Controlling Web Page content via Change Management

[Buzz]

Is anyone trying to control Static content posted on corporate webpages via the change management process. I have a customer who is considering implementing this, mainly because they are under the opinion that it's the right thing to do.

i have advised them that this would make sense only if the changed data were to result in an inordinate increase in calls to the Service Desk. Additionally, this type of change would be considered as a Pre-Approved standard change, requiring only documentation of the fact that the web page content was changed.

I am looking for confirmation that this does/does not make sense to control this level of content via change management.
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Buzz Rogers
Propoint Solutions
719-210-1643
brogers@propointsolutions.com

[UKVIKING]

Buzz,

Change Management(ITIL) is not the right process for content mgmt of web pages.

What they need is Content Management and version control

Change mgmt is suppose to be for controlling the CIs of your IT Infrastructure. Content is not a CI ...it is content

The basic structure of change management can be used but i would not call it change.... content control etc is a better word
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[Skinnera]

Agree - changes ot web-content is not a suitable activity for Change Control. It is (or should be!) too frequent, agile, and non-impacting to tie up with the CM process.

I have had many arguments with my Incident Management colleagues about that one - they want EVERYTHING under CM!

[Mark-OLoughlin]

YEs - content changes can be very small and quick - however you should have controls in place to ensure that correct data is uploaded and that any content chnages etc, hs been tested - I have seen customer facing content being changed with flaws etc and it can get very serious.

Version control with a controled testing procedure to include a staging area and final UAT etc would be recommended at a minimum. For big changes to content e.g. like a complete template design change that may impact customers and users - should go through change management - basically if there is impact to users and potential for them to call the service desk in droves - look at having a CM request appoved.
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Mark O'Loughlin
ITSM / ITIL Consultant

[UKVIKING]

Content Management should do what Mark is saying.

If you use the processes and procedures that Change mgmt has, you can tweak them to fit content mgmt.

But if you look at how newspapers or magazines are done,

A style sheets
template
documented required pieces
standards
etc

from writer to reviewer to editor to produce the drafts
approve the draft
promote to production

similar to software dev to production

some pieces are done by local editor / regional editor / gloval editor
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[Buzz]

Thanks to everyone who responded. It confirmed what I had originally thought. My customer does have a very thorough review process for the content approval - I wasn't worrying about that too much.

Buzz
_________________
Buzz Rogers
Propoint Solutions
719-210-1643
brogers@propointsolutions.com