Guest user Created: Aug 16, 2017 Last commented: Aug 16, 2017

Failed change

ITIL & ISO 20000

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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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

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