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ITIL :: View topic - Question on Standard Change
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Question on Standard Change

 
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Syona
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PostPosted: Fri Jan 11, 2013 3:13 am    Post subject: Question on Standard Change Reply with quote

If a Standard Change has caused an outage (within or outside the change window) then can it still be considered a Standard Change? If yes, then how many times is a Standard Change allowed to cause outage?

Thanks-syona
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UKVIKING
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PostPosted: Fri Jan 11, 2013 6:15 am    Post subject: Reply with quote

Syona

What does your policy state for a standard change ?

That is all that is relevant.

If the outage that occurs is part of the standard change, then if the critieria and impact (outage) accepted as part , then it is a standard change

Consider desk / laptop windows updates, they usually require a reboot and most companies make it a standard change once the board / policy deem it so.
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Diarmid
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PostPosted: Fri Jan 11, 2013 6:55 am    Post subject: Reply with quote

To cover the other case:

if this was an unscheduled outage (i.e. something went wrong), then, just like anything else going wrong with a "standard" change, the the procedure for that change should be reviewed and it should no longer be a "standard" change until the reason is determined and any remedial action taken to prevent recurrence.
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Plonka
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PostPosted: Fri Jan 11, 2013 11:08 am    Post subject: Reply with quote

There is no law that says a standard change cannot include an outage.

That said and as Diarmid says, if the outage was due to a failed change, i.e. something went wrong, it should come off the list of standard changes until it is reviewed and the underlying cause is understood and remediated.
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Syona
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PostPosted: Wed Jan 16, 2013 12:00 am    Post subject: Reply with quote

gotcha ! thanks for the response !! one of our Standard Change has caused multiple outages in the past including sev1 incident. Looks like we would need to remove it from Standard Change category as it is not safe to the environment.

Another quick question - What should be the criteria for considering any CI as a critical CI? We have already identified some points tho.
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Plonka
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PostPosted: Wed Jan 16, 2013 12:30 pm    Post subject: Reply with quote

The criticality of a CI generally comes down to business impact. The question I ask is "what is the impact to the business if this CI fails?"

If the answer is that it will cause critical impact to business functions (e.g. orders can't be filled or shipped, or 50 people can't work without it, etc.), then the CI is critical.
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