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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 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...
Four Strategies for Preventing Dead
Cat Syndrome
Warranty period
Operational robustness
Organisational change
Communicatio...
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...
Rob England, Dead Cat Syndrome by The IT Skeptic
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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 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 of "Rob England, Dead Cat Syndrome by The IT Skeptic"

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