Posted: Sat Feb 07, 2015 2:56 pm Post subject: Multiple Changes in a Single Change
Hello ITIL Experts - I am looking for advise on how does ITIL define the unit of changes which could be implemented in a single change ticket. What I am trying to explore if a same change has to be performed on ten different UNIX servers, should the change plan be created for ten different servers using ten different change tickets or all changes could be done using a single change ticket. I also want to mention that these UNIX servers all different in nature and are used for different business purpose. Any suggestions would be very helpful. Thanks.
Firstly, please understand ITIL is a framework, it is a set of best practices. ITIL does not dictate. There is no "this is the-best-process". We have processes to structure and make things transparent. Now let me look at your scenario:
1. You have multiple servers for different purposes
2. You want to implement same change in a single CR (I don't like to call that a "ticket). It is a Change Request (CR).
Ideally, you should have multiple CRs created. It is definitely a very good practice to tag to another CR if the change is related. When reports are prepared, it'll be easy to map and explain.
If this is a maintenance activity, why not raise a standard CR? You'll only need child CRs to be raised.
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