Dead cat syndrome: ITSM operational readiness
23
DEAD CAT SYNDROME Rob England (The IT Skeptic) v9
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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.
Transcript of Dead cat syndrome: ITSM operational readiness
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
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Testing
Utility
Warranty
Operational Acceptance
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Warranty period
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Who owns it in the warranty period?
Operational robustness
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Operational Acceptance Criteria
Non-Functional Requirements
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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
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Liaison
image © Canstockphoto.com
Service design
image © Canstockphoto.com
Project support
image © Canstockphoto.com
Project persuasion
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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
