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ITIL :: View topic - Server in hung state . Does it require a change request?
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Server in hung state . Does it require a change request?

 
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shivaShanker
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Joined: Jul 17, 2017
Posts: 1

PostPosted: Mon Jul 17, 2017 6:00 pm    Post subject: Server in hung state . Does it require a change request? Reply with quote

Hi All,

Server in hung state . Does it require a change request to reboot it? The server is in hung doing nothing and it is almost like its down.I feel we just reboot it to bring it back online and treat that as an Incident.

your thoughts please.
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3571
Location: London, UK

PostPosted: Thu Jul 20, 2017 11:30 pm    Post subject: Reply with quote

Why do you think a Change Request is needed to power off / on a device to restore it to service - as per Incident Management

A Change Request is not needed to do run & maintain activities like this - which is a means or action to restore a service that is down.

If there is an Incident regarding this hung device, then the action to reboot / restart is tracked by the incident should be sufficient; however, the company needs to define in its change management policy and incident mgmt. policy what is within change scope or not

Now.. if the server was not in a hung state and the system required a reboot during the working day - impacting the service that is being delivered by that device, then, s change may be needed - depending on the reason for the reboot
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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