The five ITIL books can be obtained directly from the publisher's website: HERE
Or as downloadable PDFs:
Don't have an account yet? You can create one. As a registered user you have some advantages like theme manager, comments configuration and post comments with your name.
Service related resources
Service Level Agreement
NOTE: ® ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.
Select Interface Language:
Please contact us via the feedback page to discuss advertising rates.
The Itil Community Forum: Forums
ITIL :: View topic - When does an incident require a change record?
lkass Newbie Joined: Aug 15, 2007 Posts: 3 Location: Los Angeles, CA
Posted: Tue Oct 16, 2007 9:38 am Post subject: When does an incident require a change record?
I am in the process of defining our incident/problem processes and I could use some input to help define when an incident requires a change record. So far, I have the following.
1. When the workaround is in place but a permanent fix requires detailed planning, review and controls before implementing.
2. When there is not a workaround but the fix is complex and requires significant planning and coordination to accomplish.
3. When the fix has to be postponed until a specific window.
I would surely appreciate any comments on the above or additional scenarios.
dboylan Senior Itiler Joined: Jan 03, 2007 Posts: 189 Location: Redmond, WA
Posted: Tue Oct 16, 2007 11:19 am Post subject:
The only time that ITIL says a Change is required is when the resolution or workaround of an Incident requires the change in status or attribute of Configuration Item.
Everything else you mention is not a tenant of ITIL. Which is not to say that it isn't a good practice, just be aware that if you try and sell it as ITIL compatible, you might meet some resistance.
All times are GMT + 10 Hours
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
Logos/trademarks property of respective owner. Comments property of poster. Rest © 2004 Itil Community for Service Management & Foundation Certification. SV Site source (c)2003, and is Free Software under the GNU / GPL . All Rights Are Reserved.