Change Management - Successful or Failure??

Discuss and debate ITIL Change Management issues
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LucyG
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Tue Jul 17, 2018 5:41 am

Hi,

Just putting a feeler out there! There has been ALOT of discussion in my company regarding the successful/failed change.

Does anyone use any other categories, for instance if a change over runs, is that considered a success as it did achieve what is set out to do? Success with issues is being banded around a bit here???

Any thoughts?

L :twisted:


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UKVIKING
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Thu Jul 19, 2018 1:34 am

what does your change management policy states regarding the success criteria for a change

that is all that
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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LucyG
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Thu Jul 19, 2018 3:24 am

Hey John,

Its the policy they are thinking of reviewing and adding another category? What would success with issues actually be????

Cheers
L
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UKIT
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Thu Jul 19, 2018 3:41 am

Just to add.
As stated earlier your Change Management policy will define what constitutes a change as “successful or failure”
The criteria needs to be defined.
I’ve had a similar experience where an approved change was successfully implemented from an IT perspective (Application Software Update)however, the time frame to carry out the work exceeded what was agreed by the CAB. (CAB membership consisting of various senior IT personnel, including the business)

The system needed to be back online by 08:00 but wasn’t actually available to the business until 08:40.
The application in question was subject to “availability management agreements” where a system is contracted to be available to the business for a defined period of time, the 40 minutes of unauthorised downtime negatively impacted the business.

With system availability management being reported on where senior IT Management conduct monthly service review meetings with the business, the unplanned service outage was classified as an IT Incident.
The Change was considered as failed as the approved RFC was subject to a specific time frame which was not met.
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jpgilles
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Thu Aug 23, 2018 10:43 am

My 2 cents...

UKIT is right: a change that negatively affects the service that is supposed to be provided cannot be called "successful".

However, I like the idea of "failed change" meaning that the change could not be implemented (technically speaking) and needs to be re-scheduled.
So another status needs to be defined for changes that are technically implemented , but are not successful in terms of compliance with the SLA.

rgds
JP Gilles
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UKVIKING
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Mon Aug 27, 2018 11:45 am

JP Giles

The definition of a failed change is going to be a contentious issue

A Change may have been successfully implemented -from an IT point of view
However, it can still be a complete failure from a Service, Customer or Business Point of view



It is the responsiblility of the Change Manager through their policy to define the success / failure criteria

As for closure codes in the ticket - well, that should be dealt with at the procedural or work instruction documentation.
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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