DevOps and Operational maintenance activities

[Diane22]

I am an ITSM resource looking for guidance as it pertains to Operational activities for example:

- group modifications (when a decision table is used in a workflow)

- add, remove, modify choices on a drop down list

-  modify the to list of an existing notification

and the like ...

From my perspective, these are needed with a quick turnaround, while respecting our developers release cycles.

Looking at the diagram provided, it's seems "heavy" to have, what we call Operational maintenance, go through ideas, strategic assessment,  demand pipeline, etc and also with the inclusion of the needed resources to triage (BRM's for example)

It is a 'demand', however, not same as a demand for a new product, or an enhancement to an existing product (ie: new functionality) ... 

I'll go "shopping" in the University area to see if an on demand DevOps module can provide insight in the meantime. But would love to hear how others handle these simple operational request that require the engagement of a developer, in real life.

thoughts?

[Robert H · Accepted solution]

Hello @Diane22 ,

You are correct, it would be far too much overhead if each small modification would have to be requested through an Idea and go through the full process.

The examples you have mentioned match the criteria of a "Standard Change" (low risk, low effort, follows well-known procedure). So one approach would be to offer them through the Service Catalog, e.g using Standard Change Templates, or a regular Catalog Item with choices like those you have mentioned. That way it would even be possible to automate some of these scenarios (e.g. updating the recipients of a Notification).

Regards,

Robert