References:
ISO20000: Section 8.2: Incident management
ISO20000: Section 9.2 Change management
Comments:
Strictly speaking Service Requests fit within the Change Management Service Process but because of the low level of impact on the IT/Telecomms Operating Environment and the fact that they are often ordered via the Help/Service Desk or over the company intranet they are often, and wrongly, associated with Incident Management.
Service Request is the name given to low level changes that may be requested via a Help/Service Desk. These usually relate to user, desktop and telephony activity. There are two scenarios: those that require zero planning and management for example Password Reset; and those that require a small level of planning and management for example, PC/telephone order and installation or PC/telephone moves. The term IMAC(installation, moves, additions and changes also often refers)
Although these are in ITIL terms 'changes' they have such a minimal impact on the infrastructure that they are preapproved for implementation by the Change Board without any change administration overhead, excepting monthly reports on volumes and an annual review of the change policy.
In the latter scenario, PC installations or moves, a unit level is usually applied to the work, for example, 'must be less than 5 units on any single request', if it is over this amount it may be determined to be a small change project and attract a small amount of change administration overhead.
Whilst the former scenario, password reset, is usually dealt with directly by the Help Desk, the latter scenario may be dealt with by a small back office team specialising in these activities.
Order Management is also often considered to be part of the Service Request Process because it is used in the ordering and procurement of the service request items. This is an erroneous conclusion and can cause confusion. Order Management, i.e. the ordering of the equipment and lines etc. to complete the service request is a Purchasing Department process not part of IT Service Management.
See Change Management Forum for Change Models
Supporting PCAP Documents available in the SHOP:
1: Service Request Management Procedure
2: Change Management Procedure
Visit the PCAP Store for Freeware and Demo Documents: http://pcap.co.uk
Visit the ISO20000 Shop Area: Click Here
Last edited on Wed May 21st, 2008 07:13 am by bobmckean
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