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:arslist@ARSLIST.ORG] On Behalf Of Nathan Aker Sent: Tuesday, May 29, 2012 4:38 PM To: arslist@ARSLIST.ORG 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:arslist@ARSLIST.ORG] On Behalf Of Mike Ilmer Sent: Tuesday, May 29, 2012 3:14 PM To: arslist@ARSLIST.ORG 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"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
