Rob England, Dead Cat Syndrome by The IT Skeptic

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

Four Strategies for Preventing Dead

Cat Syndrome

Warranty period

Operational robustness

Organisational change

Communication

image © Canstockphoto.com

Testing

Utility

Warranty

Operational

Acceptance


Warranty period


Who owns it in the warranty period?

Operational Acceptance Criteria

Non-Functional Requirements


• Transfer of IP

• SLAs, OLAs and UCs

• Administration roles and

procedures

• Escalation paths

Communication

Liaison

Service design

Project support


Liaison


Service

design


Project support


Project persuasion


Four Strategies for Preventing Dead

Cat Syndrome

Warranty period



Communication

Rob England, Dead Cat Syndrome by The IT Skeptic

Business

Transcript of Rob England, Dead Cat Syndrome by The IT Skeptic