Change and Haas/SaaS

Discuss and debate ITIL Change Management issues
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Senior Itiler
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Tue Oct 14, 2014 11:48 am

Hi all. It's been a while since I've posted but we have had a recent push due to a company reorg to reinvigorate the change process through various improvement projects (FINALLY!). We have one major project that was just kicked off and I'm in the process of building our 2015/16 roadmaps for further improvement.

One area that I do have a question on however so I can understand how others are doing this, is surrounding Hardware & Software as a service. We are beginning to adopt this model company wide and we have a bad habit of trying to dictate to our service providers on their process and forcing them into our process rather than allowing them to do the job we are contracting them to do. I'm curious for those of you who have this type of IT configuration as to how you manage the risk and process in relation to it. My personal belief that if you have H/SaaS that you go hands off and have a communication process in place as part of the contract but go hands off on the change process since it's being managed in the proverbial cloud.

Any thoughts or suggestions on what you use or what you have seen that works or doesn't work well? Our projects have our global CEO visibility now so obviously I have a career interest in making sure things work right and are effective for both cost, risk management and ease of usage.

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Sat Jun 06, 2015 4:07 am

I guess your query is not answered for a long time . I guess your Road Map is also complete .If this still exists I am keenly interested to discuss on this topic
Kranti Kiran Kumar Gedela

Project Manager - SAP

ITIL® Expert
Lean Six Sigma Black Belt ®
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Senior Itiler
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Wed Oct 14, 2015 3:54 am

I would have expected the cloud service provider to have a change management process in place in order to control changes being made to the cloud infrastructure.For a device to connect to the cloud there will need to be predetermined configuration set for successful connection.
Again, there would need to be a change management process in place in order to control any changes being made to cloud devices.
Any changes taking place within the cloud or devices that connect to the cloud without any form of change control in place has the potential to break service.
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