Designing Categories for ‘Everyone’<br />ServiceSphere<br />chris.dancy@servicesphere.com<br />Confidential, All Rights Re...
Introduction<br />                                      Me<br />#CATTHIS<br />Confidential, All Rights Reserved, ServiceSp...
Overview<br />Taboo, Ritual and Voodoo<br />REAP<br />Benefits of Doing it Right<br />Don’t be So Toolish<br />Speak Perfo...
Categorization Taboo<br />Categorization is as close to a Voodoo ritual you can come without a chicken and a swamp.<br />N...
Why do We Categorize (REAP)<br />Routing<br />With Many Offices and Groups, the main purpose of our Categorization is Rout...
Benefits of Categorization<br />Benefits to the Frontline <br />Ease and flexibility of logging issues<br />Quickly find s...
Things to remember<br />Are you attempting to use ITIL<br />Service Request<br />Incident<br />Major Incident<br />Is Cate...
Things to remember<br />People taking calls, what are they suppose to be doing and what is the priority?<br />Classifying ...
Step 1:Admit you MIGHT have a problem.<br />Get a print out of your current Categorization Schema.<br />Run Reports on Num...
Step 1:Admit you MIGHT have a problem.<br />Number of calls in each category:<br />How many categories have less than 10 c...
You are Such a Tool<br />Drop Downs (Tiers)<br />Age:  Traditional<br />Problem:  Too Many<br />Known For: Constraints <br...
You are Such a Tool<br />Trees<br />Age:  Unknown<br />Problem: Size, GUI Nightmare<br />Known For:  <br />Could Be:  Very...
Trail of Tiers<br />How many tiers is enough?  How many tiers is too many?<br />Depends on what the objective of level one...
A Few Best Practices<br />The Infamous<br />Noun, Noun, Verb<br />For Example:  Hardware, Printer, Paper Jam. <br />The 1s...
A Few Best Practices<br />Categories and Services<br />Get the most from your categorizes relate them to services you are ...
A Few Best Practices<br />Service Catalog<br />Define and Implement a Service Catalog<br />Build out definitions of servic...
Service Approach<br />Customers should NOT have to understand your language<br />Customers should not have to worry about ...
Service Approach<br />If you can order, you can classify it!<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<b...
ACTION, TAKE 1<br />GIVE SOME EXAMPLES ALREADY!!<br />KISS<br />SPREAD THE WEALTH<br />IF Nothing Changes, Nothing Changes...
Scenario One “KISS”<br />Goal:<br />To Radically Slim down the process of Logging Calls by Reducing the System to TWO Leve...
KISS Plus & Minus<br />Plus<br />Quicker Logging<br />Customer Speak<br />Minus<br />Detailed Reporting<br />Lack of Verif...
Scenario Two “Spread The Wealth”<br />Goal:<br />To Slim Down logging, while not losing deep reporting<br />Details:<br />...
Spread The Wealth Plus & Minus<br />Plus<br />Quicker Logging<br />Customer Speak<br />Better Reporting and Analysis<br />...
Scenario Three “If Nothing Changes…”<br />Goal:<br />To Slim Down logging, while Keeping Current Feel<br />Details:<br />T...
Nothing Changes Plus & Minus<br />Plus<br />Quicker Logging<br />Customer Speak<br />Less Adoption Time<br />Minus<br />Po...
Other Considerations<br />No Matter What We Choose, We Should Consider:<br />Continue to Improve and Adopt Application Reg...
After The Storm<br />Limit who can add to Categories<br />Create a mini CAB for Categories<br />Review Reporting Frequentl...
Conclusion<br />What is Level 1 suppose To Log?<br />Can some work be put on the close?<br />Is it time to use or abandon ...
Help & Support<br />http://store.theartofservice.com/<br />5% Coupon CODE=ServiceSphere<br />FREE Download 18 pages<br />h...
Help & Support<br />Download Samples of Categories from ServiceSphere Blog<br />Confidential, All Rights Reserved, Service...
Open Discussion<br />Let’s Chat<br />#CATTHIS<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www....
Thank You.<br />For Additional White Papers, Examples and Help please contact info@servicesphere.com.<br />Confidential, A...
