Joined: Mar 04, 2008 Posts: 1889 Location: Helensburgh
Posted: Mon Mar 28, 2011 10:12 am Post subject:
Was it an outage, or wasn't it?
Do you mean that during the change window services were not being provided?
If service was being provided then an outage is an incident affecting service.
If service was not being provided then the outage was an incident affecting work on the change (and using resource to check out and restore the system). It's still an incident.
In either case you also need a review of the way the change was performed to determine why something unexpected happened. _________________ "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
If there is an outage to the SERVICE during the change window and you have stated "NO OUTAGE" in the change record, This definitely qualifies an incident. It does not matter whether you have restored the system well within the change window or not.
Any disruption to the service should be treated as an incident.
On the other hand, Your change management process needs to be strengthened. CAB should have asked the right questions while discussing about this change and in the event of expecting a service outage during the change can well be thought and captured in the change record to avoid any incident.
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