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ITIL v3 Service Request Management

Changes arise as a result of Problems, but many Changes can come from proactively seeking business benefits such as reducing costs or improving services. Details of the change process are documented in SLAs to ensure that Users know the procedure for requesting Changes and the projected target times for, and impact of the implementation of Changes. ITIL(r) Change Management assessment to make an appropriate response to a change request needs a reasoned approach to assessment of risk and business continuity, change impact, resource requirements and change

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Abhirup Sarkar
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613 views3 pages

ITIL v3 Service Request Management

Changes arise as a result of Problems, but many Changes can come from proactively seeking business benefits such as reducing costs or improving services. Details of the change process are documented in SLAs to ensure that Users know the procedure for requesting Changes and the projected target times for, and impact of the implementation of Changes. ITIL(r) Change Management assessment to make an appropriate response to a change request needs a reasoned approach to assessment of risk and business continuity, change impact, resource requirements and change

Uploaded by

Abhirup Sarkar
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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Flowchart for Incoming Call in ITIL v3

Incoming Call

Information or Advice

Knowledge Management No Broken or likely break ? Standard Change

YES Incident Service Request

Change Management

Incident Management

Access Request Fulfillment Access Management

Information or Advice How to questions Where do I find questions Who authorizes this questions

Standard Change Desktop relocation within a Business Unit Installation of a standard workstation application Updating the virus definitions

Access Resetting a password Access to resources such as hardware or software Access to information such as files or documents

ITIL v3 Change Management

Goal of ITIL Change Management The goal of the Change Management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes, in order to minimize the impact of Change-related Incidents upon service quality, and consequently to improve the dayto-day operations of the organization. Where do Changes come from? Changes arise as a result of Problems, but many Changes can come from proactively seeking business benefits such as reducing costs or improving services. Details of the Change process are documented in SLAs to ensure that Users know the procedure for requesting Changes and the projected target times for, and impact of the implementation of Changes. Service Desk interface Details of Changes need to be made known to the Service Desk. Even with comprehensive testing there is an increased likelihood of difficulties occurring following Change implementation either because the Change is not working as required or expected, or because of queries on the change in functionality. The CAB The Change Advisory Board (CAB) is a group of people who can give expert advice to the Change Management team on the implementation of Changes. This board is likely to be made up of representatives from all areas within IT and representatives from business units as well as any external parties that are deemed necessary. ITIL Change Management assessment To make an appropriate response to a Change request needs a reasoned approach to assessment of risk and business continuity, Change impact, resource requirements and Change approval. This considered approach is essential to maintain a proper balance between the need for Change against the impact of the Change. It is particularly important that the ITIL Change Management processes have high visibility and open channels of communication in order to promote smooth transitions when Changes take place.

Flowchart for Change Management

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