Standard plus Case

  • 4,946 views
Uploaded on

Standard+Case is about applying a body of knowledge called Case Management to ITSM, synthesising it with our existing process approach. This is an exciting new concept from the IT Skeptic that will …

Standard+Case is about applying a body of knowledge called Case Management to ITSM, synthesising it with our existing 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.

More in: Technology , Business
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Be the first to comment
No Downloads

Views

Total Views
4,946
On Slideshare
0
From Embeds
0
Number of Embeds
5

Actions

Shares
Downloads
18
Comments
0
Likes
1

Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
    No notes for slide

Transcript

  • 1. Standard+CaseImproving service responsev5Picture © Canstockphoto.com
  • 2. Issues addressed• Customers see IT asbureaucratic, inflexible• Staff feel process bound• Process doesn’t adapt toa changing worldPicture © Canstockphoto.com
  • 3. Issues addressed• Real world falls off the page• Request catalogue onlyhandles half• Long running ticketsPicture © Canstockphoto.com
  • 4. Fireman’s conundrumPicture © Canstockphoto.com
  • 5. Doctor’s conundrumPicture © Canstockphoto.com
  • 6. Standard+CaseStandard+Case=Standard+Case approach
  • 7. Generic “response” process
  • 8. Standard Models• Request• Incident• Problem• Change
  • 9. CaseManagement• medical• crime• legal• social work• audits• emergency responses• military attacks
  • 10. CaseManagement
  • 11. • a series of execution states• states are determined dynamically• external events can change the state.• options for action at each state• actions are chosen dynamically• Inputs and outputs decideddynamically• resources chosen dynamicallyo templates, checklists, content,policy, procedures, tools,people...• states and actions are unpredictable• goals will change as the casedevelops• planning is part of executionCaseManagement
  • 12. Standard+CaseStandard models+Case Management=Standard+Case approach
  • 13. Standard+Casetheres either a standard model or there isntStandardCase
  • 14. 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
  • 15. PeopleProcess PracticesTechnology ThingsProcessTechnology
  • 16. People• Collaboration• Empowerment• Skills• MotivationPicture © Canstockphoto.com
  • 17. GamificationService DeskPlayOptionsConfigureProfileYou have 23 requests remainingLevel up to Request HotshotUnlocked Network Ninja3 incidents will exceed SLA today7 callbacks will get you to Best Friend statusYou are 2nd top resolver for the month6 unassigned requests on queueBoost your queue to 29You need 30 to unlock Power ResponderLevel 3 hotshot
  • 18. Practices / Process• Emergent• Diversity• Knowledge-centric• Policy and controls• Review
  • 19. Process
  • 20. Process
  • 21. Improvement
  • 22. Things / Technology• Resources• Templates• Workflow• Checklistswww.basicsm.com/checklists
  • 23. Tools• Knowledgemanagement• Content management• Collaboration andcommunication• Ticketing
  • 24. More…www.basicsm.com/standard-case
  • 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 humanresponse:theres either a standard response or there isnt