References:
ISO20000: Section 9.2: Change management
COBIT: Acquisition and Implementation AI6: Manage changes
Supporting PCAP Products available in the SHOP:
1: Service Request Management Procedure
2: Help Desk Manager Job Description
3: Help Desk Team Leader Job Description
4: Help Desk Lead Analyst Job Description
5: Help Desk Analyst Job Description
7: Help Desk Service Description
8: Resource Controller/Call Coordinator Job Description
Comments:
ITIL is unfortunately very confused about service requests and avoids getting into too much detail. There are a number of types of service request none of them fit the definition of incident:
- Requests for non remedial advice and information, e.g. application or systems usage advice
- Requests for user support e.g. password resets
- Requests for low level installations, moves, adds and changes
Type 1 is a standard IT service provided by Service/Help Desks everywhere, it is not related to incidents but a distinct separate Service/Help Desk service.
Type 2 is related to Change Management rather than Incident Management and may or may not be carried out by the Service Desk/Help Desk
Type 3 is a low impact change that should be accommodated in the Change Management Models as pre-approved changes that are carried out by a specialist delivery team
Service requests are typically received by the Service/Help Desk, and in smaller organizations may be handled by a specialist team within the Service/Help Desk Operations area. In larger organizations Type 2 &3 service requests are typically passed on to a specialist delivery team.
A service request is defined as a request for a non remedial type service, for example a request for a new mobile phone; a request for a password reset, in ITIL terms these are changes. However if we try to manage these low impact service requests as formal changes the whole change environment can become bogged down with large volumes of low impact changes which diminishes the effectiveness of the Change Management Process. To avoid this the Change Advisory Board agree and approve these types of change in advance and they are manage and implemented via a specialist delivery team.
Type 2 service requests require little or no no administration activity to facilitate their execution, e.g. password reset.
Type 3 service requests 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.
Last edited on Mon May 5th, 2008 01:37 pm by bobmckean
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