Posted: Wed Mar 07, 2018 6:28 pm Post subject: Failed Change Process
I am new in operation and ITIL process. few days back i gone through some issue with one change. It's a outage change and application tester lined up for post implementation testing. During change window will get successful test result from application team post implementation but in next business day we received an outage due to this change. While doing P1 investigation we have found that one of the application tester did not test this component which cause this issue.
Now Change manage team want to considered this as failed change as change cause an incident. My question is if the tester test this component we could identify the issue during Change window and resolve it. if it's tester fault then why this change will marked as failed change. Please help me understand.
Joined: Mar 25, 2018 Posts: 2 Location: Sydney, Australia
Posted: Mon Mar 26, 2018 7:02 am Post subject: Failed Change Reply
Hi There, Firstly, a 'Failed Change' is not a bad thing - there is often a stigma associated with the word 'failed' that reflects as something really bad however - from my experience it's often better to back out a change that is not going to work (and mark it as failed) during the implementation window and use the opportunity (as failed Change) to understand the root cause of the failure and work out why this change has failed. This provides the best opportunity for everyone to learn. Fixing the Change during the implementation window is often more of a reactive response and often doesn't allow anyone the time to understand what actually went wrong. Implementing a Change should be a simple process of following the predefined implementation steps as per the agreed approval. I trust this is helpful. _________________ Regards, Kirk.
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