Who Raise's the RFC

Discuss and debate ITIL Change Management issues
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Mon
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Wed Sep 28, 2011 8:45 am

Can anyone please advise

Support (2nd Line) identify a problem, support advise development (3rd Line)
what they think the problem is

Development agree with support and a change needs to be done to resolve the problem

Who raise's the RFC Support or Development ?

Support are not doing the change or the business impact , this will be done by Development

I believe the RFC should be raised by the Development team, however, im being challenged as Development believe it should be raised by Support

Thanks
Mon


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Diarmid
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Wed Sep 28, 2011 3:59 pm

Firstly, I'm not sure how you can call development third line. I usually think of these lines as being lines of support.

Secondly, I'm not sure how (in a theoretical sense) development can raise a change, since development's role is to develop things that are requested.

Putting one and two together, and adding your bit about development being primary in the business impact analysis (presumably along with the business), I think that you would have a clearer discussion if the roles were better defined and labelled. If development are really a support level as well as developers, then the two roles must be understood clearly. Think of the case where all development work is outsourced. They third party would certainly not be requesting changes (I hope!).

Who requests a change? Well surely it is the person who will benefit from the change. so, if an application is giving operational problems, then Operations will request the change. If the application is not meeting a business need then the business will request the change. If the application is performing poorly, then the performance manager will request the change. These are not rules, but suggestions of a logical approach, in which the person who feels the need for the change requests it.

In the case you outline, you almost imply that second line support identified the need for a change and asked development to do it if they agreed. Why should second line not raise the request formally? They have certainly taken the view that there is a case for it and demonstrated that they understand the issue and they have an interest in it being done, since it will relieve the support role by reducing the probability of incidents.

I'm not sure if there is complete consistency in the above paragraphs, but hopefully they will help you to think about the question.
Last edited by Diarmid on Tue Nov 01, 2011 12:20 pm, edited 1 time in total.
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Mon
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Thu Sep 29, 2011 6:40 am

Thank you i have a more understanding now and agree with support should raise the RFC if they identify a fault.

The development team are 3rd line support as well and we also have business development who provide 3rd line support on business processes if these for some reason break or cause issues

If, however, support get a call which they cannot resolve, it is passed to development , they identify where the problem is and a change needs to happen would the development person raise the RFC

Thanks
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