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Classification for Everyone

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ITSM incident categorization
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Classification for Everyone

  1. 1. Designing Categories for ‘Everyone’<br />ServiceSphere<br />chris.dancy@servicesphere.com<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  2. 2. Introduction<br /> Me<br />#CATTHIS<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  3. 3. Overview<br />Taboo, Ritual and Voodoo<br />REAP<br />Benefits of Doing it Right<br />Don’t be So Toolish<br />Speak Performance<br />Make an Example of THIS!<br />Don’t Make Me Pull This Car Over<br />HELP!<br />The End (is near)<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  4. 4. Categorization Taboo<br />Categorization is as close to a Voodoo ritual you can come without a chicken and a swamp.<br />No single authoritative definition is available by vendors, process experts or ITIL.<br />If it were easy or was common sense someone would be selling it to you!<br />Unless you go to http://tinyurl.com/yzazbj5<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  5. 5. Why do We Categorize (REAP)<br />Routing<br />With Many Offices and Groups, the main purpose of our Categorization is Routing to the Correct Group.<br />Ease of Use<br />The goal should be to quickly and accurately log calls.<br />Analysis<br />Reporting to Leadership is the used to review what we are working on. The reporting SHOULD be actionable.<br />Process<br />We have defined processes that have been in place.<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  6. 6. Benefits of Categorization<br />Benefits to the Frontline <br />Ease and flexibility of logging issues<br />Quickly find solutions (workarounds and/or fixes) to Incidents<br />Eliminate redundancy<br />Potential for triggering workflow, escalations, standard operating procedures, and more<br />Benefits to Your Service Desk Team<br />Enable knowledgebase development<br />Enable real-time monitoring<br />Properly route Incidents to the correct support group<br />Strengthen reporting<br />Create consistent terminology<br />Benefits to the Organization<br />Improve trend analysis<br />Enhances Customer satisfactions<br />Create consistency across workgroups and locations<br />Improve monitoring to ensure no customer “falls through the cracks”<br />Enable service level agreement usage<br />Builds maturity toward more proactive operations<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  7. 7. Things to remember<br />Are you attempting to use ITIL<br />Service Request<br />Incident<br />Major Incident<br />Is Categorization Driven or Does it Drive:<br />SLA?<br />Assignments?<br />Configuration Items?<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  8. 8. Things to remember<br />People taking calls, what are they suppose to be doing and what is the priority?<br />Classifying Calls<br />Assigning Calls<br />Prioritizing, Urgency, Impact Calls<br />Closing Calls<br />Reclassifying Calls<br />Taking detailed notes<br />Closing Categories<br />Getting the phone answered as quickly as possible<br />Adding to the KB<br />FCR %<br />Does this list and it’s priority match your business description for Level 1 job duties?<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  9. 9. Step 1:Admit you MIGHT have a problem.<br />Get a print out of your current Categorization Schema.<br />Run Reports on Number of Calls Against each level over the past 3 months<br />Number of levels and branches: <br />How far down in the tree do your agents have to go before they find a meaningful category to use? Are they even using the<br />deeper levels? Do you permit calls to be assigned to higher-level categories, even if there are more detailed choices underneath?<br />Consistency across levels and branches:<br />How many first level categories do you have? Does each branch of the category tree go down the same number of<br />levels? Are levels used consistently across branches?<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  10. 10. Step 1:Admit you MIGHT have a problem.<br />Number of calls in each category:<br />How many categories have less than 10 calls assigned to them? How many categories have over 5% of calls assigned to them? Check this at the lowest level, and also check this based on how categories roll up.<br />Duplicate categories:<br />Do you have categories for “Word”, “MS Word”, and “Word 2000?” Sometimes you need to track multiple versions depending on your environment, but often these duplicates result from infrequent maintenance.<br />Dumping grounds: <br />Most likely, your agents have some favorites categories that they use by default, including the dreaded “other” category. You will need to actually read tickets in these categories to get a feel for what’s going on and why these categories are over-used.<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  11. 11. You are Such a Tool<br />Drop Downs (Tiers)<br />Age: Traditional<br />Problem: Too Many<br />Known For: Constraints <br />Could Be: Anything you want<br />Draw Across<br />Age: Contemporary <br />Problem: Drop Down Horizontal <br />Known For: Very Web Centric<br />Could Be: Drawn out<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  12. 12. You are Such a Tool<br />Trees<br />Age: Unknown<br />Problem: Size, GUI Nightmare<br />Known For: <br />Could Be: Very Cool<br />Driver of Process<br />Printer – Drivers Question and Answers<br />Dream<br />Synonym Driven Type ahead<br />Imagine This…..A customer calls and says my Monkey is working!