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Our irregular War Stories returns, with a story about a network I worked on with strict change control, but high technical debt. What should have been a simple fix became far more pain than it should have been. Lesson learned: next time just leave things alone. I’m sure the ITIL true believers loved their process, but did they realise it stopped people fixing problems?
A classic problem: Duplex mismatch
I spotted a duplex mismatch with one of the services I was responsible for. Throughput was low, and the NIC was showing late collisions. Classic mismatch. Should be an easy enough fix, right? Whoa there son. This is an ITIL shop. No changes without an approved change request!
Logging Changes: An Exercise in Frustration
Change policy at this company was for a lead time for one week for most systems, or two weeks for some ‘important’ systems. Changes had to be submitted and approved before the deadline. There was no reason for the delay. Nothing happened during those two weeks, there was no extra review, you just had to wait, because that was the process.
This company had a Change Management system built on top of a main-frame application. Seriously? Yes, seriously. But it was Continue reading