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ITIL :: View topic - ECAB
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ECAB

 
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kwinston
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Joined: Oct 30, 2007
Posts: 16

PostPosted: Thu Nov 15, 2007 11:43 pm    Post subject: ECAB Reply with quote

I'm very curious how other organizations have structured their ECAB.

What methods are used for communicating emergency change requests after hours? Does anyone have problems with responsiveness after hours and consequently changes made without proper approval?

Thanks in advance for your input!
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Mark-OLoughlin
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Joined: Oct 12, 2007
Posts: 306
Location: Ireland

PostPosted: Fri Nov 16, 2007 12:03 am    Post subject: Reply with quote

Hi,

if you cannot guarantee that someone can provide an emergency approval after hours you will get unauthorised changes.

Do you have a duty manager system where by one manager is "on call" over a given time period (generally a week) to deal with issues that arise? This is the same principal as on call at a technical level. If so they should be used for ECAB out of hours.
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kwinston
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PostPosted: Fri Nov 16, 2007 2:14 am    Post subject: Reply with quote

We have a manager on call, but the managers involved are only responsible for the Service Desk. I'm not sure they would understand the risks of a change well enough to make the approving call.

I believe the process is to call the owning group of the system/service that is down and escalate to them...essentially the director of that group can be responsible for the emergency change approval.
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Mark-OLoughlin
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Location: Ireland

PostPosted: Fri Nov 16, 2007 3:00 am    Post subject: Reply with quote

Hi,

if you can get the owning group of the system/service that is down to be available on a rota for approving ECAB changes that is excellent. The issue is with consistency of getting someone available for all systems / services. If there is an overall director that is willing to ensure he take the call even better.

What you could do it a bit of both. Have the duty manager (SD on call manager) take the call - if they are on call they have to answer the phone anyway. They can then help with getting approval for the change from whoever needs to approve. They could be given the authority to also approve less impacting out of hours changes.

You would need to have a contacts list for all the system/services detailing who makes the call on emergency changes. Generally the higher you go the easier it is. If duty manager calls director the director should know who under him to get up out of bed and get involved in the process.

Also having the duty manager / service desk manager involved in the process helps as they can inform the service desk and support teams of the activity that went on in case there is impact to the service desk the following morning (if its not a 24hr desk).
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