Change Failure

Discuss and debate ITIL Change Management issues
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Thu Jan 05, 2012 2:17 pm

What happens or what are the next steps if a Change implemented fails? Who is responsible?

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ITIL Expert
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Fri Jan 06, 2012 1:01 am

Answer 1: it's in the books.

Answer 2: it's how these are specified in your policies and procedures.

Answwer 3: whatever was defined in the change plan.

Answer 4: whatever you think appropriate.

Responsible for what? - the failure? the remedial action? the planning? the policies and procedures? the change?
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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Sat Jan 07, 2012 2:52 pm


'Back out plan' is the section in the 'change plan' which answers your first question. But before that.. define 'fail'

I believe your 2nd question is searching for role responsible for failure:

My answer: It depends! (who is visible to whom??)

Some examples for responsible roles:

SDM / change manager - towards the customer
Change manager / team manager - towards SDM
Technician / technical approver / Tester - towards change manager / team manager
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