I've been testing some similar ideas, and while I agree that a CRQ is the best approach from a process standpoint for enhancement requests, the extra fields available on the Work Order screen are nice. If you need to report on your backlog of enhancement requests, it seems much easier to do so when you have extra fields available to track things like business justifications. At least in my organization, Change Management is 90% there or so, and the remaining stuff can probably be handled via customizations without too much effort.
One of the things I did with Change Management was to add a "Custom" tab that we use to add custom fields and workflow to. For example, I added a field to track who tests Change Requests, and if you fill the field out the person is added as an approver on a custom approval phase so we have an actual approval record of their testing rather than just attaching a document to Work Info. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Nathan Aker Sent: Tuesday, May 29, 2012 4:33 PM To: [email protected] Subject: Re: Service Request versa Change Request ** I cannot speak on BMC's behalf, but I can tell you ITIL does not delve into work instructions or any tool specifics which is where this question lies. ITIL would consider the process as a whole regardless of which technical component is fulfilling it. I think this is going to fall into your organization's preference and what works well with your process. ITIL basically just dictates the progression through Request for Change and into a full Change Request which, from a process perspective, you could accomplish via either option. As you stated, you can host the "Submit an Enhancement" request in SRM and handle approvals there if you desire (though I personally would go ahead and create a CRQ and handle via Business Approval phase in the CRQ as it will allow you to capture all change requests in the Change Mgt module, even if they were denied... using approvals in SRM won't create the CRQ if the request is denied). SRM will become the intake point and then create the CRQ upon approval (if you configure the approval in SRM). I personally don't see any need in your use case to generate a work order for the Application Enhancement example, though you are correct there would be a number of work orders for a New Employee Onboard use case. Nathan Aker ITSM Solution Architect McAfee, Inc. From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Mike Ilmer Sent: Tuesday, May 29, 2012 4:16 PM To: [email protected] Subject: Re: Service Request versa Change Request ** Actually the Work Order (module) contains the work details and assignment to the fulfillment group(s). This work order request may have an additional tasks or the set of tasks and task groups. For instance the New Hire request may have up to 20 different tasks depends on the new hire's role. It may include setup ID, get network, get phone, configure PC, etc. Also, the user the new application's functionalities. The Service Request (after approval) may create the work order that defines details of the request, or it may create the change request, that says that an application should be enhanced. We are straggling with the case 2. We can discuss our opinions (that could all be correct), however I would be interested in the BMC's official recommendation and how it aligns with the ITIL. Regards, Mike From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Nathan Aker Sent: Tuesday, May 29, 2012 4:38 PM To: [email protected] Subject: Re: Service Request versa Change Request ** In Option 1; what is the work that is being done in the Work Order? If it is simply authorization, then approval of the Change this is accounted for already in the CRQ with the Business/Technical approval phases up front, then the change is developed, and when ready for deployment it is scheduled and enters the Implementation approval phase for approval to deploy. Deployment can then either be handled under your Change process or via an enterprise release process. Unless the Work Order is managing some external process/work effort everything you are describing sounds like one simple change; moving from request for change, through authorization, into planning/development, then scheduling/implementation approval , to deployed, then verification. My 2 cents. Thanks. Nate. Nathan Aker ITSM Solution Architect McAfee, Inc. From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Mike Ilmer Sent: Tuesday, May 29, 2012 3:14 PM To: [email protected] Subject: Service Request versa Change Request ** Hi List, Need help with the ITIL definition of using the Service Request versa Change Request. Option 1: 1. When user submits request for an enhancement, this should be the Service Request with the corresponding WorkOrders. 2. When work is done, then group should submit the Change request (CRQ) for the production migration. Option 2: 1. The other approach is that user have to submit the Change Request for the implementation the new functionalities. 2. When work is done, then the fulfillment group should submit the Change request (CRQ) for the production migration. Does anyone have an official ITIL recommendation what to use (work order or CRQ)? The third option is to submit the service request that creates the Change Request and then continue #2. Regards, Mike _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . 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