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ITIL :: View topic - incidents caused by change
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incidents caused by change

 
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verus
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PostPosted: Thu Feb 04, 2010 10:23 am    Post subject: incidents caused by change Reply with quote

is there anywhere I can find a documented figure from a professional body (e.g. HDA) that has a % of incidents caused by change figure?

I have been searching the web and have come up with nothing so far.
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UKVIKING
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PostPosted: Thu Feb 04, 2010 6:43 pm    Post subject: Reply with quote

That's because there is no standard for this
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Change Management is POWER & CONTROL. /....evil laughter
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Diarmid
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PostPosted: Thu Feb 04, 2010 7:55 pm    Post subject: Reply with quote

Why would the Hardwood Distributors Association have figures on IT incidents?

Seriously though, verus, there are many threads discussing the reason why it is hard to find "industry" or "standard" figures for service statistics and the reason why they would be of absolutely no use to anyone if they did exist.

At least one of those threads is current: Question about event and incident - although you have to go half way down the thread to find the relevant points.

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verus
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PostPosted: Fri Feb 05, 2010 12:04 pm    Post subject: Reply with quote

Thank you.

While I know that the answer is 'there is no data', I have a project manager who is insistant that there is, and the figure is around 80%.

I am sure you have all come across people like this before where your answer is never correct, so referring to another location is useful.
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UKVIKING
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PostPosted: Fri Feb 05, 2010 4:56 pm    Post subject: Reply with quote

it could be for his projects

that 80% of his project changes causes incidents
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Diarmid
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PostPosted: Fri Feb 05, 2010 8:03 pm    Post subject: Reply with quote

What is s/he wanting to do with that mis-information anyway?

If s/he is giving you grief:

- ask to see the source and then demonstrate s/he is comparing apples with hand grenades.

- make the point that while the figure remains above 1% for your organization, there is room for improvement.
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ChangeOfficer
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PostPosted: Sat Feb 06, 2010 12:47 am    Post subject: Reply with quote

Would probably be most beneficial to accurately measure the impact of change in your organization and drive continual improvement.
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Mickey04
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PostPosted: Sat May 15, 2010 1:39 am    Post subject: Reply with quote

If a Change exceeds the Change Window, Is it a Service Interruption (Incident) ?
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Diarmid
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PostPosted: Sat May 15, 2010 2:25 am    Post subject: Reply with quote

Could be.


The best approach would be for someone from first line to yell at the change team until they got the finger out.

Seriously. Why complicate matters? Change implementation is already under management control and are well aware of the time (I hope). So manage it where it is and get it sorted soonest. There should have been contingency planned anyway.

The issue is availability, not incident per se.

If your modern sophisticated software can only record unavailability via an incident record, then I dare say you will have to raise one in order to record the facts, but that does not mean performing incident management, it just means setting up some records in the computer system.

Afterwards there will not be an incident review; there will be a change review.
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