Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: TMcCann
New Today: 0
New Yesterday: 69
Overall: 142364

People Online:
Visitors: 57
Members: 1
Total: 58 .

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

Note: ® ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


The Itil Community Forum: Forums

ITIL :: View topic - Responsibility for Raising Changes
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Responsibility for Raising Changes

 
Post new topic   Reply to topic    ITIL Forum Index -> Change Management
View previous topic :: View next topic  
Author Message
markhayes
Newbie
Newbie


Joined: Feb 10, 2010
Posts: 9

PostPosted: Wed Nov 02, 2011 2:06 am    Post subject: Responsibility for Raising Changes Reply with quote

Interesting one this, surprised I havent come across it before.

We have a supplier who requires work from in-house support teams... ( Rebooting servers, reconfiguring servers and DBs etc.) Who would be responisble for raising those changes - would it be

1. The support teams who know what the work involves and can put those details into the change.
Or
2. The suppliers should raise the change as they want the work doing and they should speak to the suppliers to get data from them to put into the change record.
Back to top
View user's profile
Diarmid
Senior Itiler


Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Wed Nov 02, 2011 2:38 am    Post subject: Reply with quote

This does not feel like a new question, but I cannot find any previous threads with a quick skim.

One way of looking at this is to consider that when the change has been fully applied, it is ultimately the requestor who has been satisfied and the primary concern of the requestor is outcome rather than specification.

Where the detailed specification of the change comes from is a separate matter. You would not expect a customer driven change to come all nicely tied up with CIs identified. Would you? Perhaps most of the information is required by the time the request reaches CAB, but not for the request to be made in the first place.

If there is information required that your supplier is not party to, then you simply build a process that will collect and assimilate that information on the way to CAB.

If your support teams request changes in areas of your suppliers responsibility, you need evidence that the request came from the supplier and was not off their own bat. Or to put it another way the supplier must have made the original request.
_________________
"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
Back to top
View user's profile Send e-mail
UKIT
Itiler


Joined: Sep 26, 2007
Posts: 38
Location: England

PostPosted: Wed Nov 02, 2011 8:02 am    Post subject: Reply with quote

In our organization internal IT support staff work in conjunction with external IT suppliers.The internal IT staff generate RFC's on behalf of the external suppliers as they do not have access to the change management system. The external supplier is given a blank RFC form to complete which is a mirror image of the RFC template on the change management system.
The RFC template is then emailed to the internal IT support staff for them to "cut and paste" the information directlly into the change management system.
Dedicated internal IT support teams are assigned to specific external suppliers to ensure that all proposed change requests are managed effectively.
_________________
Change Management
"Bringing order to chaos"
Back to top
View user's profile
Diarmid
Senior Itiler


Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Wed Nov 02, 2011 6:14 pm    Post subject: Reply with quote

So really your external suppliers raise the RFC but your staff key it into the system. Is this fact recorded in the system?
_________________
"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
Back to top
View user's profile Send e-mail
UKIT
Itiler


Joined: Sep 26, 2007
Posts: 38
Location: England

PostPosted: Wed Nov 02, 2011 7:27 pm    Post subject: Reply with quote

Diarmid wrote:
So really your external suppliers raise the RFC but your staff key it into the system. Is this fact recorded in the system?


Yes of course.
“Example Wording”
This RFC has been generated on behalf of company XYZ
The external supplier is invited to attend the Cab in order answer any questions relating to the proposed change, however the internal IT support staff would normally represent the supplier as they are fully aware of all aspects of the change.
The entire operation runs as though both internal IT and external IT organisation are one. The external IT supplier is fully aware of the change management process and what is expected of them.
_________________
Change Management
"Bringing order to chaos"
Back to top
View user's profile
Sunny60in
Newbie
Newbie


Joined: Jul 09, 2009
Posts: 15

PostPosted: Thu Nov 03, 2011 5:00 am    Post subject: Reply with quote

Markhayes,

I believe, By 'raising the change' you mean feeding it into the system

If your process says that implementer team should raise the change, then, it shouldn't change if requester changes i.e. it should be transparent if requester is customer, another support team or a vendor.

We expect answers to few basic questions from change requester and a template is published in our change management process document. Different groups take different ways to provide this information.

Customer / vendors: Mostly they use the template --> SD create the change record, attach the template, assigns it to the implementer team.
Sometimes customer just sends an email. As far as email has the answers to the required questions, we accept that.

Another support team --> Uses template OR as they have access to the system, create the change ticket, provide the answers to the questions and assign it to the implementer team --> Team take it from there & complete the change record.
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> Change Management All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops © 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest © 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.