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ITIL :: View topic - Service Request Clarification
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Service Request Clarification

 
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rfritschen
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Joined: Aug 21, 2009
Posts: 2

PostPosted: Wed Sep 02, 2009 9:13 am    Post subject: Service Request Clarification Reply with quote

Business Unit "X" is using the ACME application owned by IT Business Solutions as their payroll system.

Business Unit X has submitted multiple requests to the application team to fix a few bugs and a few features.

The application team has collected these requests from Business Unit X and has decided to update their application with a few of what the BU X would call "priority 1's"

**Question 1: Are these requests from the Business called service requests or requests for change?**

The application team prioritizes, updates and test the "changes" in their test environment and then files a Change Request to have their application changes reviewed and approved by the CAB prior to pushing the changes to production. IT Change Management doesn't see the BU requests until the application team submits a change request.

As part of their testing, the application team has realized that one of their web servers is missing some Microsoft patches. As a result, the application team files a "request" with the patching team (both teams are internal IT teams) to have the identified server patched.

-------------

In this scenario you will see there are multiple levels of "requests": requests from the business, requests from one internal IT team to another internal IT team & requests to the CAB for actual production changes. It is vital to be able to successfully differentiate both the definitions and workflows between these different types of requests. This is where I need help. Which of these "requests" would be considered service requests; which change requests & how do you explain the differences?

Any guidance or suggestions folks want to provide would be greatly appreciated!
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DYbeach
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Joined: May 25, 2008
Posts: 413
Location: Sydney, Australia

PostPosted: Wed Sep 02, 2009 10:43 am    Post subject: Reply with quote

um, why don't you treat it as a release?
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DYbeach
ITIL V3 Release, Control & Validation,
ITIL V3 Operation SUpport & Analysis
PMI CAPM (R)

"In times of universal deceit, telling the truth will be a revolutionary act." George Orwell
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3258
Location: London, UK

PostPosted: Wed Sep 02, 2009 3:49 pm    Post subject: Reply with quote

exam question it seems
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Wed Sep 02, 2009 11:56 pm    Post subject: Reply with quote

What's the problem?

A service request is a request for service (hopefully one that you are geared up to provide and have a service level agreement about).

A change request is a request for a change to be made (normally to a service or a service component).

By the way, if you have not called your CAB until the code has been developed and tested, how have you approved and justified the work done? How will you fare when your CAB says these changes are detrimental to the service and rejects them?

Which exam am I sitting for this one?
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"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
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3258
Location: London, UK

PostPosted: Thu Sep 03, 2009 12:16 am    Post subject: Reply with quote

and do you think he will pass
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John Hardesty
ITSM Manager's Certificate (Red Badge)

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