Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: uoashmwa82
New Today: 9
New Yesterday: 140
Overall: 131699

People Online:
Visitors: 52
Members: 3
Total: 55 .

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

Note: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


The Itil Community Forum: Forums

ITIL :: View topic - Supplier event management
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Supplier event management

 
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk
View previous topic :: View next topic  
Author Message
milligna
Itiler


Joined: Oct 27, 2008
Posts: 34

PostPosted: Fri Apr 24, 2009 10:27 am    Post subject: Supplier event management Reply with quote

Hi Brainstrust!

I've been working with an IT organisation who has a third party supplier of a critical infrastructure service which is used in turn to provide a critical service to the business. The supplier has a process in place for providing notifications of both planned and unplanned events affecting their service. The IT org has right of veto/approval in the third party owned change process (which is fine) but I can't quite figure out which internal itil aligned process this knowledge should be funnelled through.

Event management fits the unplanned outage events - no problems there, but for the planned outages - should they be handled via event Management or change Management? Does it make sense for the effort of managing forward schedule calendars etc to be duplicated in the IT change management process as well as the customer process? Or do we need to "roll our own" sort of Event Management practices for the planned outage notifications?

I would love to hear your thoughts.
Back to top
View user's profile
Diarmid
Senior Itiler


Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Fri Apr 24, 2009 5:47 pm    Post subject: Reply with quote

This has been thrashed out before somewhere in the forum.

In simple terms a planned outage is a scheduled operational action, just like a backup or a system closedown. If you cannot restrict such outages to agreed maintenance slots, then you have work to do in agreeing them with your customers when they are proposed, but essentially they are a scheduling issue.

An outage is never a change in a meaningful way (although rescheduling a planned outage is a change in every meaningful way). Even if the reason for the outage is to apply a change, the outage itself is not a change.

I'm not sure about the concept of notification and approval of unplanned events. If you get early warning of something that was not meant to happen, then it is unlikely to be avoidable, and so approval is moot.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Back to top
View user's profile Send e-mail
milligna
Itiler


Joined: Oct 27, 2008
Posts: 34

PostPosted: Mon Apr 27, 2009 9:31 am    Post subject: Reply with quote

This particular organisation is a life or death organisation, so no matter how well planned the outage is, the business gets to say yay or nay to an outage imediately before and even during the outage depending on the business risk. (for this particular service, cancelling an outage is possible most of the time apparently).

My concern is how to set up a process mechanism for allowing the interface between the business and the supplier for the "go/no-go" point immediately before the outage.
Back to top
View user's profile
Diarmid
Senior Itiler


Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Mon Apr 27, 2009 3:17 pm    Post subject: Reply with quote

This is totally a business process that you require.

1. When the outage is first planned and approved, the appropriate business authority is clearly appraised of the value of the outage (benefits to be accrued, costs, costs of delays, actual impact on service/s, point at which proceeding becomes quicker than regressing etc.)

2. This business authority is the final sign-off before pulling the plug and is provided access to operational manager involved throughout. (so scheduling of outage includes scheduling availability of business sign-off authority.

I.e. your mechanism is formal sign-off process and open communications channel.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Back to top
View user's profile Send e-mail
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.