Rob England, Dead Cat Syndrome by The IT Skeptic

TFT presentations Tomorrow's IT Service Future Today
TFT presentations Tomorrow's IT Service Future TodayPresentations from TFT, 'Tomorrow's IT Service Future Today' à TFT is a 24hr virtual global ITSM conference
ROB ENGLAND
Dead Cat Syndrome
DEAD CAT SYNDROME
Rob England (The IT Skeptic)
v9
Operational Readiness
Organisational Readiness
A reduction in:
• incidents
• support calls
• problems and errors
• …and hence costs
• reputational damage
• other losses and consequences
And an increase in
• usage
• customer satisfaction
• staff morale
• return on investment
Without proper operational readiness:
• IP is lost
• operations carries a cost
• services are less stable
• support unable to respond
• changes are a higher risk
• operational failures
• risk of data loss
Rob England, Dead Cat Syndrome by The IT Skeptic
Four Strategies for Preventing Dead
Cat Syndrome
Warranty period
Operational robustness
Organisational change
Communication
image © Canstockphoto.com
Testing
Utility
Warranty
Operational
Acceptance
image © Canstockphoto.com
Warranty period
image © Canstockphoto.com
Who owns it in the warranty period?
Operational robustness
image © Canstockphoto.com
Operational Acceptance Criteria
Non-Functional Requirements
image © Canstockphoto.com
Organisational change
• Transfer of IP
• SLAs, OLAs and UCs
• Administration roles and
procedures
• Escalation paths
Communication
Liaison
Service design
Project support
image © Canstockphoto.com
Gate-keeping
image © Two Hills Ltd
Liaison
image © Canstockphoto.com
Service
design
image © Canstockphoto.com
Project support
image © Canstockphoto.com
Project persuasion
image © Canstockphoto.com
Four Strategies for Preventing Dead
Cat Syndrome
Warranty period
Operational robustness
Organisational change
Communication
image © Canstockphoto.com
Nobody deserves a
dead cat
Rob England
www.itskeptic.org
All slides © Copyright 2011-2013 Two Hills Ltd www.twohills.co.nz. All rights reserved
1 sur 24

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