This is partially an SDP question and partially an ITIL question.

We have requests that have come in. Some are specific requests for change (bugs that need to be fixed).  Others may be feature requests that need further research and analysis.  I understand that in some models, larger requests become projects and in other scenarios smaller requests are analyzed as part of the change management process.

My question is, does this happen before the change request process?

1. Is a service request "converted" to a change request?

2. Is a larger service request "converted" to a project request?

3. Is the original SR closed and the new type (change/project) opened, or does the SR remain open until the change has been implemented?

Thanks for your feedback.

Sincerely,

Adam