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#TFT12: Robert Falkowitz

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Beyond Firefighting: Advanced Techniques in Incident Management ...

Beyond Firefighting: Advanced Techniques in Incident Management
In an advanced organization, the resolution of incidents should be considered already in the service design phase and tested during the service transition phase. What are the techniques that allow you to resolve incidents quickly and within a predictable time-frame?

See Robert's TFT speaker Pinterest board: http://pinterest.com/servicedesk/robert-falkowitz/

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#TFT12: Robert Falkowitz #TFT12: Robert Falkowitz Presentation Transcript

  • beyond firefightingtechniques for advanced incident management Robert s. falkowitz
  • Beyond Firefighting Techniques for Advanced Incident Management Robert S. Falkowitz Director, Concentric Circle Consulting robert@3cs.ch obert@3cs.ch @R_Falkowitz www.3cs.ch / blog.3cs.ch 12012.12.05 © Copyright 2012 Concentric Circle Consulting. All rights reserved. Version 1
  • To whom is this presentation addressed? ● People who want to learn the basics of incident resolution 22012.12.05 © Copyright 2012 Concentric Circle Consulting. All rights reserved. Version 1
  • To whom is this presentation addressed? ● People who want to learn the basics of incident resolution ● People who want to apply a service management framework 32012.12.05 © Copyright 2012 Concentric Circle Consulting. All rights reserved. Version 1
  • To whom is this presentation addressed? ● People who want to learn the basics of incident resolution ● People who want to apply a service management framework ● People who want to be world class incident resolvers  42012.12.05 © Copyright 2012 Concentric Circle Consulting. All rights reserved. Version 1
  • Goals of Incident Management ● Restore normal service ● Restore it as rapidly as possible ● Minimize the impact of incidents on the business 52012.12.05 © Copyright 2012 Concentric Circle Consulting. All rights reserved. Version 1
  • Main Issue in Incident Management No matter what we do, we can prevent only some incidents from happening. There will always be incidents. 62012.12.05 © Copyright 2012 Concentric Circle Consulting. All rights reserved. Version 1
  • Other Issues in Incident Management ● We learn by doing. We learn how to resolve a certain type of incident by resolving those incidents. ● We make mistakes in resolving incidents, even when we supposedly know how. ● We dont know for sure who can resolve an incident until we have succeeded in resolving it. ● We learn only generic troubleshooting techniques; we do not learn resolution techniques 72012.12.05 © Copyright 2012 Concentric Circle Consulting. All rights reserved. Version 1
  • Incident Models A defined series of steps to manage an incident, including :What symptoms to collect How to classify How to resolve Error Diagnosed Repaired Error Detected Logistics Recovered Ended To whom to assign How to recover Predictable, shortened duration 82012.12.05 © Copyright 2012 Concentric Circle Consulting. All rights reserved. Version 1
  • Resolution Time The duration from detection to resolution (not the same as “repair time”) Error Diagnosed Repaired Error Detected Logistics Recovered Ended Resolution Time 92012.12.05 © Copyright 2012 Concentric Circle Consulting. All rights reserved. Version 1
  • Agreed Resolution Time based on Priority Priority = f(impact, urgency) Urgency Deadline Error Diagnosed Repaired Error Detected Logistics Recovered Ended Best Resolution Time (as fast as possible) 102012.12.05 © Copyright 2012 Concentric Circle Consulting. All rights reserved. Version 1
  • Agreed Resolution Time based on Incident Type Every incident type is potentially different Incident type Estimated date/time identified of recovery published Error Diagnosed Repaired Error Detected Logistics Recovered Ended Estimated Estimated resolution time resolution retrieved time tuned 112012.12.05 © Copyright 2012 Concentric Circle Consulting. All rights reserved. Version 1
  • Using Failure Mode and Effects Analysis (FMEA) ● MIL-STD-1629 “Procedures for Performing a Failure Mode, Effects and Criticality Analysis” (out of date) ● SAE J-1739 200901 “Potential Failure Mode and Effects Analysis in Design (Design FMEA), Potential Failure Mode and Effects Analysis in Manufacturing and Assembly Processes (Process FMEA)” (http://standards.sae.org/j1739_200901) 122012.12.05 © Copyright 2012 Concentric Circle Consulting. All rights reserved. Version 1
  • FMEA Approach (adapted) Output to Model Output to Model Normal service What should How likely is it definition happen? to occur? Incident Model What could go How likely is Definition of Type wrong? detection? symptoms What would be What is the the effects? priority? What is the Default What controls Resolution impact incident impact (severity)? are needed? steps 132012.12.05 © Copyright 2012 Concentric Circle Consulting. All rights reserved. Version 1
  • Practice makes Perfect● Schools have fire drills● In California and Japan, they have earthquake drills● Continuity plans are (should be) tested Why dont we test and practice incident resolution? 142012.12.05 © Copyright 2012 Concentric Circle Consulting. All rights reserved. Version 1
  • Summary of Techniques Commit to high Identify and performance build incident incident resolution Design models Implement Improve Build models in Practice Strategy tools and tune Test process Use models to Operate Test & models resolve incidents 152012.12.05 © Copyright 2012 Concentric Circle Consulting. All rights reserved. Version 1
  • Beyond Firefighting For more information, contact: Robert S. Falkowitz Director, Concentric Circle Consulting robert@3cs.ch @R_Falkowitz www.3cs.ch / blog.3cs.ch 162012.12.05 © Copyright 2012 Concentric Circle Consulting. All rights reserved. Version 1
  • aae  WITH THANKS TO OUR SPONSOR bmc Itsm Software #TFT returns may 2013