Change or Incident

An open discussion on issues related directly or primarily to the service or help desk.
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Posts: 7
Joined: Thu Nov 05, 2009 7:00 pm

Wed Dec 23, 2009 11:28 am


A request to install a program on the desktop should open a change request or can be considered only a request?

What do you think?

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Posts: 15
Joined: Tue Oct 27, 2009 8:00 pm

Wed Dec 23, 2009 2:33 pm

I believe pre-approved change depending on whether the application has been approved by the business.

Request fulfilment - open a standard or non standard task (request) depending on the application?
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Posts: 16
Joined: Tue Dec 08, 2009 7:00 pm

Thu Dec 24, 2009 3:06 am

I believe installation of a program would fall under the category of a standard change(Pre-approved).

However if the program does not fall under standard change and you are not aware of the risk linked to it ,Ideally it should go through Change order , which you are refrring as change request.
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ITIL Expert
ITIL Expert
Posts: 3639
Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Thu Dec 24, 2009 3:41 am

The answer to the question is as follows

What does your Change management policy state about applications being loaded on the desktop ?

The policy should define what types of changes and examples

the other issues about installation of files on desktop are as follows

policy rights to the machines - user restricted access or what
is application authorized and supported by IT
is it licensed software - seat or blanket license

Now for some detail

A user asking - hey i would like MS Project 2003 installed to my machines
- is a Service Request

The service request will spawn a specific set of actions ./ tasks

If MS project is a limited license s/w - ie only 50 seats / installations, then the actions / task would include some one like that person's manager who would confirm / verify that the individual needs the s/w

this may or may not spawn a change request - depending on what the corp IT change policy is - or the work may merely be a set of tasks to install the work as this is a) a standard change (ITIL) or b) out of scope for Chaneg management

The prime condition is

John Hardesty
ITSM Manager's Certificate (Red Badge)

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