Guest user Created: May 17, 2022 Last commented: May 17, 2022

Failed Change

ITIL & ISO 20000

I want to ask about a failed Change. The activities were implemented properly but upon implementation, there were incidents stemming from the change. Will this merit an Incident Report submission, or are the actions plans taken, RCA should be covered by the Change PIR?

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Branimir Valentic May 17, 2022

Incidents (based on failed change) should be recorded as incidents. Since you know that incidents are caused by poorly implemented change – I assume you know the root cause. If not, resolve the incident and open a problem to find out the root cause. And eliminate it.

PIR should analyze the whole case to learn why did this happen and what to do not to repeat it. Improvement or corrective action should follow up.

Number of incidents based on the implemented change is a good KPI for the process (efficiency).

See the article „Post Implementation Review – Buzzword, or mighty tool?“ https://advisera.com/20000academy/blog/2015/02/03/post-implementation-review-buzzword-or-mighty-tool/ to give you few ideas related to PIR.

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May 17, 2022

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