Service Requests and Change Enablement

I was having a discussion with a learner this morning about the difference between Service Requests and Standard Changes.

This learner's organization publishes a list of standard services that users can request via a self-help tool. The Service Request is routed to the Service Desk. The Service Desk reviews the request. If appropriate, the Service Request may be fulfilled by applying a Standard Change that has been pre-authorized by the Change Enablement practice.

By definition, a Standard Change is a low-risk, pre-authorized change that is well understood and fully documented, and which can be implemented without needing additional authorization. Standard Changes must be recorded, possibly as a Service Request. However, each individual change does not require operational oversight by a change authority. ‘Pre-authorized’ means that the procedure for making the standard change has undergone a full risk assessment and authorization. These risk assessment and authorization steps would only need to be repeated if there is a modification to the way the change is carried out.

It is important to note that not all Service Requests are Standard Changes. Service Requests are an important type of user query and can include requests for a service action or information, requests for access to a resource, service, or service offering, and even feedback, such as complaints and compliments. Similarly, not all Standard Changes are Service Requests. Standard Changes can be operational in nature and can include routine housekeeping tasks and updates, installations, moves or changes being performed as part of an internal project, and other low-risk changes that are not "requestable" by users. Any Service Request or Standard Change that presents a higher risk may require reassessment or may be classified as a Normal Change or Emergency Change by the Change Enablement practice.

An efficient Service Request Management practice requires good process integration with the Change Enablement practice. It is also important to provide the Service Desk staff with the training and empowerment to fulfill either Service Requests or apply Standard Changes when appropriate. Requiring both mechanisms to perform one action is bureaucratic. Finally, users must be made aware of available service requests (typically via a Request Catalog) and fulfillment procedures.

In ITIL 4, the relationship between Service Requests and Standard Changes is explored in the following classes:

ITIL 4 Foundation: Provides an overview of key concepts, including the definition and management of Service Requests and Standard Changes within the Service Value System.

ITIL 4 Specialist: Create, Deliver, and Support: Explores in detail the practices related to service management, including handling and processing Service Requests and Standard Changes, and how they support service delivery and support.

ITIL 4 Specialist: Drive Stakeholder Value: Covers the management of stakeholder interactions and the role of Service Requests and Standard Changes in meeting stakeholder needs and expectations.

ITIL 4 Specialist: Monitor, Support and Fulfil: Covers the key concepts of five ITIL Practices: Incident Management, Service Desk, Service Request Management, Monitoring and Event Management, and Problem Management.

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