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Agile Itsm Workshop004

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In practice, service management is delivering reliable, efficient, cost effective and intuitive service offerings that deliver tangible value to our business or organization. …

In practice, service management is delivering reliable, efficient, cost effective and intuitive service offerings that deliver tangible value to our business or organization.

Over the past several decades, numerous companies were launched within heroic cultures that focused on “just get it done”. In an effort to address the issue, industry groups have promoted a monolithic all consuming program approach that drives through the organization like a freight train. Inevitably, tangible improvement within these cultures with this approach is elusive and difficult.

Through numerous improvement efforts, we have found is that there is alternative way, a continuous ground up approach that takes incremental steps on a daily basis to achieve tangible results faster, cheaper, and more consistently.

http://www.navascend.net/documents/whitepaper/agileItsmImprovementWhitepaper4001.pdf


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Transcript

  • 1. Agile ITSM:Workshop - Improving Incident Management
    Presented By: Michael Maley, CTO NavAscend
    Sponsored By:
  • 2. Why Listen to Me?
    Where I have played a role in implementing and optimizing service management.
    1/31/2011
    NavAscend Copyright 2011 - Confidential
    2
  • 3. What Will You Learn
    How to take an Agile Approach
    How to Keep it Simple
    How to Identify Opportunities
    How to Right Size Improvements
    Incremental Steps to Achieve Dramatic Results
    Little Improvement Add Up Quickly
    Result Provide a Foundation for Bigger Returns
    5/11/2011 - Copyright NavAscend 2011
    Agile ITSM Workshop - Incident Exercise
    3
  • 4. Agenda
    Knowledge Sheets
    Tools
    Scenario
    Assignment of Roles
    Situation
    Exercises
    Incident 1001
    Incident 1020
    Review
    Feedback
    5/11/2011 - Copyright NavAscend 2011
    4
    Agile ITSM Workshop - Incident Exercise
  • 5. Knowledge Sheets
    Incident
    Incident Manager
    Critical Incident Review
    5/11/2011 - Copyright NavAscend 2011
    Agile ITSM Workshop - Incident Exercise
    5
  • 6. Your Tools
    Scenario Worksheet
    Role Worksheet
    Knowledge Sheets
    5 “Why”s
    5/11/2011 - Copyright NavAscend 2011
    6
    Agile ITSM Workshop - Incident Exercise
  • 7. Core Focus Areas
    Technology
    What technologies enable an activity?
    Tracking
    Workflow
    Monitoring
    Administration
    Integration
    Reporting
    Skills
    What skills are required to successfully participate in the activity?
    Knowledge
    Skill sets
    Data
    How can we optimize the data to effectively and efficiently execute the activity?
    Performance
    Capacity
    Timing
    Quality
    Satisfaction
    Workflow
    How repeatable is our activity?
    What do we do?
    Who does what?
    When do they do it?
    What is produced?
    Is it measurable?
    5/11/2011 - Copyright NavAscend 2011
    Agile ITSM Workshop - Incident Exercise
    7
  • 8. Situation
    Little or no experience
    No continuous improvement program
    Consultants have come and gone
    Trained without a path forward
    Limited management support – Just get it done
    Established strongholds of resistance
    5/11/2011 - Copyright NavAscend 2011
    8
    Agile ITSM Workshop - Incident Exercise
  • 9. Scenarios
    Collaboration Outage
    Can not connect to Internet
    Productivity Outage
    Can not print
    5/11/2011 - Copyright NavAscend 2011
    Agile ITSM Workshop - Incident Exercise
    9
  • 10. Role Assignment
    Customer – Mr. Apple
    Service Desk – Miss Mulberry
    Incident Coordinator – Mr. Grape
    Tier 2 - Subject Matter Experts
    Mobile Computing – Mrs. Cashew
    Network Services – Mr. Walnut
    Tier 3 – Vendor – Professor Mayo
    Service Manager – Mr. Brazil
    Process Owner – Mrs. Macadamia
    5/11/2011 - Copyright NavAscend 2011
    10
    Agile ITSM Workshop - Incident Exercise
  • 11. Exercises
    Looking at the top 2 Incidents of last week
    Conducting a Critical Incident Review
    Participate within your role
    Focus on specific actions you can take immediately
    5/11/2011 - Copyright NavAscend 2011
    11
    Agile ITSM Workshop - Incident Exercise
  • 12. Exercise 1
    Incident
    Priority
    Participants
    Timing
    Actions
    Restoration
    What happened? (5 whys)
    Improvements
    5/11/2011 - Copyright NavAscend 2011
    12
    Agile ITSM Workshop - Incident Exercise
  • 13. Exercise 2
    Incident
    Priority
    Participants
    Timing
    Actions
    Restoration
    What happened? (5 whys)
    Improvements
    5/11/2011 - Copyright NavAscend 2011
    13
    Agile ITSM Workshop - Incident Exercise
  • 14. Review
    What did we learn?
    How would you implement this in your organization?
    5/11/2011 - Copyright NavAscend 2011
    Agile ITSM Workshop - Incident Exercise
    14
  • 15. Thank You
    What have you Learned Today?
    Questions?
    Contact: Michael Maley – mmaley@navascend.net
    Resources
    www.navascend.net/resources
    5/11/2011 - Copyright NavAscend 2011
    Agile ITSM Workshop - Incident Exercise
    15

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