Comparison of service requests and change requests

This topic describes how service requests are different from change requests. 

Service requests definition

A service request, or work order, is a change to a service or a request for an operational task. Requests for change (RFCs) are not required to implement service requests.

Service requests typically have the following characteristics:

• Approval is automatically granted by the delegated authority.
• The tasks are well known, documented, and proven.
• Authority is effectively given in advance for the change.
• The request is included as part of the service offering.
• The risk is usually low and well understood.

Change requests definition

A change request requires authorization by the BMC Change Advisory Board (CAB). A change request might involve a significant change to the service or infrastructure, or it might carry a high degree of risk. It may also be initiated by BMC SaaS Operations, for example infrastructure changes, or by the customer, for example a request to promote code from one environment to another. RFCs are required to implement change requests. To submit a RFC, use the Request a Change in Support Central. See Change documentation for a complete list of the information you need to provide when submitting a change request through Support Central. 

Examples of service requests and change requests

The following table lists examples of service requests and change requests: