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Posted: Thu Apr 01, 2010 5:55 am Post subject: Successful Change Definition ?
Ok, there was a senior management change which was obviously followed by a new 'tool' rolled out across the organization and it was meant to optimize the productivity of the staff and increased customer engagement. These are thoughts of the senior management.The change went through the CAB and passed through whopping majority. The change was successful and undisruptive and did no hard to any other CIs . On Monday morning all the staff on the organization saw a new icon on their task bar. They launched it and opened the can of worms. Several issues were reported where the users asked the helpdesk 'how to' questions and also complained about 'performance' issues (since, they didn't have a tool to benchmark the performance levels). This service change can be termed successful but can the service transition be termed successful as well? What should have done to avoid the situation? _________________ regards,
Vivek
"the only statistics you can trust are those you falsified yourself"
Winston Churchill
Joined: May 25, 2008 Posts: 413 Location: Sydney, Australia
Posted: Thu Apr 01, 2010 8:28 am Post subject:
So what are the 4 options and which is the distractor? _________________ 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
is this an exam equestion? _________________ Ali Makahleh
Configuration Management(Blue Badge),
ITILV2 Service Manager(Red Badge),
ITILV3 Expert(Lilac Badge) Certified.
“If you can't describe what you are doing as a process, you don't know what you're doing." W. Edwards Deming.
I survived five more days RP. It looks like an exam question really but it was meant for a KPI which changement never looks into. Piloting is normally eaten away in the transition while helpdesk calls after a change is a change management KPI. However, its mostly for the failed changes. What we fail to understand that successful changes also bring a number of calls. _________________ regards,
Vivek
"the only statistics you can trust are those you falsified yourself"
Winston Churchill
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smarty pants
