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ITIL :: View topic - Failed or Successful?
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Failed or Successful?

 
Post new topic   Reply to topic    ITIL Forum Index -> Change Management
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Casey
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Joined: Jun 28, 2013
Posts: 3

PostPosted: Sat Jun 29, 2013 6:05 am    Post subject: Failed or Successful? Reply with quote

Hello everyone - My first post!

Looking for some guidance if possible?

Scenario: An emergency change is raised for an engineer to swap out a faulty DSLAM card in a telephone exchange as it is suspected to be the cause of a fault (Latency on customer's broadband service).

The card is swapped successfully, however, the latency remains meaning that the line could be at fault or the chassis the card fits into.

How would that change be marked

Failed - although the work was successfully carried out the desired effect was not achieved, therefore, it is a failure.

Successful - The change was completed as per the scope of the change - i.e. the work was carried out as per instructions on the change, however, further work is required under another change to further troubleshoot the issue.

This one is stumping me and I can see an argument for both sides
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Fang
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Joined: Sep 17, 2012
Posts: 13

PostPosted: Mon Jul 01, 2013 5:55 pm    Post subject: Reply with quote

Hi!

I only use failed/sucess/problematic as valid status values for Normal and Standard changes. When it comes to Emergency changes, they are simply marked as 'Approved' (if we agree that the work was indeed an emergency change) or 'Rejected' (if we are about to go hunting the Change Proposer with a large wooden implement) Smile
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3256
Location: London, UK

PostPosted: Tue Jul 02, 2013 5:23 pm    Post subject: Reply with quote

Casey

Your emergency fix was successful.
Your problem is still there - so the analysis of the fault is still on going

Please note that the issue - problem - has determined a solution - the card change - should fix the issue

But, while the solution was executed successfully, the issue is still there

This does happen
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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colleague
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Joined: Jul 03, 2013
Posts: 2

PostPosted: Wed Jul 03, 2013 9:00 pm    Post subject: Reply with quote

UKVIKING wrote:
Casey

Your emergency fix was successful.
Your problem is still there - so the analysis of the fault is still on going

Please note that the issue - problem - has determined a solution - the card change - should fix the issue


I agree!
The change was successful as the intended operation succeeded. (swap card)
However, as Problem manager i would say the root cause has not yet been found and further investigation is needed. Probably sparking a new RFC.
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vabs
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Joined: Jul 15, 2013
Posts: 5

PostPosted: Mon Jul 15, 2013 9:26 pm    Post subject: Reply with quote

I agree this is not a failed change as the intended reason for change was completed without any issue.

This is a successful change and RCA should be in place through problem mgmt. process

vabs
Change Manager
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zenbubble
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Joined: Apr 07, 2011
Posts: 3

PostPosted: Tue Apr 01, 2014 3:26 pm    Post subject: Reply with quote

UKVIKING wrote:
Casey

Your emergency fix was successful.
Your problem is still there - so the analysis of the fault is still on going



This is interesting - I would have called this a failed change.

It all comes down to how you define the objective of the change, really. Was the objective to replace the card (SUCCESSFUL), or alleviate the latency issue (FAILED)?

-Chris
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