ICT Service Management

Exercises Lecture 5

Chapter 16
Change handling
Classify the following changes:

● Replace a faulty PC keyboard

● Connect a time registration station to the Ethernet network
● Replace the failing Internet router
● Upgrade the administrative server database software to the next version
● Install 100 TByte of extra disk storage in the disk storage unit
● Install an end user desktop PC
● Install a network printer

1
Assess change requests

Assess the following change requests. Are they acceptable? What priority should they receive?

Requestor James Randi (network system engineer)

Type of change:
Proposed priority:
Resource id:
Desired modifications:
Motivation:
Effort estimate:
Proposed schedule
Urgent
Urgent
Network switch 02551245
Replace by new switch (part nr 02551865)
5 switch ports malfunction
1 hour
Friday night 22h – 23h

Requestor Marina Vervaeke (end user, finance department)

Type of change: Normal
Proposed priority: Normal
Resource id: none
Desired modifications: Install desktop PC with Microsoft Office + network
Motivation: New employee working in finance department
Effort estimate: 1 hour
Proposed schedule Before next Monday

Requestor Sarah Pelckmans (security officer)

Type of change: Urgent
Proposed priority: Urgent
Resource id: User U004252
Desired modifications: Reset password
Motivation: Intranet access blocked
Effort estimate: 5 minutes
Proposed schedule Before tomorrow

2
Requestor Michele Trump (change manager)
Type of change: Normal
Proposed priority: Normal
Resource id: SAP back-up procedure
Desired modifications: Apply back-up procedure modifications (see attachment)
Motivation: More frequent back-ups of SAP are needed in the future
Effort estimate: 0,5 hour
Proposed schedule 1st of next month

3
Change Committee Agenda

Amend the agenda of the next change committee meeting

4
Scope and impact of incidents

Assess the scope and impact of these incidents. Then classify them as minor/major/disaster.

● A user cannot logon to the e-mail server

● A fire in the technical room, destroying the complete server hardware
● The data link between headquarters and the main sales office is down
● The CEO called that her laptop has just been stolen
● One of the two local printers in the HR department does not print any more
● The local river is swollen and water is entering the data center building

5
Operations processes

Which operational process would handle each of these situations:

● A user calls to complain that his PC does not work

● A user successfully logs on
● During the last four months there was a permanent shortage of disk storage, leading to
many user complaints
● A new PC needs to be installed and made operational
● A new PC has been installed and made operational
● The upgrade of the operating system of the administrative server needs to be approved
and planned
● A router detects a loss of carrier on a data link