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Rob England, Dead Cat Syndrome by The IT Skeptic

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One of the things ITIL V3 improves is the whole development/production interface, introducing radical concepts like production readiness, acceptance, evaluation... oh and testing. Heady stuff. But …

One of the things ITIL V3 improves is the whole development/production interface, introducing radical concepts like production readiness, acceptance, evaluation... oh and testing. Heady stuff. But something that was omitted from ITIL V3 was documentation of Dead Cat Syndrome: chucking new services across the Production fence like a dead cat.
Operational readiness of new and improved services ensures a smooth transition from Project to Production. ITIL talks about it in a number of places, but I think Operational Readiness needs to be recognised as a practice in its own right, like any other ITIL "process". OR is not (just) about being a gatekeeper to Prod: it's about ensuring readiness throughout the lifecycle. OR provides a positive benefit for the customers, projects, development, and operations, preventing Dead Cat Syndrome.
This presentation has been well received every time. For TFT14 I'll be updating it, with new material on warranty periods (what ITIL hilariously calls Early Life Support).

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Transcript

  • 1. ROB ENGLAND Dead Cat Syndrome
  • 2. DEAD CAT SYNDROME Rob England (The IT Skeptic) v9
  • 3. Operational Readiness Organisational Readiness
  • 4. A reduction in: • incidents • support calls • problems and errors • …and hence costs • reputational damage • other losses and consequences
  • 5. And an increase in • usage • customer satisfaction • staff morale • return on investment
  • 6. 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
  • 7. Four Strategies for Preventing Dead Cat Syndrome Warranty period Operational robustness Organisational change Communication image © Canstockphoto.com
  • 8. Testing Utility Warranty Operational Acceptance image © Canstockphoto.com
  • 9. Warranty period image © Canstockphoto.com
  • 10. Who owns it in the warranty period?
  • 11. Operational robustness image © Canstockphoto.com
  • 12. Operational Acceptance Criteria Non-Functional Requirements
  • 13. image © Canstockphoto.com
  • 14. Organisational change • Transfer of IP • SLAs, OLAs and UCs • Administration roles and procedures • Escalation paths
  • 15. Communication Liaison Service design Project support image © Canstockphoto.com
  • 16. Gate-keeping image © Two Hills Ltd
  • 17. Liaison image © Canstockphoto.com
  • 18. Service design image © Canstockphoto.com
  • 19. Project support image © Canstockphoto.com
  • 20. Project persuasion image © Canstockphoto.com
  • 21. Four Strategies for Preventing Dead Cat Syndrome Warranty period Operational robustness Organisational change Communication
  • 22. image © Canstockphoto.com
  • 23. 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