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ITIL :: View topic - Successful Change Definition ?
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Successful Change Definition ?
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viv121
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Joined: Dec 15, 2007
Posts: 113

PostPosted: Thu Apr 01, 2010 5:55 am    Post subject: Successful Change Definition ? Reply with quote

Ok, there was a senior management change which was obviously followed by a new 'tool' rolled out across the organization and it was meant to optimize the productivity of the staff and increased customer engagement. These are thoughts of the senior management.The change went through the CAB and passed through whopping majority. The change was successful and undisruptive and did no hard to any other CIs . On Monday morning all the staff on the organization saw a new icon on their task bar. They launched it and opened the can of worms. Several issues were reported where the users asked the helpdesk 'how to' questions and also complained about 'performance' issues (since, they didn't have a tool to benchmark the performance levels). This service change can be termed successful but can the service transition be termed successful as well? What should have done to avoid the situation?
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Vivek
"the only statistics you can trust are those you falsified yourself"
Winston Churchill
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DYbeach
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Joined: May 25, 2008
Posts: 413
Location: Sydney, Australia

PostPosted: Thu Apr 01, 2010 8:28 am    Post subject: Reply with quote

So what are the 4 options and which is the distractor? Twisted Evil
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DYbeach
ITIL V3 Release, Control & Validation,
ITIL V3 Operation SUpport & Analysis
PMI CAPM (R)

"In times of universal deceit, telling the truth will be a revolutionary act." George Orwell
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thechosenone69
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Joined: Jun 06, 2007
Posts: 268

PostPosted: Thu Apr 01, 2010 8:11 pm    Post subject: Reply with quote

is this an exam equestion?
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Ali Makahleh
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ITILV2 Service Manager(Red Badge),
ITILV3 Expert(Lilac Badge) Certified.

“If you can't describe what you are doing as a process, you don't know what you're doing." W. Edwards Deming.
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rpmason
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Joined: May 25, 2007
Posts: 105
Location: USA

PostPosted: Thu Apr 01, 2010 11:25 pm    Post subject: Reply with quote

I have a sneaking suspicion that it's April 1st where Viv lives.
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DYbeach
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Joined: May 25, 2008
Posts: 413
Location: Sydney, Australia

PostPosted: Fri Apr 02, 2010 7:54 am    Post subject: Reply with quote

Laughing smarty pants
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DYbeach
ITIL V3 Release, Control & Validation,
ITIL V3 Operation SUpport & Analysis
PMI CAPM (R)

"In times of universal deceit, telling the truth will be a revolutionary act." George Orwell
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viv121
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Joined: Dec 15, 2007
Posts: 113

PostPosted: Wed Apr 07, 2010 2:37 am    Post subject: Reply with quote

I survived five more days RP. It looks like an exam question really but it was meant for a KPI which changement never looks into. Piloting is normally eaten away in the transition while helpdesk calls after a change is a change management KPI. However, its mostly for the failed changes. What we fail to understand that successful changes also bring a number of calls.
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Vivek
"the only statistics you can trust are those you falsified yourself"
Winston Churchill
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