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#TFT12: Rob England

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#TFT12 Presentation: Standard+Case. …

#TFT12 Presentation: Standard+Case.

Standard+Case is about applying a body of knowledge called Adaptive Case Management to ITSM, synthesising it with our existing ITIL process approach. This is an exciting new concept from the IT Skeptic that will radically improve the way we handle responses to any sort of "tickets". Standard+Case is applicable to Problem Management and Change Management (and Event Management...) as well as Service Desk activities. S+C applies to anything that requires a human response: there's either a standard response or there isn't. The S+C approach addresses criticisms of other Service Management approaches like ITIL for being too process-centric and not allowing knowledge workers to be empowered. S+C also provides a good skills path for service desk analysts that fits well with gamification. If you only look at one new idea this year, look at this one. It is an ITSM game-changer.

See Rob's TFT speaker Pinterest board: http://pinterest.com/servicedesk/rob-england/


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  • 1. Standard+caseA universal model for service response Rob england
  • 2. Standard+CaseA universal model for service response v3
  • 3. Standard+Case• Clarifying and expanding the theory• Improving performance• Empowering knowledge workers• Improving morale• Empowering the customer
  • 4. Generic “response” process
  • 5. Standard Models • Request • Incident • Problem • Change
  • 6. CaseManagement • medical • crime • legal • social work • audits • emergency responses • military attacks
  • 7. CaseManagement
  • 8. • a series of execution states Case • states are determined dynamicallyManagement • external events can change the state. • options for action at each state • actions are chosen dynamically • Inputs and outputs decided dynamically • resources chosen dynamically o templates, checklists, content, policy, procedures, tools, people... • states and actions are unpredictable • goals will change as the case develops • planning is part of execution
  • 9. Standard+Case Standard models + Case Management = Standard+Case Model
  • 10. Standard+Casetheres either a standard model or there isnt Standard Case
  • 11. If (XXXXXXXXXXXXXX) XXXXXXElse if (XXXXXXXXXXXXXX) XXXXXXElse if (XXXXXXXXXXXXXX) XXXXXXElse if (XXXXXXXXXXXXXX) XXXXXXElse if (XXXXXXXXXXXXXX) XXXXXXElse :Yikes! Call ExceptionRoutine (“I don’t know what to do”)End if
  • 12. The Cynefin model complex complicated exploratory exploitative unknown knowable unfamiliar disorder chaotic simple unknowable known
  • 13. The Cynefin model thinking complex complicated probe sense sense analyse respond respond disorder chaotic simple act sense sense categorise respond respond action
  • 14. The Cynefin model collaboration complex complicated disorder chaotic simple command
  • 15. The Cynefin model complex complicated Case unknown unfamiliar disorder chaotic simple Standard
  • 16. Standard Case• Routine • Unique• Predictable, repeatable • Non-repeated, unpredictable• Pre-planned by designers • Emergent: plan and workflow• Performed by trained process workers unfold as the case goes along• Revolves around a procedural • Performed by knowledge workers sequence of steps; and transfer • Revolves around knowledge and between people/groups information about the case; and• Controlled by the process designer and collaboration between owner people/groups• Can (and should) be process-modelled • Controlled by the participants• Defined and pre-documented • Cannot be process-modelled• Candidates for automation • Documented as the case proceeds• Candidates for analysis and • Cannot be automated optimisation using statistics and • Can analyse and optimise by observation reviewing on a case-by-case basis• Fragile in unknown exception • Robust in the face of unknown conditions exception conditions
  • 17. People• Collaboration• Empowerment• Skills• Motivation
  • 18. Gamification• Rank the Standard models by difficulty/risk• Give SD analysts training in each model• Give staff a badge for being certified• Some models we prefer they be executed by a certified staff member, some models the staff member must be certified• Only Case-certified staff members ("leveled up") deal with non-standard tickets -> empowered knowledge workers
  • 19. Practices / Process• Emergent• Diversity• Knowledge-centric• Policy and controls• Review• KCS: Knowledge Centred Support• Kanban• Root Cause Analysis: Kepner-Tregoe, Ishikawa...
  • 20. Process
  • 21. Process
  • 22. Improvement
  • 23. Things / Technology• Resources• Ticketing• Workflow• Checklists www.basicsm.com/checklists
  • 24. Tools• Knowledge management• Content management• Collaboration and communication• Ticketing
  • 25. Standard+Case• Clarifying and expanding the theory• Improving performance• Empowering knowledge workers• Improving morale• Empowering the customer
  • 26. Standard+CaseS+C applies to anything that requires a human response:theres either a standard response or there isnt www.itskeptic.org/standard-case
  • 27. WITH THANKS TO OUR SPONSOR bmc remedyforce #TFT returns june 2013

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