Three Strike Policy Overview

Questions and Answers

When do you follow the Three Strike policy? (Select all that apply)

While waiting for a user confirmation on the resolution (correct)

While waiting for the user information (correct)

While waiting for a vendor update (correct)

While waiting for a change (correct)

What action would you take if a customer requests to execute change for additional CIs not part of the approved change plan?

Inform the Team Lead and perform the change.

Request the customer to raise an emergency CR and proceed with the change for additional CIs only after approval. Also, keep the Change Manager/Team Lead informed on the same. (correct)

Go ahead and accommodate the CIs as there wouldn't require any extra downtime.

Ignore customer requests and proceed with the change as per the implementation plan.

Politely decline the request and inform the customer to raise a new CR for the additional CIs.

Study Notes

Three Strike Policy

The Three Strike policy is a procedural guideline that helps manage follow-up actions in specific scenarios.
It can be followed when there is anticipation for a vendor update, indicating delays in receiving necessary information from external suppliers.
It is applicable when waiting for user information, highlighting a necessary component needed before further actions can be taken.
The policy is crucial during periods where confirmation from the user regarding a resolution is pending, ensuring that follow-ups are structured and organized.
It is invoked while waiting for a change, suggesting that certain decisions or actions cannot proceed until specific modifications are confirmed.

Change Management Process

Change requests (CR) must follow an approved change plan to ensure structured and controlled implementations.
A planned change is executed based on customer approval and a predefined agreement regarding changes to configuration items (CIs).

Scenario Analysis

When a customer requests changes for additional CIs not included in the approved plan:
- Considerations of extra downtime, resource allocation, and risk management are essential.

Suggested Courses of Action

Accommodate the Request:
- Should not be pursued if it leads to unplanned downtime or disrupts the approved process.
Decline the Request:
- Politely communicate to the customer that a new CR is required for any changes outside the approved plan.
- Ensures adherence to procedures and maintains project integrity.
Emergency CR Protocol:
- Request the customer submit an emergency CR for faster processing of urgent changes.
- Proceed with changes only after obtaining necessary approvals to mitigate risks.
- Important to keep Change Manager or Team Lead informed throughout the process for accountability and transparency.
Inform Team Lead Only:
- Performing changes without adequate customer approval or documentation could lead to governance issues.
Ignore Request:
- Not a professional approach; it sets a negative precedent and undermines customer relations.

Key Considerations

Maintain effective communication with stakeholders throughout the change process.
Uphold compliance with change management policies to mitigate risks associated with unapproved changes.
Always document the decision-making process related to change requests for future reference and accountability.

Description

This quiz explores the Three Strike policy that serves as a procedural guideline for managing follow-up actions in various scenarios. Participants will learn about its applications in vendor updates and the importance of user information confirmations during critical periods. Test your understanding of the procedural intricacies and scenarios where this policy is essential.