Question : Customer Managed Activity
If a customer is powering down equipment at his site and it will bring down the services during that time, should this be recorded as a change. You will not have any control over this activity and this activity is managed by the customer himself. These activities may have an impact to other customers also. I am talking about telecom equipment like Mux, router etc.
Amit, first of all why is the customer powering down the equipment? This should be brought to the attention of management and a very strong note sent to whoever is doing this. If they are doing it on their own without any instruction to do so and it affects other users it must be logged as an Incident and escalated to management with the appropriate information on how many users it caused disruption and if it affected business operations and for how long. Additionally, you should track all the time IT support spent trouble shooting this incident as it represents “wasted time and money” if it disrupted business operations indicate how many people and what business functions were not available – Do a best guess cost or impact to the company and forward this documentation along with the incident to the appropriate level of management. Let the numbers speak for themselves. Bob