RFC Content & Approach (Mature CM Processes)

Discuss and debate ITIL Change Management issues
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JAL
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Fri Sep 09, 2011 11:02 am

Hi,

Just wanted to get some objective views on how other CMs/SMEs govern and manage RFCs, and what the stance, approach, policy or process is when dealing with RFCs which do NOT conform to those set standards.

For Example - I implemented a formal document which details what information MUST be stipulated within a given RFC (Full Normal, not Standard).

Once the Change Management Team receive RFCs at Classification via a dedicated workflow tool (NOT PAPER BASED) they will fully assess the change, ensure fit for purpose, contains the correct level of information, include relevant sign-offs etc, etc.

The Problem i have is that some people firmly believe that unless the RFC is perfect at classification, or 1st base then its rejected, which i disagre with. More commonly these are passed back to the change raiser to address the shortfalls.

I personally am a firm believer in a phased approach (Full Normal, exc Emergency RFCs) which ensures that RFCs are raised at the earliest opportunity and key information is added over time by the Suppliers, or Technical authorities, especially given the fact that alot of CRs are non-technical.

Be good to get some views and suggestions on how others are doing it.
Regards


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UKVIKING
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Fri Sep 09, 2011 11:40 am

In regards to your first issue

The Problem i have is that some people firmly believe that unless the RFC is perfect at classification, or 1st base then its rejected, which i disagre with. More commonly these are passed back to the change raiser to address the shortfalls.

My answer is - what does your process / policy document say about this

if it does not say anything .. then that is the reason for the different deicision trees

It there fore it needs the defintion,
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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JAL
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Fri Sep 09, 2011 11:53 am

Hi,

Thanks for the swift response:

"My answer is - what does your process / policy document say about this

if it does not say anything .. then that is the reason for the different deicision trees

It there fore it needs the defintion,"

The policy states that currently that should the change not be fit for purpose then it requires re-work or rejection.

The intention of the statement was to understand how other organisations deal with this type of scenario, especially as policy documents are sometimes to rigid etc.
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