Joined: Sep 16, 2006 Posts: 3533 Location: London, UK
Posted: Sun Jun 08, 2014 4:04 am Post subject:
The trite answer - IT depends - unfortunately arises with this question
You are correct that if there is to be governance, the minimum sort of IT SM classification would be a service request. However, it depends not only on the activity but from where the activity is executed
The user has the ability - through roles / responsibility - to update the records for invoices, contracts, orders, etc for the customers under his scope. This is a pure business as usual activity that does not require any involvement by any external team - IT support, Application support. The user is the responsible person and the workflow is defined by the business process.
So customer 123 needs to order 10 widgets, the user creates the record for that and it is processes through the work flow defined in the application.
However, if the management discover that all of the prices are incorrect for the VAT or local tax or the prices and that all contracts need to be updated / corrected for all of the invoices for the past year and credit memos etc need to be created and distributed.
This would be an effort by the IT / Application Support team who may have to go from the back end -(Oracle etc) - and make the change to the data.
In addition, this may require the creation of 'special' jobs to reprocess the historical data so that the credit memos are done.
Now, this kind of work would more than likely Change & Release Management as well as some sort of development & testing team to develop and test the solution in an equivalent of Production tomake sure that it works.
So an incident is raised, the problem is raised, the developers develop the solution, the solution gets deployed to System, Integration, Acceptance, Quality Assurance Test environments and then the request to deploy to Produciton may go through the Application Change Advisory board. before execution to production
But.. that all depends on the scope and requirements from Change & Release management and other criteria _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
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