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ITIL :: View topic - Change closure codes
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Change closure codes

 
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LesleyMills
Newbie
Newbie


Joined: Jan 10, 2013
Posts: 3
Location: Melbourne, Australia

PostPosted: Thu Feb 07, 2013 1:08 pm    Post subject: Change closure codes Reply with quote

We have the standard codes:
Backed Out
Failed
Rejected
Successful
Withdrawn

But I'm wanting to add a code that covers successful changes (ie they fix what they're supposed to or do what they're supposed to) but also cause incidents. ie they weren't properly tested or planned. I was thinking of a code 'successful but caused issues' or similar and didn't know if anyone has implemented something like this?

Making staff choose between 'failed' and 'successful' they're going to pick 'successful' every time, ignoring the ripple effect their change caused as by their recogning it was a success. Having this new code is more likely to be used if it has successful in it.
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Diarmid
Senior Itiler


Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Fri Feb 08, 2013 7:30 am    Post subject: Reply with quote

Your additional code will allow your staff greater accuracy but the crucial point is what you use the information for. You need a set of codes that will help you to improve your processes.

There are some other threads on this topic:
Definition of Partial Success vs Failure from 2008
Conducting Post-Implementation Review from 2011
Successful change: definition? from 2011
Change failure from 2012

There may be more and I only looked in the Change Management section.
Using "failed" as a code does not do much for proper analysis. For a start do you mean that the implementation failed or that the change did not deliver on its purpose?

Also a change that takes longer and more resources than planned, is still a success by other criteria but you would want to look at the reasons for going over budget and behind the plan.

The same with changes that cause incidents.
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