Who should raise RFCs ?

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Joined: Wed Sep 16, 2020 3:35 am

Wed Sep 16, 2020 3:47 am

Hi Everyone,

In a reasonably large scale business with around 6000 employees and a dedicated IT department of around 500 we currently raise all RFCs in house (within IT). My question is, is it common in other businesses to allow business users (outside IT) to directly raise RFCs or is it more common that they raise Service Requests for IT and then IT raise the RFC?

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Corde Wagner
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Joined: Fri Nov 10, 2006 7:00 pm
Location: El Dorado Hills, California

Sun Sep 20, 2020 6:24 pm

Good question!

Having been in the change manager role with several large organizations, non-technical business users were asked to raise a request ticket for proposing a change. If their proposed change fit the established criteria and was accepted, then the technical team who would make the change created the change request.

That said, in situations where our business units supported global applications and would need technical teams to make a change that in production that they were not allowed to make (e.g. firewall or to web URLs, etc.), we did allow for very technical members of specific business units to create a change request directly to the technical teams that would support the change the business unit required.

I hope this helps.

Corde Wagner
ITIL 4 Managing Professional - ITIL v3 Expert - v2 Red Badge - VeriSM-Plus - Certified Agile Service Manager
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