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Major Change Management

September 2, 2010 • ITIL V3 Application Support Q & A

Hi Bob :)
I’m analyzing Changes Data Base of my company.
I’ve a doubt with the Major changes tickets management; because 1 RFC (major) content a lot of minor Changes…
No one will see these minor changes (and work) in the metrics
Is correct ?
Thank you very much Bob.

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One Response to Major Change Management

  1. Bob Anderson says:

    Pablo, If I understand your question correctly, all changes regardless of size must be contained within the Change Management Database. Size is not necessarily relevant to business impact nor business benifit. Additionally if any change tickets are missing, the metrics for those tickets will also be missing. Having holes in the metrics associated with any changes (application, infrastructure or Help Desk) is not a good thing. Decisions will be made from partial data. Remember the old saying: “For lack of a nail the horse shoe is lost, for lack of the horse shoe the horse is lost for lack of the horse the message did not get to the general, for lack of the message the WAR WAS LOST.”    What may appear to be only a very small thing may have profound and far reaching impact on the business. TRACK AND MEASURE EVERYTHING! Log entries in such a manner that descrete changes can be identified and measured.  Bob

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