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ITIL :: View topic - RFC and data changes
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RFC and data changes

 
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Sarajane
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Joined: Feb 22, 2010
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PostPosted: Tue Mar 09, 2010 4:28 am    Post subject: RFC and data changes Reply with quote

I'm looking to understand how others handle requests to change data on a system. Should an RFC be opened? In most cases the data being changed varires from 5 to 10 records to thousands and the business owner is asking the Technology Department to process the updates systematically.
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Tue Mar 09, 2010 4:45 am    Post subject: Reply with quote

Sarajane,

please refer to the thread "How to handle database record changes?" down the list a bit.

Essentially, changing business data is the proper province of application processes, not service management. Since the business owns the data, the business must mange the changes even if technical people are involved in performing them.

The best approach is to provide the business with an interface through which it can do this itself (whether setting up a batch or doing it in real-time), but if that is impractical, then you need to design a process to perform it efficiently, reliably and under good change control.

For my money, only the final transitioning of the changed file into the live environment is a possible candidate for service change management and that could be a very simple routine if the business has managed the process with its data.

But you really do need to work out for yourself what will work well for you. In fact if I think a bit more about it (and, better still, if I knew a bit more about your circumstances) I might take a very different approach.
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anthonymq
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Joined: Jul 06, 2009
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PostPosted: Sat Mar 20, 2010 5:33 am    Post subject: RFC and data changes Reply with quote

I would consider Data changes or ammendments as Service Requests.

Data changes means changes in records, which most of the time is performed by a user (IT or non IT) it is difficult to control what and how they enter the data. Data change pertains to change in a particular record/data, hence any requests for modification of data should be treated as a Service Request.

However, if the request is for change in a Master Record, i would consider this to be an RFC, since modification in a master records could potentially apply all throughout the application/service.
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ChangeOfficer
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Joined: Jan 27, 2010
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PostPosted: Sat Apr 03, 2010 3:52 am    Post subject: Reply with quote

In my organization data is critical to application functionality and client deliverables. Changes to data are considered as IT changes.
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DYbeach
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Joined: May 25, 2008
Posts: 413
Location: Sydney, Australia

PostPosted: Tue Apr 06, 2010 9:53 am    Post subject: Reply with quote

So you see, Sarajane, the answer is It Depends.
How is life after the Doctor? Change Management must be a comedown after travelling with a Time Lord
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