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Posted: Sat May 07, 2011 2:58 am Post subject: amend a CI value in CMDB
If I need to amend a CI value in CMDB e.g. Serial Number, do I raise a change ticket or an incident ticket? I understand Incident is raised only when there is disruption to the service.
Joined: Mar 04, 2008 Posts: 1883 Location: Newcastle-under-Lyme
Posted: Sat May 07, 2011 4:35 am Post subject:
Incidents relate to "something has happened".
Changes relate to "I want something to happen". _________________ "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
Joined: Sep 16, 2006 Posts: 3110 Location: London, UK
Posted: Sat May 07, 2011 3:34 pm Post subject:
Sonmia
WHat does YOUR Configuration management process state
Your oown Cfg process needs to define when attributes of a CI are change, what happens
according to ITIL, ll CIs are under the control of change management; therefore in an ideal world, any changes to values to a CI should go throuigh some sort of change control. how much and the exact prcoess is defined by your configuration mgmt process and your change and release management process
Ask your CfM Mgr/Change / Release mgr.
If you are one or all of these three - RTFM and then write the policy, process, etc _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
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