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ITIL :: View topic - What should be the default responses from a Change manager
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What should be the default responses from a Change manager

 
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3321
Location: London, UK

PostPosted: Sat Nov 28, 2009 3:54 am    Post subject: What should be the default responses from a Change manager Reply with quote

The default answers should be
1 - No
2 - Follow the change management process
3 - Which part of No did you not understand ? the N or o
4 - This will be discussed at the next Change Board
5 - Sorry. Failing to plan on your part does not mean an Emergency Change can be used
6 - Yes, your project may be important ... to you. But the production environment is more important because it generate money for the company
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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SwissTony
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Joined: Feb 26, 2009
Posts: 118
Location: Geneva

PostPosted: Mon Nov 30, 2009 7:57 pm    Post subject: Reply with quote

John you missed out:

7 - Yes you have completed the RFC correctly including the testing documentation, the impacted CIs, the risk assessment, the planned start & end times, the communication to users, & other criteria, including all approvals - you may now go ahead & implement your change.

However, steps 1-6 will probably be completed prior to achieving step 7.
Wink
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MBU
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Joined: Dec 18, 2008
Posts: 70

PostPosted: Mon Nov 30, 2009 8:02 pm    Post subject: Reply with quote

8- Dear CxO, sorry to insist, but you have to raise a RfC, too, for your new gadget SW installation.
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Timo
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Joined: Oct 26, 2007
Posts: 295
Location: Calgary, Canada

PostPosted: Tue Dec 01, 2009 2:44 am    Post subject: Reply with quote

Can we not just stop at No. 1?

Most of these however imply that a Change Manager should either be rather ballsy or have relatively high position in the company to be saying No and asking all these questions. In my experience I have met way too many change managers who were nothing but figure heads or typing monkeys and were not equipped with the right level of authority to enforce the process policies. The VIP treatment would be the prime example.
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SwissTony
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Joined: Feb 26, 2009
Posts: 118
Location: Geneva

PostPosted: Tue Dec 01, 2009 5:25 am    Post subject: Reply with quote

All process & procedures should be documented within the Change Policy & SOP/s, which require senior mgmt sign-off (CIO etc).

Therefore, the Change Manager should have the backing of senior mgmt to ensure correct procedure if adhered to......and be fully justified in telling the VIP that they cannot have their Change done today because the VIP fudged the planning. Wink
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3321
Location: London, UK

PostPosted: Tue Dec 01, 2009 6:36 am    Post subject: Reply with quote

In all the orgs I work

I only took the role of CM if I have the power

I used the phrase .UNODIR as my guide

for those who know not

It stands for unless otherwise directed

In other words, if they (the senior mgmt) do not tell me I cant , I do

and precedence always win

besides as I have heard

it is always better for ask for forgiven than permission
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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DYbeach
Senior Itiler


Joined: May 25, 2008
Posts: 413
Location: Sydney, Australia

PostPosted: Thu Dec 03, 2009 10:50 pm    Post subject: Reply with quote

I used to have enough coin for a public phone stuck to my desk in one of my previous jobs.
The coins were my way of saying call someone who gives a rat's.
They were stuck to the desk because otherwise someone would no doubt have made off with them

I have also had the old saying displayed - Lack of organisation on your part does not constitute a crisis on mine
_________________
DYbeach
ITIL V3 Release, Control & Validation,
ITIL V3 Operation SUpport & Analysis
PMI CAPM (R)

"In times of universal deceit, telling the truth will be a revolutionary act." George Orwell
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