Joined: Jan 12, 2012 Posts: 3 Location: Hartford, CT
Posted: Wed May 23, 2012 4:57 am Post subject: What constitutes having a Change Ticket opened?
I have read/listened to many experienced in the field of change mgmt, release mgmt and incident mgmt as it pertains to "altering the STATE of a CI". I am curious how is it defined or what folks feelings are regarding what "altering the state of a CI" means to them?
There are common, fundamental Operational type of responses to incidents or actions taken that are in effort to lower MTTR (server reboots, jvm recycles, etc...) that occurs multiple times a day.
Where do we draw the line to what "should" require a change ticket because it altered a CI vs it was an Operational Activity merely returing the CI to original state? ...and maybe i just defined it
Joined: Mar 04, 2008 Posts: 1892 Location: Helensburgh
Posted: Thu May 24, 2012 6:53 pm Post subject:
For a service
availability and delivery schedules
who is allowed to use the service
intended/agreed service levels
But examples do not define the boundaries properly.
This is a management issue
Operational activities should be performed under procedures which require consideration of service impacts and risks, and which define/ guide how that is to be done.
Change activities should be performed under procedures which require consideration of service impacts impacts and risks, and which define/ guide how that is to be done.
When drawing up these procedures you will (ought to) discover whether any particular activity proves impractical under either operational management or change management and place it in the more appropriate regime. _________________ "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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