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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.
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