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ITIL :: View topic - Change Manager Filters Requests
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Change Manager Filters Requests

 
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svien
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Joined: Feb 13, 2007
Posts: 8

PostPosted: Thu Apr 26, 2007 11:29 am    Post subject: Change Manager Filters Requests Reply with quote

Change Manager Filters Requests is the one step in the Change management process that I am having a hard time understanding.
Is he/she basing this first filter on the impact/priority of the incident/Request ? (I know that it is categorized after allocating initall priority)
I cant see how the change manager will have enough technical ability to reject the RFC at this first juncture.
Does anyone have a detailed description of the Filter Request Step ?
Thanks in advance
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3320
Location: London, UK

PostPosted: Thu Apr 26, 2007 2:57 pm    Post subject: Reply with quote

The filter can be used as the following

Is there enough information

plans
description
justification
etc

is it a change ?

It all depends on how your changes are raised
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Globis
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Joined: Apr 17, 2007
Posts: 36
Location: Cape Town

PostPosted: Thu Apr 26, 2007 6:50 pm    Post subject: Reply with quote

To go a little further with John's reply, the first filter can be implemented simply enough in your tooling by ensuring that a change cannot be submitted until all the required fields in the (e.g. HTML) form are completed.

It is a simple as that (hopefully - people seem to delight in making change processes complicated - I'm not sure why).

As computers are not great at interpreting detail, you would have a second stage filter that simply reviews each request and then puts it forward to the CAB, refers it back to the requestor, or possibly redirects it somewhere else.

If you have multiple services, the 2nd filter is probably the change manager for that service anyway, which effectively means you are at the assessment stage proper.
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svien
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Joined: Feb 13, 2007
Posts: 8

PostPosted: Tue May 01, 2007 1:46 am    Post subject: Reply with quote

Thanks for the info guys.
For the next step in the process 'Allocates initial Priority' I have the same question again. the requester priority is subjective, what logic is the change manager using to allocate the priority ?
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svien
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Joined: Feb 13, 2007
Posts: 8

PostPosted: Tue May 01, 2007 5:10 am    Post subject: Reply with quote

One more thing. Categorizing the CR is ssessed on the basis of the impact of the problem and the urgency of the remedy.
Are they predefined impact and Urgency scales ?
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