What Not to Hear at CAB
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Transcript of What Not to Hear at CAB
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Presented byRyan Ogilvie
What Not to Hear at CAB
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The (CAB) Change Advisory Board is a group of people that reviews, prioritizes, schedules, authorizes upcoming changes
IntroIntro
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The output of these discussed changes will directly impact your customers, and their ability to achieve their business outcomes
IntroIntro
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The discussion in CAB is around assessment, scheduling, priority
IntroIntro
Here's some common excuses and corrections
“What could possibly go wrong”
Oh Yeah….
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ExcusesExcuses
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Remember how this ended up...
This is a quick 30 second changeThis is a quick 30 second change
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Despite a quick change what are the implications of “quick”, and how much work could be created (prevented) as a result.
This is a quick 30 second changeThis is a quick 30 second change
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Make no assumptions
No Customer ImpactNo Customer Impact
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Where’s the start button?
Minor user interface changeMinor user interface change
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No testing is really neededNo testing is really needed
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You knew this image would appear at some point…
No real rollback is needed. No real rollback is needed. This will workThis will work
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No real rollback is needed. No real rollback is needed. This will workThis will work
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Define small….
This is such a small change, not even sure why we need This is such a small change, not even sure why we need to record thisto record this
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People have been putting in doors for years
This is a pretty routine changeThis is a pretty routine change
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Even if your success rate is 99% that is still 10000 failures in a million
But we have done this a million timesBut we have done this a million times
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This was tested in Development; we are all goodThis was tested in Development; we are all good
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This was tested in Development; we are all goodThis was tested in Development; we are all good
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Shouldn't
Words you really don't want to hearWords you really don't want to hear
Doesn’t sound very certain
Question to ask is why won’t it?
How can we ensure that this “wont” happen
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Probably
Words you really don't want to hearWords you really don't want to hear
Sounds like you are running the odds
rather than implementing a change
How are we mitigating any risk if any issues should arise?
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Might
Words you really don't want to hearWords you really don't want to hear
(see shouldn’t) If the might is something that is getting
business signoff (accepted risk) Ensure the front line staff get the rundown of how to
handle the situation
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I think
Words you really don't want to hearWords you really don't want to hear
similar to probably this implies that not
all the details are verified
VERIFY THE DETAILS and get them QUANTIFIED
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N/A and TBD
Words you really don't want to hearWords you really don't want to hear
Generally, if these are in the RFC more thought is required to be
put into this change before reviewing at CAB
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RememberThe output of these discussed changes will directly impact your customers, and their ability to achieve their business outcomes
SummarySummary
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Questions and Comments
Twitter: @ryanrogilvieBlog: Service Management JourneyLinkedin: ca.linkedin.com/pub/ryan-ogilvie/2b/183/873/