Question : Customer Managed Activity
Hi Bob, Continuing on the question i posted yesterday. I understand your comment and we have actually done that. It is a reactive approach and we now want to move to a praoctive approach and want to understand if these activities should be managed under the change process or Incident Mgmt or Service Request etc.
Amiet, I would put it under the “Incident” process and track dates, number of occurrences, how much lost time, cause (who did it). You will need data for management if the practice has to stop. If you want to be “proactive” in stopping this practice” you must capture business impact as well as impact on IT resources. Create an appropriate report with lost time, cost, business interruption etc. and present to appropriate management. Since you only know about the activity AFTER it has occurred, the only think you can possibly do is to escalate this to management with all appropriate “impact” and root cause data. This is about as much as you can do Does this answer your question. Bob