Service disruption occurs when change and release management collisions occur.
How do we prevent these collisions from occurring in the first place?
Even the most sophisticated teams are subjected to these problems; why?
No matter how much planning and automation you have, there are still outages!
Now the service desk is getting hammered with calls and a VP is irate over not being able to reach his “key” system. No one is happy. The world is on fire!
We planned. We strategized… We have GREAT tools! We have GREAT PEOPLE! We AUTOMATE!!!
Why? Why me? Why us?
While you may have planned accordingly, followed the good practice handbook to the letter and thought you understood the decisions in the CAB, you still had collisions. Why?
Because you made decisions based on incomplete information.
There are MANY systems of record that hold critical information related to service delivery. That information is often not all in a single database — such as your ITSM system.
Vacation and business event information? It’s in your messaging system (Exchange).
Customer specific case information? It’s in your CRM (Salesforce.com).
Release information? It’s in your ITSM system (ServiceNow).
If key data related to change/release decisions is not all in the same system, the effort to correlate it may be painful and time-consuming, but; ultimately it is worth it if service is improved. Figure out how to get it correlated — even if it is a spreadsheet. Reduce the risk by knowing what is what.
We built Kinetic Calendar to enable real-time visibility into key data from multiple applications. it’s more important than ever to be able to cross reference data from those systems. Request a free demo here.
Cassy Lueneburg