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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