Joined: Jan 03, 2007 Posts: 189 Location: Redmond, WA
Posted: Mon Apr 02, 2007 12:03 pm Post subject:
My definition of a Failed Change is one that generates unexpected (or unforeseen) Incidents. The Impact of the Incident may need to be High for me to consider the Change a Failed Change (or some other scale of Incident Priority), but remember that the goal of Change Management is in part to "Minimize the impact of Change related Incidents". If an implemented Change fails to meet the goal of the process, then I would consider it to be a Failed Change.
I would put Changes that had to execute the approved Back Out Plan in a different category than Failed Changes.
I would also say that is important to keep metrics on both categories.
Joined: Sep 16, 2006 Posts: 3498 Location: London, UK
Posted: Fri Apr 06, 2007 6:38 am Post subject:
A failed change to me is a change that did not do what it supposed to do and it was either backed out... or the change had to be modified so it would work (another change)
a system upgrade to add memory.... but the memory addition did not allow the system to restore cleanly.. additional h/w or s/w is needed to accomplish
If the additional work was minor... then I may let it go but if the additional work was major.. no... it failed.. and needed to be re-done with the additional work...
The Change mgr.. has to use his/her judgement as well in line with his./her relaationship with the various groups.. he should work with the team and get data / info to make teh decision.. but if teh change mgmr says it fails .. it fails.
teh change manager shoudl be the authority.... backed up by mgmt, _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
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