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Question
Friday, January 20, 2012 9:51 AM
Hi all,
this is a purely theoretical question, without the attachment to SCSM.
What is the difference between change requests and service requests? Is there a hard black line dividing them, or is it a wide gray zone open for interpretation? If so, how do you interprete?
Greetings,
Saulius
SCSM-apprentice
All replies (3)
Friday, January 20, 2012 8:36 PM âś…Answered | 3 votes
Service requests are based on service/request offerings in a service catalog. The content, the required information and the process to fulfill a service offering are predefined and published. A service catalog can be compared to a shop for it services the it department offers to the consumer/customer. The customer/consumer can choose an offering, fill in the needed information and "order the service" for instance via self-service portal. Also the impact, cost and risk of a service/request offering are known and predefined. Typical service offerings are for instance: "Request a new user account", "request access to ressources", "request software from a catalog", "request a virtual machine", "request new hardware from an existing hardware catalog (mobile phone, laptop, ...)". In summary a service request is like "go shopping".
A change request is more generic and can contain almost everything you can think off. Changes of or on it components (hardware, software), bringing in new or retiring old it components, requests for new software (not listed in a service or software catalog) and many more.The impact, risk and costs aren't known before and are different in each change request. These will be rated during the change management process. Typical change requests are "Install a new service pack or hotfix for it components", "retire it devices and implement new components", "implement a new it service", "upgrade all clients or server with new os","rollout a new business application". Basically the change management covers all changes on configuration items that are not predefined in a service catalog.
I hope this make sense and is helpful.
Andreas Baumgarten | H&D International Group
Tuesday, July 26, 2016 3:42 PM
Great description. Thank you.
Monday, January 9, 2017 6:45 PM
Very good description. This has always been my understanding.