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Following on from ITIL fundamentals theory, an engineer turns up one evening at your Data Centre to hot-swap some failed drives in a server. You check your local Change/Incident/Request management application and indeed find an approved Change for the stated piece of work. It all looks good, however, even though the engineer does possess an active site access card - she does not have signed Site Access paperwork. Should you let her into the Data Centre? You do understand the work is of a critical nature.
No. Even though the Change has been approved by CAB, and you know the engineer - you must adhere to ITIL principles. No Site Access paperwork - no access.
Yes. You know the engineer as she has performed previous Changes and does have an active access card. You let her in to do the work, however, will report the matter to the Duty Manager when they start their shift at 07:30 the following morning.
ITIL principles are fundamental to great Change process control and execution. You cannot compromise or waver in this. If necessary, perhaps escalate to your Manager if you can reach them within the allowed Change window time. Meanwhile, ask the engineer to take a seat and wait. Under no circumstances should you compromise process integrity by making one-off allowances here and there.
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