Enhancement vs. Standard Change

[Maureen Roberts]

We are about to launch an Enhancement request that will be accessible to all end users, regardless of their role, so that they can request minor enhancements from the development teams.  However, one of our teams needs to receive requests for configuration changes as well.   Is it possible to make a Standard Change request available to all users on the service portal?  Or do you need to have an ITIL license to see this type of request?

[Matthew_13]

Hi Buddy,

 This comes up a lot when teams start opening intake to a broader audience from my experience.

From an ITIL standpoint, Standard Changes aren’t really meant to be requested by end users directly. They’re pre-approved, low-risk changes that IT executes through a defined process. Typically, the business doesn’t initiate them as changes — they submit a request, and IT determines whether it fits a Standard Change pattern.

For your scenario, the more aligned approach could be like:

• Let all users submit an Enhancement / Configuration request through the portal.

• Route that to the appropriate team.

• The team then decides: fulfill as a request, or execute it as a Standard Change internally.

That keeps governance clean and avoids users having to understand change types.

On the licensing side — yes, visibility into Change Management including Standard Changes is usually tied to ITSM/ITIL roles. End users without those roles generally interact through the Service Catalog not directly with change records.

So basically you might be able to surface something, but operationally and from an ITIL best-practice perspective, it’s better to keep Standard Changes owned by IT and use a portal request as the front door.

@Maureen Roberts - If help you answer, Please mark Solution Accepted and Thumbs Up.

[Itallo Brandão · Accepted solution]

Hi @Maureen Roberts,

No, they do not need an ITIL license to submit the request. Since a Standard Change template is just a Record Producer, you can make it available to "Any User" via User Criteria on the portal.

While they can submit it, the default ACLs (Access Control Lists) on the change_request table usually require an ITIL role to read the record. This means users might submit the form and immediately see a "Security Constraints" error or be unable to track the ticket status afterwards unless you adjust those permissions.

If this answers your licensing question, please mark it as Accepted Solution.

Best regards,
Brandão.

[Maureen Roberts]

Thank you. 

[Maureen Roberts]

Sorry, one more question.  What about a universal request for intake?  Could a universal request be "converted" to a standard change?  Thank you in advance