Under which Process category does regular maintenance fall?

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GRA
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Mon Apr 07, 2014 8:25 pm

I have a basic question - Under which category does a regular maintenance activitiy fall under. For example you need to update the values of a table on a regular basis due to business needs.

This cannot be classified as Incident or problem or defect management. In some sense it can be called change management or service management or application management.

Does any one have experience or expertise on how to classify these kind of activities in ITIL framework?

Thanks in Advance


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UKVIKING
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Tue Apr 08, 2014 1:54 am

business as usual activity
John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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AmberaConsulting
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Fri Jun 06, 2014 7:44 am

These can be classified under Service request and have a approval workflow (may be Team Lead/manager) defined for governance.
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AmberaConsulting
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Fri Jun 06, 2014 7:46 am

UKVIKING wrote:business as usual activity
Entire service operation falls under Business as usual.
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UKVIKING
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Sat Jun 07, 2014 2:04 pm

Ambera,

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

For example:

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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