Handling Emergency Changes and Urgent Requests

Wednesday, November 01, 2017 - 2:00 pm3:30 pm

Jeanne Schock, Armstrong Flooring Inc.

Abstract: 

IT emergencies and urgent requests are not the same thing, yet they are often both handled the same way. Emergency changes are required to repair or minimize outages of critical services. Urgent requests come from VIPs, rushed project deadlines or human error. They require normal changes to be expedited. Emergencies and urgent requests are unfortunate realities for which we need to be prepared.

Jeanne Schock, Armstrong Flooring Inc.

Jeanne Schock has a background in Linux/FreeBSD/Windows system administration that includes working at a regional ISP, a large video hosting company and a Top Level Domain Registry services and DNS provider. About 7 years ago she transitioned to a role building and managing processes in support of IT operations, disaster recovery, and continual improvement. She is a certified Expert in the IT Infrastructure Library (ITIL) process framework with in-the-trenches experience in Change, Incident, and Problem Management. Jeanne also has a pre-IT academic and teaching career and is an experienced trainer and public presenter.

BibTeX
@conference {207247,
author = {Jeanne Schock},
title = {Handling Emergency Changes and Urgent Requests},
year = {2017},
address = {San Francisco, CA},
publisher = {{USENIX} Association},
month = oct,
}
Who should attend: 

Teams involved in incident and security response and urgent request fulfillment which require production changes and software releases. Anyone who is frustrated when an urgent request is treated like an IT emergency.

Take back to work: 

Attendees should bring back to work the following practical knowledge and tools:

  • How to build a fast emergency change approval team
  • Process flow diagrams for emergency and urgent changes
  • How to simplify authorization without auditors going nuts
  • Tips for streamlining ticket handling
  • How to handle emergencies that require software changes
  • How to build visual diagrams that communicate at a glance what to do next
  • How to sell the benefits of this scheme
Topics include: 
  • incident response
  • change and release management
  • process and procedure 
  • handling real IT emergencies and urgent requests