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How can ITIL service operations framework help you manage change requests?

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Change requests are inevitable in any service operation, but they can also be disruptive, risky, and costly if not managed properly. ITIL, or Information Technology Infrastructure Library, is a widely adopted framework of best practices for service management that can help you handle change requests effectively and efficiently. In this article, we will explain how the ITIL service operations framework can help you manage change requests in four key areas: incident management, problem management, access management, and event management.

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Alexandru Dumitrescu PRINCE2, ITIL, OCP, PSM

Delivery Manager | Service Manager

1 Incident Management

Incident management is the process of restoring normal service operation as quickly as possible after an unplanned disruption or degradation. Change requests can arise from incidents that require a modification or update to the service or its components. ITIL service operations framework can help you manage change requests from incidents by providing a clear and consistent workflow, roles, and responsibilities, as well as tools and techniques for categorizing, prioritizing, escalating, resolving, and reporting incidents. By following the ITIL incident management process, you can ensure that change requests from incidents are handled in a timely, effective, and controlled manner, minimizing the impact on the service and the users.

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Alexandru Dumitrescu PRINCE2, ITIL, OCP, PSM

Delivery Manager | Service Manager
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Both incident management and problem management are very important for any support centre, but sometimes are not properly implemented or not carefully managed which results in a bad customer perception . A key in optimizing both processes would be in choosing the right tool for the support team. By skipping a service management tool and working over emails or chat messages can create chaos and lack of measurement for the workload. But on the other hand I have seen badly implemented tools which cause a very slow process and also a bad perception from the support team and for the customer.

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2 Problem Management

Problem management is the process of identifying and eliminating the root causes of incidents and preventing their recurrence. Change requests can arise from problems that require a permanent solution or improvement to the service or its components. ITIL service operations framework can help you manage change requests from problems by providing a systematic and proactive approach, as well as tools and techniques for analyzing, documenting, resolving, and reviewing problems. By following the ITIL problem management process, you can ensure that change requests from problems are aligned with the service strategy and objectives, and deliver value to the service and the users.

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3 Access Management

Access management is the process of granting or revoking authorized access to the service or its components, based on the policies and requirements of the service provider and the users. Change requests can arise from access management when there is a need to change the access rights or permissions of the users or the service components. ITIL service operations framework can help you manage change requests from access management by providing a standardized and secure procedure, as well as tools and techniques for verifying, granting, modifying, or revoking access. By following the ITIL access management process, you can ensure that change requests from access management are compliant with the service level agreements and the security policies, and protect the confidentiality, integrity, and availability of the service and the data.

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4 Event Management

Event management is the process of monitoring and detecting any changes or occurrences that affect the service or its components, and taking appropriate actions to respond to them. Change requests can arise from event management when there is a need to adjust or optimize the service or its components based on the events. ITIL service operations framework can help you manage change requests from event management by providing a comprehensive and integrated monitoring and alerting system, as well as tools and techniques for filtering, correlating, interpreting, and escalating events. By following the ITIL event management process, you can ensure that change requests from event management are proactive, preventive, and adaptive, and enhance the performance, reliability, and quality of the service and the user experience.

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Alexandru Dumitrescu PRINCE2, ITIL, OCP, PSM

Delivery Manager | Service Manager
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Event management is the key to improve the load in the incident management and avoid critical downtime for your services. So automatization here is the solution by choosing the right tool which will inform the right people, assign the event to the appropriate support area and category, and close/archive the event after it is completed. Events may also immediately be transformed into active alerts or issues that help speed up your logging procedure. So, there’s no longer any effort to remember who deals with what, with automating these routes for you by the event management application.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can ITIL service operations framework help you manage change requests?

1

2

3

4

5

1 Incident Management

2 Problem Management

3 Access Management

4 Event Management

5 Here’s what else to consider

Service Operations

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How can ITIL service operations framework help you manage change requests?

1

2

3

4

5

1 Incident Management

2 Problem Management

3 Access Management

4 Event Management

5 Here’s what else to consider

Service Operations

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