Application Changes?

Discuss and debate ITIL Change Management issues
Post Reply
User avatar
Posts: 1
Joined: Mon Dec 05, 2011 7:00 pm

Tue Dec 06, 2011 4:38 pm

Where do they fit in ITIL? Do they start as a Service Request or Change Request? or neither?

To me, application changes are planned changes; an enhancement to an existing application or development of a new application. They can be initiated by either a business user or IS user.

Thanks in advance for your thoughts!

User avatar
ITIL Expert
ITIL Expert
Posts: 3639
Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Wed Dec 07, 2011 5:07 am

The short answer is IT Depends

Are you talking about an application like MS Windows APplication services or are you talking about an application like Oracle, SAP, Remedy where the customer customizes the base tool to meet the requirements

Most MS applications are actually services on the system - Mail, web, etc are merely services. You configure the tool to meet your requiremetns and structure. Once built and delivered to the customer as a service, then any adjustments would fall under change control - based on the policy of the CM & RM

As for customized applications, there are two kinds of changes -

additional services or feature changes - which would follow some sort of programme or project management path to production. Any suggested changes to the app would go through a review process outside of Operational CM. This would be more oriented to programme development

application fault changes - where there is a need to change some thing that exists because it does not work or is not working as it should.

The former would go through the project path, then release management for testing then through the CM process for production deployment

The latter would go through a development patch- similar to the project patch - but more geared to fixing faults in the app and then release and then change
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Post Reply