References:
ISO20000: Section 9.2: Change management
COBIT: Acquire and Implement: AI6: Manage changes
Comments:
ITIL does not at this time fully recognize service requests even though the term is widely used, although in a rather confused way, in the industry.
The current definition is rather confusing and contradictory.
A service request is defined as a request for a non remedial type service, it can be one of a number of types: a request for information; a request for a service that can be dealt with by the Helpdesk, e.g. password reset; or a request for a preapproved service, for example a new mobile phone or a new desktop. In ITIL terms all of these requests, excepting the request for information, are Requests for Change but because of their zero or low impact on the infrastructure they are typically preapproved in order to ensure that the Change Management Process does not become seriously overburdened and a bureaucratic nightmare.
There are typically two types of service request, those that require no administration activity to facilitate their execution, e.g. password reset; and those that do require some mini project administration to execute e.g. procure and install a new PC. procure and install a new desk telephone, PC add-in memory etc. These latter types of service request are often dealt with by a back office team in the Help Desk.
Supporting PCAP Products:
1; Help Desk Manager Job Description
2: Help Desk Team Leader Job Description
3; Help Desk Lead Analyst Job Description
4; Help Desk Analyst Job Description
5: Help Desk Service Description
6: Resource Controller/Call Coordinator Job Description
Visit the PCAP Store for Freeware and Demo Documents: http:http://www.pcap.co.uk
Last edited on Tue May 13th, 2008 01:50 pm by bobmckean
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