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ITIL :: View topic - Report changes?
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Report changes?

 
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changeborg
Itiler


Joined: Jul 15, 2009
Posts: 41
Location: United States

PostPosted: Fri Feb 19, 2010 7:29 am    Post subject: Report changes? Reply with quote

Hereís a good hypothetical one for everyone. Based on our definition of a change (ITIL v3), I think this one is clear cut but due to a recent policy statement enforcing longer lead times on Low impact changes, I want to get this straight in my head.

We have been requiring our teams log low impact changes for the creation and modification of reports and while in the back of my mind Iíve felt that this is administrative rather than change, itís never really been addressed. Since the inception of the recent lead time policy noted above, Iíve been asked this question half dozen times over the last 24 hours. In reviewing the definition of what a change is, it would appear reporting such as this would be out of scope since there is no change to the baseline of any service.

As Iím on the fence with this one, Iíd love to hear feedback on this from the community. I know one response will be 'it depends' which I'm fully aware of but I really want to make sure from a best practice standpoint we're not requiring change for the sake of change.

All feedback, even 'it depends', is welcome!
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Fri Feb 19, 2010 8:14 pm    Post subject: Reply with quote

changeborg,

I don't understand what "enforcing longer lead times on Low impact changes" means. But presumably it only applies if they also have low urgency. To me, lead time means something like: CAB members must receive the change request details at least three days before the next scheduled meeting in order to give them time to assimilate the information and perform any consultation in their area.

Why would you defer a low impact, high urgency change for a higher impact, low urgency one?

I'm not sure what kind of reports you are referring to, but it is clear to me that the design and modification of a report requires change management and if a report feeds directly into any service activities, then that change management probably (certainly!) ought to be managed by your service management change process. The test here is (potential) impact on service.

Reports that rather have an impact on things like performance assessment, charging, strategy and policy still need to be managed somewhere (and it could be by the same process if you set it up right). For example, changing some of the items reported or the level of report can mean a discontinuity of information. This is something that governments do deliberately from time to time, but that does not mean it is a good idea in business. Therefore changing a report has to be carefully examined to ensure that no loss or misalignment of information occurs.

[NB the construct "probably (certainly!)" is analogous to "it depends" in that "probably" is correct, but "certainly" is better. Well. probably better.]
_________________
"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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