What Not to Hear at CAB

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Week after week the Change Manager in your organization hears all the excuses for why details may be lacking in your change records. Here is a lighthearted look at a few of my favorites, why we continue to see them and the remedies for what ails them

Text of What Not to Hear at CAB

  • 1. What Not to Hear at CAB Presented by Ryan Ogilvie

2. Intro The (CAB) Change Advisory Board is a group of people that reviews, prioritizes, schedules, authorizes upcoming changes 3. Intro The output of these discussed changes will directly impact your customers, and their ability to achieve their business outcomes 4. IntroThe discussion in CAB is around assessment, scheduling, priority Oh Yeah.What could possibly go wrong Here's some common excuses and corrections 5. Excuses 6. This is a quick 30 second change Remember how this ended up... 7. This is a quick 30 second change Despite a quick change what are the implications of quick, and how much work could be created (prevented) as a result. 8. No Customer Impact Make no assumptions 9. Minor user interface change Wheres the start button? 10. No testing is really needed 11. No real rollback is needed. This will work You knew this image would appear at some point 12. No real rollback is needed. This will work 13. This is such a small change, not even sure why we need to record this Define small. 14. This is a pretty routine change People have been putting in doors for years 15. But we have done this a million times Even if your success rate is 99% that is still 10000 failures in a million 16. This was tested in Development; we are all good 17. This was tested in Development; we are all good 18. Words you really don't want to hear Shouldn't Doesnt sound very certain Question to ask is why wont it? How can we ensure that this wont happen 19. Words you really don't want to hear Probably Sounds like you are running the odds rather than implementing a change How are we mitigating any risk if any issues should arise? 20. Words you really don't want to hear Might(see shouldnt) 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 21. Words you really don't want to hear I think similar to probably this implies that not all the details are verified VERIFY THE DETAILS and get them QUANTIFIED 22. Words you really don't want to hear N/A and TBD Generally, if these are in the RFC more thought is required to be put into this change before reviewing at CAB 23. Summary Remember The output of these discussed changes will directly impact your customers, and their ability to achieve their business outcomes 24. Questions and Comments Twitter: @ryanrogilvie Blog: Service Management Journey Linkedin: ca.linkedin.com/pub/ryan-ogilvie/2b/183/873/