Much like their blissed-out mascot, Zendesk have such a confident omnipresence on social media that I often forget they’re a startup. With over 15,000 users worldwide they’ve embarked on a lap of Asia-Pac with a series of bootcamp and benchmarking workshops. As the Knowledge Bird, I wear a few hats and one of them is as a Zendesk administrator and customer support manager for a client, so I thought I’d go along for a bit of schooling.
I’ve spent the holiday period going over the Change Management process in the 2011 ITIL® Service Transition book. I know! It’s fun isn’t it?! Anyway, I remarked on Twitter that the definitions for the types of change requests (188.8.131.52) is rather confusing. Here’s the excerpt in question (from page 65 of the digital edition):
There are three different types of service change:
- Standard change A pre-authorised change that is low risk, relatively common, and follows a procedure or work instruction.
- Emergency change A change that must be implemented as soon as possible, for example to resolve a major incident, or implement a security patch.
- Normal change Any service change that is not a standard change or an emergency change.
It’s also worth noting that a standard change would not require a change request form to be filled out, as the term “pre-authorised” alludes to.
Thanks to the HDAA, the Knowledge Bird went to Sydney last week for the three day foundation course in ITIL v3. They were kind enough to bestow a free course on me, having won the White Paper of the Year, at this year’s Australian itSMF conference.
Who knew such dry material could be so fascinating?