<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  13. 13. Trail of Tiers<br />How many tiers is enough? How many tiers is too many?<br />Depends on what the objective of level one is.<br />Depends on your reporting needs.<br />Depends on the ease in finding and logging these tiers.<br />You need at least one Tier.<br />You should have a closing Tier <br />(Close/Cause Code).<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  14. 14. A Few Best Practices<br />The Infamous<br />Noun, Noun, Verb<br />For Example: Hardware, Printer, Paper Jam. <br />The 1st and 2nd Tiers describe the object where the incident took place, the 3rd Tier describes what when wrong.<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  15. 15. A Few Best Practices<br />Categories and Services<br />Get the most from your categorizes relate them to services you are providing.<br />Categories<br />Things for which you provide a service. <br />Services<br />Actions you take to provide the service. Services fall into broad categories such as fixing, answering, request. <br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  16. 16. A Few Best Practices<br />Service Catalog<br />Define and Implement a Service Catalog<br />Build out definitions of services offered and the routing of the request.<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  17. 17. Service Approach<br />Customers should NOT have to understand your language<br />Customers should not have to worry about YOUR METRICS<br />Customers WILL NEVER speak like us, so let us SPEAK like them.<br />Service Areas Help Both The Customer and the IT Dept. Understand Each Other<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  18. 18. Service Approach<br />If you can order, you can classify it!<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  19. 19. ACTION, TAKE 1<br />GIVE SOME EXAMPLES ALREADY!!<br />KISS<br />SPREAD THE WEALTH<br />IF Nothing Changes, Nothing Changes<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  20. 20. Scenario One “KISS”<br />Goal:<br />To Radically Slim down the process of Logging Calls by Reducing the System to TWO Levels.<br />Details:<br />Two Levels of Categorization<br />Level 1: Required, Service Area<br />Level 2: Required, Item – Drive Work Flow/Process<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  21. 21. KISS Plus & Minus<br />Plus<br />Quicker Logging<br />Customer Speak<br />Minus<br />Detailed Reporting<br />Lack of Verification for Accuracy<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  22. 22. Scenario Two “Spread The Wealth”<br />Goal:<br />To Slim Down logging, while not losing deep reporting<br />Details:<br />Two Levels of Categorization on CALL OPEN<br />Level 1: Required, Service Area<br />Level 2: Required, Item – Drive Process / Work Flow<br />Two Levels of Categorization on CALL CLOSE<br />Level 1: Required, Cause Area<br />Level 2: Non-Required, Sub Cause – Detail<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  23. 23. Spread The Wealth Plus & Minus<br />Plus<br />Quicker Logging<br />Customer Speak<br />Better Reporting and Analysis<br />Minus<br />Additional Time When Closing Call<br />Greater Adoption Time<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  24. 24. Scenario Three “If Nothing Changes…”<br />Goal:<br />To Slim Down logging, while Keeping Current Feel<br />Details:<br />Three Levels of Categorization on CALL OPEN<br />Level 1: Required, Service Area<br />Level 2: Required, Item – Drive Detail Screen<br />Level 3: Non-Required, Sub Item<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  25. 25. Nothing Changes Plus & Minus<br />Plus<br />Quicker Logging<br />Customer Speak<br />Less Adoption Time<br />Minus<br />Possible to Fall Back into Old Patterns<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  26. 26. Other Considerations<br />No Matter What We Choose, We Should Consider:<br />Continue to Improve and Adopt Application Registry for Routing<br />Updating the Assignment Routine to Track Good Routing – Find out WHEN AND WHY things are re-routed.<br />Focus on our Service Area’s – Max 10<br />Focus on Customer Speak<br />Time To Implement<br />Plan for Impact to other systems – Queries, Rules<br />Change Management Process for Future Updates<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  27. 27. After The Storm<br />Limit who can add to Categories<br />Create a mini CAB for Categories<br />Review Reporting Frequently<br />Don’t be Afraid to Retire, Create a Lifecycle for your Categories<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  28. 28. Conclusion<br />What is Level 1 suppose To Log?<br />Can some work be put on the close?<br />Is it time to use or abandon ITIL for Service Request vs. Break Fix?<br />Is it time to consider a Service Based Structure?<br />What processes will be in place to prevent future outbreaks of categorizitis?<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  29. 29. Help & Support<br />http://store.theartofservice.com/<br />5% Coupon CODE=ServiceSphere<br />FREE Download 18 pages<br />http://bit.ly/7Yfren<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  30. 30. Help & Support<br />Download Samples of Categories from ServiceSphere Blog<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  31. 31. Open Discussion<br />Let’s Chat<br />#CATTHIS<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  32. 32. Thank You.<br />For Additional White Papers, Examples and Help please contact info@servicesphere.com.<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />

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