Is it Service Fulfillment Request, Standard Change, or Normal Change?
Change or request type |
Examples |
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Service fulfillment requests are handled exclusively by the request fulfillment process, usually within the Service Desk. These requests do not create a new CI or materially change an existing one. |
· Setting up a user to receive System Center management reports, monitoring alerts, and requests (for example, from Operations Manager, Configuration Manager, or Service Manager). · Adding a new user to specific Active Directory OU or Exchange (mail) DL. |
Standard changes may be handled through the provisioning process if they involve the introduction of a new resource or through the relevant steps of the change management process if they involve a change to an existing resource. They are typically handled by specialist teams outside the Service Desk. Standard changes result in the creation of a new CI or the material change of an existing one. |
· Provisioning a new VM to scale a production service—system and applications are adhering to a governed baseline. · Changing a single or set of system or application System Center pack monitors, alerts, or desired configuration or baseline CIs as part of a tuning and stabilization effort. |
Normal changes are handled through the change management process. They are typically handled by specialist teams outside the Service Desk and always result in the creation of a new CI or the material change of an existing one. |
· Adding a new vendor or custom System Center pack to the management system (Operations Manager, Configuration Manager, or Service Manager). · Changing a vendor set CI in the baseline: the change of Microsoft’s default value for Windows Server 2008 for “Maximum password age” (42 days) to the custom desired values of 90 days. · Self-provisioning a temporary lab system for testing or training (for example, using VSTS Lab Manager). |