Download - 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


Warranty period


Who owns it in the warranty period?

Operational robustness


Operational Acceptance Criteria

Non-Functional Requirements

Organisational change

• Transfer of IP• SLAs, OLAs and UCs• Administration roles and

procedures• Escalation paths

Communication

Liaison

Service design

Project support


Liaison


Service design


Project support


Project persuasion


Four Strategies for Preventing Dead Cat Syndrome

Warranty periodOperational robustnessOrganisational changeCommunication