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ITIL :: View topic - Change management responsibilities
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Change management responsibilities

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Joined: Jan 31, 2014
Posts: 1

PostPosted: Sat Feb 01, 2014 6:27 am    Post subject: Change management responsibilities Reply with quote


Can you help settle a discussion that is going on at the moment in my company.

We have an internal business analysis, development, testing and training department to provide the full software development life cycle for our client .
Our it service desk however is outsourced. They provide a 1st line service desk as well as manage all hardware.
The it service desk are insistent that they also manage any software change to the business through their own change management process but they have limited knowledge of the software applications we develop.

Their process follows itil and we fully agree with the process, however our argument is that, as we design, build and test the application, as well as knowing who, what and how it will affect users think that we should run the change management process.

Many thanks
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Senior Itiler

Joined: Sep 16, 2006
Posts: 3597
Location: London, UK

PostPosted: Sun Feb 02, 2014 12:27 am    Post subject: Reply with quote


I agree with the Service Desk (to a point). The work done to upgrade must go through Change Management.

However, the Outsource company should not be using THEIR CM Process for their customer. They should be using YOUR CM Process and be involved in it as the SD seat at the CAB or as part of the process in itself.

You should have a Change and Release Management policy that defines how, when, who and what is used to deploy new solutions to your environment - software or otherwise.

If the software is distributed automatically, then your tools should be doing the work (or theirs if that is defined in the contract)
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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