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Dan asked about the Evaluation process, giving the customer what they asked for but not what they need. Felt the customer should be part of the Evaluation.
Evaluation
http://www.itsmsolutions.com/newsletters/DITYvol3iss29.htm
Evaluation, as you may recall, was one of the 'black holes' ‘black holes’ that ITIL v.2 Change Management somewhat vaguely addressed. It went something like this, "The “The CAB evaluates the impact of the Request for Change (RFC) and makes a recommendation of whether to act upon it."”
ITIL v.3 is much more specific. It discusses how to actually plan, guide and execute the evaluation process, including recognizing the factors an evaluation should consider - – service provider capability, tolerance, organizational setting, resources, modeling & measurement, people, use, and purpose.
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