Post on 15-Jan-2015
description
DEAD CAT SYNDROMERob England (The IT Skeptic)
v9
Operational Readiness
Organisational Readiness
A reduction in:• incidents• support calls• problems and errors• …and hence costs• reputational damage • other losses and consequences
And an increase in • usage • customer satisfaction • staff morale• return on investment
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
Four Strategies for Preventing Dead Cat Syndrome
Warranty periodOperational robustnessOrganisational changeCommunication
image © Canstockphoto.com
Testing
Utility
Warranty
Operational Acceptance
image © Canstockphoto.com
Warranty period
image © Canstockphoto.com
Who owns it in the warranty period?
Operational robustness
image © Canstockphoto.com
Operational Acceptance Criteria
Non-Functional Requirements
image © Canstockphoto.com
Organisational change
• Transfer of IP• SLAs, OLAs and UCs• Administration roles and
procedures• Escalation paths
Communication
Liaison
Service design
Project support
image © Canstockphoto.com
Gate-keeping
image © Two Hills Ltd
Liaison
image © Canstockphoto.com
Service design
image © Canstockphoto.com
Project support
image © Canstockphoto.com
Project persuasion
image © Canstockphoto.com
Four Strategies for Preventing Dead Cat Syndrome
Warranty periodOperational robustnessOrganisational changeCommunication
image © Canstockphoto.com
Nobody deserves a dead cat
Rob Englandwww.itskeptic.org
All slides © Copyright 2011-2013 Two Hills Ltd www.twohills.co.nz. All rights reserved