Presented byRyan Ogilvie
What Not to Hear at CAB
The (CAB) Change Advisory Board is a group of people that reviews, prioritizes, schedules, authorizes upcoming changes
IntroIntro
The output of these discussed changes will directly impact your customers, and their ability to achieve their business outcomes
IntroIntro
The discussion in CAB is around assessment, scheduling, priority
IntroIntro
Here's some common excuses and corrections
“What could possibly go wrong”
Oh Yeah….
ExcusesExcuses
Remember how this ended up...
This is a quick 30 second changeThis 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.
This is a quick 30 second changeThis is a quick 30 second change
Make no assumptions
No Customer ImpactNo Customer Impact
Where’s the start button?
Minor user interface changeMinor user interface change
No testing is really neededNo testing is really needed
You knew this image would appear at some point…
No real rollback is needed. No real rollback is needed. This will workThis will work
No real rollback is needed. No real rollback is needed. This will workThis will work
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
People have been putting in doors for years
This is a pretty routine changeThis is a pretty routine change
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
This was tested in Development; we are all goodThis was tested in Development; we are all good
This was tested in Development; we are all goodThis was tested in Development; we are all good
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
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?
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
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
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
RememberThe output of these discussed changes will directly impact your customers, and their ability to achieve their business outcomes
SummarySummary
Questions and Comments
Twitter: @ryanrogilvieBlog: Service Management JourneyLinkedin: ca.linkedin.com/pub/ryan-ogilvie/2b/183/873/
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