@Tom-Levinson Hi, I think I agree that it depends.
I think that most users would raise service requests through the Service Desk practice and Service Request Management practice, and that these would become Standard Changes, because they are low risk and pre-defined, and so can become low-risk and pre-authorised Standard changes.
But bigger changes are ones that are called Normal Changes and then it depends who in your organisation you want to raise the Request for Change (RFC).
In my organisation, working under ITIL v3 at present, if I wish a change then I can raise the RFC directly, and then my change enablement colleagues take it through the change advisory boards (CAB) to seek approval for it. Sometimes/often I ask my colleagues for help in putting my RFCs onto our (forward) change schedule, after I have written a customer briefing document to describe the RFC.
ITIL is not prescriptive, so you can chose which roles in your organisation would raise the RFCs, but user roles often raise them through the Service Desk practice and the Service Request Management practice.
Cheers, Tony
