TFT13 Rob England Standard+Case approach: applying Case Management to break free of process-bound Standard ITSM.


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The latest developments in this exciting new approach to categorising and resolving any sort of activity "tickets", such as requests (including incidents) on a service desk, problems, or changes.
You heard about Standard+Case at TFT12. At TFT13 you can find out more:
- how S+C empowers customers as well as staff
- how S+C is an essential step on the path to service excellence
- how S+C adapts our organisation to the rise of the knowledge economy and the decline of "IT industrialisation"
- how use of S+C ideas are working out in the real world
...and whatever else I learn about S+C before June. Heck ANYTHING could come up between now and then at the rate the world is changing.

To find out more about TFT, the only 24 hour global virtual ITSM conference, visit

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TFT13 Rob England Standard+Case approach: applying Case Management to break free of process-bound Standard ITSM.

  1. 1. Standard+CaseImproving service responsev7Picture © Canstockphoto.comRob England
  2. 2. Issues addressed• Customers see IT asbureaucratic, inflexible• Staff feel process bound• Process doesn’t adapt toa changing worldPicture ©
  3. 3. Issues addressed• Real world falls off the page• Request catalogue onlyhandles half• Long running ticketsPicture ©
  4. 4. IT as a factory• TQM• Six Sigma• CMMI• ITIL• Lean• DevOps• Defined• Standardised• Repeatable• Measured• Predictable• OptimisedPicture © Canstockphoto
  5. 5. Where is the IT production line?1. Build: acquisition, development, integration2. Release: operational change, deploy3. Execution: the delivery of transactions4. Maintenance: fix, upgrade, enhance5. Support: request, incident, problem
  6. 6. Standard Models• Request• Incident• Problem• Change
  7. 7. IT responses• Password reset• New user• Restore a lost file• Laptop software install• Corrupted mailbox• Configure new laptop• Server won’t boot• Set up new WiFi router• Intermittent slow transaction timesPicture ©
  8. 8. The Cynefin modeldisordersimplechaoticcomplex complicatedknownknowableunknowableunknownunfamiliarexploratory exploitative
  9. 9. Responses cannot all be standardisedbecause users are not standardisedand the real world gets complexPicture ©
  10. 10. …and more complex every dayHunter gathererAgriculturalIndustrialServiceKnowledge ?Picture ©
  11. 11. Fireman’s conundrumPicture ©
  12. 12. Doctor’s conundrumPicture ©
  13. 13. CaseManagement
  14. 14. The knowledge workerSkillsProfessionalismAutonomyOwn toolsetKnowledge lockerBrandPicture ©
  15. 15. The case workerSkillsProblem solvingProject managementNegotiationHuman interactionPicture ©
  16. 16. The Cynefin modeldisordersimplechaoticcomplex complicatedStandardCaseunknown unfamiliar
  17. 17. Standard+Case=Standard+Case approach17 17Standard+Case
  18. 18. theres either a standard model or there isntStandardCase18 18Standard+Case
  19. 19. 19 19Standard+Case
  20. 20. Empowering the customerPortfolioChangeRequestStandardChangeRequestCatalogue
  21. 21. Empowering the customerPortfolioChangeRequestRequestCatalogueRequestFulfilment
  22. 22. StandardisationPortfolioChangeRequestLife
  23. 23. Empowering the worker and user
  24. 24. S+C in the wild• S+C pioneers• Adaptive CaseManagement• “Fortune 500 Indianbank”• Unwitting – it iswhat we do nowPicture ©
  25. 25. More…
  26. 26. • Clarifying and expanding the theory• Empowering the customers and users• Empowering knowledge workers• Improving performance• Improving moraleStandard+Case
  27. 27. S+C applies to any human response:theres either a standard response or there isntStandard+Case