10 golden rules to enhance it prod with no impact on business :
face unplanned disturbances and implement prepared upgrades
4 Rules to enhance Incident Management
Rule #1 : For any incident, restoring the service must be the absolute priority, without neglecting to collect the logs.
Rule #2 : For P1,P2 or P3 incidents, the first action to restore the service is to communicate with / inform the Operations Manager of the concerned department / country.
Rule #3 : Any action undertaken while troubleshooting an incident must be decided collectively.
Rule #4 : If there is an incident, the list of recent changes must be reviewed and a preventive rollback deemed to be the best option.
6 Rules to enhance Change Management
Rule #5 : Any change must be raised in the tools with the appropriate level of information.
Rule #6 : Any change must be correctly prepared (review, approval, tests, rollback).
Rule #7 : Before any execution, the operator must verify if the change is approved. In case of any doubt, they must escalate to management.
Rule #8 : The outcome of the change must be validated by a post implementation test.
Rule #9 : Any discrepancy in the change’s execution (timing or actions) must be escalated to management.
Rule #10 : Communication must be ensured at every stage, before, during and after the change.
