Joined: Mar 04, 2008 Posts: 1893 Location: Helensburgh
Posted: Wed Oct 29, 2008 9:55 pm Post subject:
I'm struggling to understand the question. Track a hypothetical (or real) incident through your procedures and it should be obvious what will happen. It is entirely up to your procedures, based on your policies how they work.
When Change Management are notified of the incident and its relationship to a change, then their needs to be a review of that change to determine what happened. Then it is a case of deciding what, if anything needs changed and making that improvement.
Sounds a bit like a border dispute. Who does what should be determined by what works best for you. There are no higher order rules that decide who puts what piece of information into the system. It's not even much help finding out how other organizations work at this level because they are not you.
If it is a border dispute then there needs to be some work done on getting people to understand what service management is actually about. _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
As per Diarmid, border disputes are often caused by ambiguous processes, so when you sit down with these guys make sure you go through all the relevant processes (IM, CM etc.) and make sure they know where their responsibilities lie.
UJ _________________ Did I just say that out loud?
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