Three Strike Policy Overview

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.