should we keep the same ticket to proceed with the next attempt of release or new ticket should be created? I know there are options but what is the best practice?
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ISO 20000 DOCUMENTATION TOOLKIT
Step-by-step implementation for smaller companies.
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ISO 20000 DOCUMENTATION TOOLKIT
Step-by-step implementation for smaller companies.
Find out more
ISO 20000 DOCUMENTATION TOOLKIT
Step-by-step implementation for smaller companies.
Find out more
Expert
Branimir Valentic
Aug 16, 2017
Answer:
Change ticket should have final result. That could be that change was e.g. rejected, or implemented. In line with that, if change has failed - keep the next attempt in the same ticket. Next attempt belongs to the same change, anyway.
And, don't forget to use number of failed changes as one of the KPI's of the change management process.
To learn more about measuring efficiency of the change management process, read the article:
"How to measure Change Management efficiency according to ITIL" https://advisera.com/20000academy/blog/2016/10/11/how-to-measure-change-management-efficiency-according-to-itil/
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Aug 15, 2017
Aug 15, 2017
Aug 15, 2017