When does an incident require a change record?

[lkass]

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.

Thanks much!

Lisa

[dboylan]

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.