Service Management World

Breakfast Briefing 5: Emergency, 911!: Dealing with Emergency Changes

Wednesday, November 13 at 7:30 AM

How often has your change manager, your service delivery manager, or (worse) your CIO observed that there seem to be far too many emergency changes in your environment? How many of those "emergencies" were truly hair-on-fire moments? How many were simply administrative or governance failures? If your organization's "emergencies" fit into that latter category, you need to more clearly define what constitutes an emergency change, implement a new type of RFC, layer in governance to the change process, and hold change owners more accountable for accuracy. If your organization struggles with too many RFCs being classified as "emergencies" this session is for you.

Doug Rabold

Owner

Bold Ray Consulting

Doug Rabold is founder of Bold Ray Consulting. He has extensive experience in service management, IT operations, sales, employee development, and employee engagement. A lifelong learner, Doug is a Lean Six Sigma Yellow Belt and holds many other industry certifications, including ITIL Foundations, HDI Problem Management Professional, HDI Technical Support Professional, HDI Support Center Manager, and Knowledge-Centered Support Principles. He was a finalist for the 2018 HDI Manager of the Year Award and the People's Choice Award winner that same year. He's currently serving as a national officer on the Help Desk Chapters, Inc. board and as a member of the Cherwell Customer Advisory Board.