Itil change request definition

What is a change in ITIL? Why is ITIL change management so important? In this context, a change is an approved event , and the person doing that approving is the same one that oversees the change management process.

It also ensures that business needs are catered for, with all changes to documents recorded. A measured approach to change Essentially, change management is a program that addresses the scope and extent of any changes. When a user submits a formal request for something — a password change, new hardware or software they would like, or pretty much anything they want or nee it’s called a service request.

ITIL’s formal definition of service request is “a request from a user for information, advice, a standard change, or access to a service. So what’s a standard change? A standard changeis simply a pre-approved change that is low risk and that follows a standard procedure. It’s important right out of the gate to point out the difference between service requests and incidents, though, since they’re easily confused but follow much different ITIL processes.

Incidents are unplanned interruptions to your IT services, or reductions in the quality of your IT services. Service requests, on the other han deal with requests for something new to be provided to. See full list on bmc. Simply put, request fulfillment is all about making sure customers have easy access to the IT services they need to get their jobs done. Top objectives are: 1. To help users clearly understand what services are available, how to request them, and how long it will take for them to be fulfilled 2. To create a distinct process for handling service requests that is different from your change management and incident processes 3. To properly deliver all of the components of the standard services requested (like software AND licenses, for example, in the instance of a software request ) 4. The types of service you offer, and the requests you receive, will vary dramatically from company to company.

Unlike incidents, which are unplanne service requests can be planned for. That means the process for how you handle each type of service request can be broken down into a thoughtful, methodical set of steps or actions and documented in a process flow. These request models should be built for each type of request you will receive, and address each step or phase of request fulfillment. Be sure to consider: 1. Who will handle the request?

How is the service delivered? How quickly will you fulfill the service request? Is there an SLA or time window? If the service can’t be completely fulfille what happens?

Plan for how you will escalate. Ultimately, it’s up to each organization that provides standard services to properly document their offerings. Request fulfillment is all about efficiency and cost reduction.

By making it super easy for users to get what they nee you can cut down on the confusion and bureaucracy often associated with asking for what you need. Simple, repeatable processes cost the business far less to fulfill, and in general, result in far happier users. The process begins when a user places a service request. This is often handled through the service desk, using self-help tools where they can easily choose the service they require from a standard menu of selections you have pre-defined.

Not every service request has to come through a web-based self-help interface, however. It’s not uncommon for a requestor to call the service desk directly, for instance. Once a service is requeste it may be automatically approved or alternately routed for approval, since occasionally services are offered that still require management or financial approval, or even approval from a compliance perspective. In those cases, your request model should include all appropriate approval steps, along with plans for how the request will be handled once approved and declined. After a requested service is approve or when no approval is require the request must be assigned to the appropriate individual or team for review, and ultimately, fulfillment.

It’s worth noting the linkages between Request Fulfillment and other ITIL processes. ITIL also defines a few key metrics you can use to judge both the efficiency and effectiveness of your request fulfillment process, including: 1. How satisfied your users are with how their service requests are handled 2. The amount of outstanding service requests currently in your backlog 3. How long it takes you to handle each type of service request 4. Cost (per type of service request , on average) 5. The percentage of service requests that are handled within agreed SLAs 6. So, not every change is – a change. Yes, there are differences.

Budget, scope, risks, resources. Though both examples are, actually, changes – it’s obvious that they are different. First things first – what is a change? According to ITIL, a change is “the addition, modification or removal of anything that could have an effect on IT services. Pre-authorized means that there is no authorization procedure needed.

Implementation activities are well known and proven. By using a standard change, you have the opportunity to put under control some routine task that impacts IT services or users, without creating a complex environment that will slow down the process. But, how about standard changes – do they need a RfC? Well, not such a formal one, but they do. It could be argued whether standard changes need to be documented at all, but from my experience – do it.

So, as you can see, standard changes are not some complex issue, and they don’t generate significant costs or require many resources. But, on the other side, they need to be controlled (like many other things in the scope of ITSM). Control sounds bureaucratic, but actually, it’s your chance to get feedback regarding usage of (ITSM) resources, user behavior, or even (potential) pitfalls.

But, what I see as an argument with regard to recording standard changesis that it’s your opportunity to keep control, not just over your services, but over your users’ behavior as well. It’s improvement – not only for ITSM processes and teams, but for users as well. By initiating many standard changes, it implies that your users are stuck somewhere. Help them, and you have helped yourself.

Further on, once improvement is implemented (based on analysis of standard changes), your users will feel. Either the change request is authorized and change proposal is sent to the initiator for review or change management authority rejects the change. This board is usually made up o. ITIL Service Lifecycle (Level 0) 2. Service Transition process (Level 1) 3. By: Stefan Kempter , IT Process Maps. Change Manager - Process Owner 1. In project management, a change request often arises when the client wants an addition or alteration to the agreed-upon deliverables for a project. Such a change may involve an additional feature or customization or an extension of service, among other things.

In the ITIL framework , change management is a part of Service Transition – transitioning something newly developed (i. e. an update to an existing production environment or deploying something entirely new) from the Service Design phase into Service Operation (also known as Business As Usual) and aims to ensure that standardised methods and procedures are used for efficient handling of all changes. The line between an incident and a service request is often quite blurry and causes even the hardcore ITIL geeks among us to explosively disagree. As per ITIL v there was no such differentiation, to begin with.

All the issues and requests raised by users were collectively grouped together as incidents under incident management. The actual number of steps may vary depending upon the change type or model. Planning of steps in change process.

If the change request is authorize then changes are planned in the next step. For both of them, an RfC is “a formal proposal for a change to be made. Usually, it’s a document (or form – if you use a tool) that describes a change in detail.

To understand the urgency of emergency changes and implement them without creating any incidents. To ensure changes are successfully deploye at the first attempt. It is a group of individuals that act as an advisory committee for the changes that are categorized as major or significant. A change request is a formal proposal for an alteration to some product or system.

They have the authority to re-asses the risk level or impact level. The proposed Standard change describes how the change and associated risks will be managed.