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ITIL :: View topic - External Engineer and Change Management
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External Engineer and Change Management

 
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Fang
Newbie
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Joined: Sep 17, 2012
Posts: 13

PostPosted: Tue Dec 04, 2012 8:30 pm    Post subject: External Engineer and Change Management Reply with quote

An acredited engineer from a reputable supplier working in our machine room on an electrical supply board managed to literally burn out all our UPS and routers last week, with the inevitable consquences to services across sites etc. Not to mention the fire evacutaion of the enture building as routers smoked away!

Before this engineer came on site, agreement was sought from all those with kit in the machine room with regard to risk and its mitigation, scheduling and whether the work really needed doing. As far as we can see all precautions were taken. An external Engineer was deemed to lowest risk solution to do essentail work on the power supply, as opposed to our own Ops staff. Now of course, the finger of blame starts pointing.

As Change Manager I must review the present procedures and be seen to come up with new ones. Does anyone have any experience in this area that they would be willing to share?
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3256
Location: London, UK

PostPosted: Tue Dec 04, 2012 9:46 pm    Post subject: Reply with quote

Fang

The risk in regards to this change was not properly classified

Think about the fact of unintended consequences

what if the change goes wrong
what is the impact - worst case scenario

The other comment

I would challenge the facility mgmt and the power Engineer who came in

obviosuly their procedures are what caused the issue

and yes.. we had something similar
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

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