Dead cat syndrome: ITSM operational readiness
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Operational readiness of new and improved services ensures a smooth transition from Project to Production. ITIL talks about it in a number of places, but I think Operational Readiness needs to be recognised as a practice in its own right, like any other ITIL "process". OR is not (just) about being a gatekeeper to Prod: it's about ensuring readiness throughout the lifecycle. OR provides a positive benefit for the customers, projects, development, and operations.
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Dead cat syndrome: ITSM operational readiness
- 1. DEAD CAT SYNDROME Rob England (The IT Skeptic) v9
- 3. A reduction in: • incidents • support calls • problems and errors • …and hence costs • reputational damage • other losses and consequences
- 4. And an increase in • usage • customer satisfaction • staff morale • return on investment
- 5. Without proper operational readiness: • IP is lost • operations carries a cost • services are less stable • support unable to respond • changes are a higher risk • operational failures • risk of data loss
- 7. Four Strategies for Preventing Dead Cat Syndrome Warranty period Operational robustness Organisational change Communication image © Canstockphoto.com
- 9. Warranty period image © Canstockphoto.com
- 10. Who owns it in the warranty period?
- 11. Operational robustness image © Canstockphoto.com
- 12. Operational Acceptance Criteria Non-Functional Requirements
- 14. Organisational change • Transfer of IP • SLAs, OLAs and UCs • Administration roles and procedures • Escalation paths
- 15. Communication Liaison Service design Project support image © Canstockphoto.com
- 16. Gate-keeping image © Two Hills Ltd
- 19. Project support image © Canstockphoto.com
- 20. Project persuasion image © Canstockphoto.com
- 21. Four Strategies for Preventing Dead Cat Syndrome Warranty period Operational robustness Organisational change Communication
- 23. Nobody deserves a dead cat Rob England www.itskeptic.org All slides © Copyright 2011-2013 Two Hills Ltd www.twohills.co.nz. All rights reserved