ITSM - CHANGE MODULE

[Bruce lee]

Hi ,

   In change module I have sheduled state and that time reschedule button will be visible so my question is who nd all should able to reschedule -> Admin,change_manager then ? Can itil, or  what nd all roles should have that capability 

to Reschedule a change request and please explain with me with reasons with real life scenarios  please frnds

Thank you

[Dr Atul G- LNG · Accepted solution]

Hi @Bruce lee 

The change can reschedule due to many reasons

- 3rd party support not available

- due to sudden change freeze

- Previous change fails

- Team to whom change/ task assigned got another priority change

- vendor backed out due to  any reason

As per my experience., change manager / Admin can move change back to new on click on re-schedule. 

[Dr Atul G- LNG · Accepted solution]

Hi @Bruce lee 

The change can reschedule due to many reasons

- 3rd party support not available

- due to sudden change freeze

- Previous change fails

- Team to whom change/ task assigned got another priority change

- vendor backed out due to  any reason

As per my experience., change manager / Admin can move change back to new on click on re-schedule. 

[Bruce lee]

So only we should give change_manager role right ?not itil or any other role!

[Dr Atul G- LNG]

Correct, please test the same in Dev instance.

[Mark Manders · Accepted solution]

This is a process question. It really depends on your process. I believe it should only be done by the change manager, since it's in his title: managing the change. It doesn't make sense for any one else to do it (you don't want a service desk agent to reschedule a change for which 3 external parties are ready to start deploying).

But: who is the change manager? I have seen companies working with one change manager who literally manages all (it) changes and collaborates with all parties. And I have seen changes being managed by operational staff, where a company can have hundreds of people managing their own changes, with a CAB having the overview and good validations that they don't get in each others way.

So check the process for your client/company and make sure that it can only be done by the person that is responsible for the change itself (you also don't want the change manager responsible for Infra changes, to reschedule an upgrade for marketing software he has nothing to do with.

I do think an Admin should have the possibility to do so (in case of emergency), but just because he can, doesn't mean he should. 

Check the process and set accordingly.