Why change recording stalls after go live
It rarely stops all at once. It decays, and the decay has a shape.
The usual failure: Only large changes get recorded. The small ones cause most of the incidents, so the change log and the incident log cannot be correlated and problem management has nothing to work with.
It is worth being precise about the difference between not started and decayed. A practice that never began needs a decision. A practice that began and slid back needs to know which week it slid, and who noticed.
What it should look like instead: Every change to a live service has a record, including the small ones, and the record is created before the change rather than reconstructed after an incident.
The measurable version of this is a score that falls between two rounds in one area while the rest hold. That is specific enough to ask three people about directly, which is how it gets fixed.
Do this with Adoption Evidence
One engagement free. Curate the questions, baseline the team, and generate a report where every number traces to a response or a file. No card.
Already have a The Art of Service account? Sign in.