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Friday, March 27, 2009
Differences between standard changes and service requests:
Standard changes are routine changes (known risk, defined procedures) to configuration items. This means that these changes are registered against the CI record in the CMDB.
Although the risk with these changes is usually minor, it is still important to registed rfcs against these changes in order to keep the cmdb up to date and to track modifications to the baseline configuration. This information can be very valuable to the incident management and problem management processes.
Examples of standard changes include things such as server builds, file system creations, storage allocations, packaged software deployments, opening of firewall ports etc.
Service Request are requests made for addition, removal or modifications of non-configuration items. This can include password resets, service account creation, and non-source code application configurations.