Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: CHerbert
New Today: 69
New Yesterday: 81
Overall: 143488

People Online:
Visitors: 54
Members: 1
Total: 55 .

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

Note: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


The Itil Community Forum: Forums

ITIL :: View topic - Outsourcing and change ownership
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Outsourcing and change ownership

 
Post new topic   Reply to topic    ITIL Forum Index -> Change Management
View previous topic :: View next topic  
Author Message
Changer
Newbie
Newbie


Joined: Oct 27, 2011
Posts: 1

PostPosted: Thu Oct 27, 2011 10:26 pm    Post subject: Outsourcing and change ownership Reply with quote

Hi

I'm working for an outsourcing company that is managing the infrastructure (servers and DBs) for one of its clients. However, all the applications are supported by the client.
In this mixed environment, sometimes the application support teams need to raise a change where infrastructure have multiple tasks. The application team will raise and 'own' the change and coordinate all the activities assigned to each team.
On the other hand, there are metrics in place for the Change Process and particularly, for failed changes.
The problem is that when one of such 'mixed' changes fails, it's hard to determine who should 'wear' it (in their metrics). Should it be the team that owns the change? Or the team whose task failed?
This topic is becoming really hard to handle as there is a commercial agreement in place and reporting on change activity.

Any suggestions?

Thanks!
Changer
Back to top
View user's profile
Diarmid
Senior Itiler


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

PostPosted: Fri Oct 28, 2011 2:12 am    Post subject: Reply with quote

I would suggest that the metrics put in place were theoretical rather than in reference to anything useful you need to measure. It's all back to definitions and contractual agreements.

A metric for changes failed measures change management.

A measure for changes failed due to poor testing measures test management.

A metric for change failed due to network staff error measures network management.

If different parties have different scope and responsibility you need to set up measures that cover their scope and responsibility.

If you do it on an ad hoc basis (analysing each change as it fails and debating where the cause is) then everyone will argue with one eye on the contract and very little care for reality. So, to fix your problem you need to go back to the contract (mutually) and design a set of metrics that will address the constraints of the contract.

Nothing could be easier Twisted Evil

I'd just like to add that, for everyone who ever asks for a list of "good metrics" or "standard metrics", this is a prime reason why they won't work for you. They might sound good and look good but they are not mapped to your service.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Back to top
View user's profile Send e-mail
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> Change Management All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.