{"id":22,"date":"2014-03-28T19:41:52","date_gmt":"2014-03-28T19:41:52","guid":{"rendered":"http:\/\/itiltopia.com\/?p=22"},"modified":"2014-03-31T19:41:05","modified_gmt":"2014-03-31T19:41:05","slug":"question-concerning-the-service-desks-involvement-with-updating-cis","status":"publish","type":"post","link":"http:\/\/itiltopia.com\/?p=22","title":{"rendered":"Service Desk’s Involvement with Updating CIs"},"content":{"rendered":"
From the ITIL Community Forum<\/a><\/div>\n
Q:<\/span><\/p>\n

I have a question concerning the Service Desk’s involvement with updating CIs in the CMDB. Is it the\u00a0role of the Service Desk to update a CI to correct inaccuracies? And if so, should an RFC be opened for the corrections to the CI?<\/p>\n<\/div>\n

A:<\/span><\/p>\n

I would have to argue that the Role of Updating CIs is very likely a distributed one in a large organization. This is because large organizations are going to have a distributed Change Management structure.\u00a0All updates to a CI should be traceable to a RFC. This may be a Standard Change that doesn’t have to go through the overhead of a Change Control Board, but still there should be a RFC for every CI update.<\/p>\n

In large organizations, the Change Management process is usually a hierarchical structure based on region or the organization’s divisions. This means that many different people might be authorized to open Standard Changes. Since Standard Changes are pre-authorized for the individual opening the RFC, the subsequent update of the CI is in effect also pre-authorized.<\/p>\n

This means that the Service Desk personnel might, in fact, be authorized to update a CI. But, that level of authority is actually controlled via Change Management’s delegation of opening Standard Changes.<\/p>\n

In a perfect world (ITILtopia), the actual updating of the Status or Attribute of a CI would be updated auto-magically upon the submission of the Standard change.\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

From the ITIL Community Forum Q: I have a question concerning the Service Desk’s involvement with updating CIs in the CMDB. Is it the\u00a0role of the Service Desk to update a CI to correct inaccuracies? And if so, should an RFC be opened for the corrections to the CI? A: I would have to argue …
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