Words and Phrases
Register RFC (process ST 2.1)
An individual or organizational group that requires a change can initiate a Request for Change (RFC). Change requests can be initiated as part of a variety of management processes, including User Interaction Management, Incident Management, and Problem Management. Each RFC must be registered in an identifiable way. Service Manager provides change templates that standardize and speed up the Change Registration process. RFCs are received from requestors. In some cases, RFCs are logged on the requestor’s behalf. For example, a business unit may require additional facilities. Another scenario may be that the Problem Management staff initiates solution for an error from several other sources. All RFCs are reviewed for completeness and accuracy. There may be additional information that must be entered into the RFC log prior to further processing.
The following user roles can perform Change Registration:
- Change Requestor
- Change Coordinator
Details for this process can be seen in the following figure and table.
|
Process ID |
Procedure or Decision |
Description |
Role |
|---|---|---|---|
|
ST 2.1.1 |
Raise and Log RFC |
All RFCs received are logged, provided with a unique identification number. Any other relevant information about the change request is also recorded. If the change request is in response to a trigger, i.e., a resolution to a Problem Record (PR), then the reference number of the triggering document is retained for traceability. The change is categorized (Standard, Normal, or Emergency) at the time of logging. |
Change Requestor |
|
ST 2.1.2 |
Change Category? |
If this is a Standard Change, it will follow the Standard Change processes. If this is a Normal Change, it will follow the Normal Change processes. If this is an Emergency Change, it will follow the Emergency Change processes. |
Change Requestor |
|
ST 2.1.3 |
Perform RFC Assessment |
The Change Coordinator receives the RFC and assesses it to determine whether it is valid. The RFC is rejected if:
Note The activities of logging and categorizing an RFC may be delegated to a Change Coordinator if desired. |
Change Coordinator |
|
ST 2.1.4 |
Valid RFC? |
The Change Coordinator determines whether the RFC is valid. |
Change Coordinator |
|
ST 2.1.5 |
Reject RFC |
The Change Coordinator updates the RFC with an explanation of the rejection, and notifies the requestor. |
Change Coordinator |
|
ST 2.1.6 |
Assign Change Owner |
The Change Coordinator looks for resources and assigns a Change Owner. |
Change Coordinator |
