
Yes, definitely. They (the vendor) now represent a "work dependency". When you're planning the work done for a Change/Release, you are performing Project Management functions by coordinating work and all the work dependencies necessary to get that work done. Engaging the vendor will now be a standard part of the work dependencies, whenever you want to make a Change that they must be involved in.
I hope this helps.
My Best,
Frank _________________ [Edited by Admin to remove link]
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