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amend a CI value in CMDB

Posted: Fri May 06, 2011 12:58 pm
by sonia
If I need to amend a CI value in CMDB e.g. Serial Number, do I raise a change ticket or an incident ticket? I understand Incident is raised only when there is disruption to the service.

Posted: Fri May 06, 2011 2:35 pm
by Diarmid
Incidents relate to "something has happened".

Changes relate to "I want something to happen".

Posted: Sat May 07, 2011 1:34 am

WHat does YOUR Configuration management process state

Your oown Cfg process needs to define when attributes of a CI are change, what happens

according to ITIL, ll CIs are under the control of change management; therefore in an ideal world, any changes to values to a CI should go throuigh some sort of change control. how much and the exact prcoess is defined by your configuration mgmt process and your change and release management process

Ask your CfM Mgr/Change / Release mgr.

If you are one or all of these three - RTFM and then write the policy, process, etc