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ITIL :: View topic - Accept/Reject a Sev1 which occur due to planned change
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Accept/Reject a Sev1 which occur due to planned change

 
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Kadu112
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PostPosted: Fri Nov 14, 2014 9:42 pm    Post subject: Accept/Reject a Sev1 which occur due to planned change Reply with quote

Need experts advise on a particular scenario; this may be unusual but would like experts view on the same.

An authorized change was carried out to enhance one of the web systems. In the due course, first portion was successful but 2nd portion failed. And unfortunately, roll back was not possible and we had to shut down the system to install the 2 part successfully. Business was aware of this sudden deviation, but not all users were aware and broadcast was not put on the site. However, this seemed to have led to the P1, during the change correction course.

Also resolution took longer time than the agreed down time(Business didnít though agree with total down time).

Can a P1 be accepted as part of Service Operations(assuming Strict SLAs and Penalty for P1s) when there are issues with deployment, even though a DR is invoked to correct the change.

How can such situation be handled in apt way and can a P1 be accepted which occurs due to mishap in planned changes ?
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