Documenting causes When Pilots Fail - ITIL Configuration Management

Dig beneath the symptoms of failure to find the underlying causes. You might find processes that were inadequately or incorrectly defined, team members who didn’t receive adequate training, tools that failed to provide needed functions, or even requirements that were poorly specified.

Whatever the reasons for failure, the reasons need to be documented until the root cause is well understood. This can be enhanced by inviting people outside your team to participate .Ask your peer managers or stakeholders or a IT quality team of your organisation to help you understand what were the root causes of failure. Documenting those causes and put up the corrections in a mini pilot project plan to keep configuration management database on track.

Some incidents could be resolved with configuration data, but others didn’t even have enough basic data to enable the technician to find the right CI. If you are faced with long-term action items, you need to announce to the organization that although configuration management is a great thing to do, your organization is not yet mature enough to accomplish it. Then go work on the long-term action items and come back to configuration management after those issues are taken care of.

And when your action items are all complete, whether in the short term or after some time, you should run another pilot. It is important to have a successful pilot before moving on to a wider scale roll out of your configuration management service. This is especially true after you’ve had a failed pilot because the confidence in the team and of the team will both need to be bolstered. The full recovery cycle is documented in Figure.

full recovery cycle

Recovery from a failed pilot is possible.

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