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Standard plus Case
 

Standard plus Case

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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.

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    Standard plus Case Standard plus Case Presentation Transcript

    • Standard+CaseImproving service responsev5Picture © Canstockphoto.com
    • Issues addressed• Customers see IT asbureaucratic, inflexible• Staff feel process bound• Process doesn’t adapt toa changing worldPicture © Canstockphoto.com
    • Issues addressed• Real world falls off the page• Request catalogue onlyhandles half• Long running ticketsPicture © Canstockphoto.com
    • Fireman’s conundrumPicture © Canstockphoto.com
    • Doctor’s conundrumPicture © Canstockphoto.com
    • Standard+CaseStandard+Case=Standard+Case approach
    • Generic “response” process
    • Standard Models• Request• Incident• Problem• Change
    • CaseManagement• medical• crime• legal• social work• audits• emergency responses• military attacks
    • CaseManagement
    • • 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
    • Standard+CaseStandard models+Case Management=Standard+Case approach
    • Standard+Casetheres either a standard model or there isntStandardCase
    • 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
    • PeopleProcess PracticesTechnology ThingsProcessTechnology
    • People• Collaboration• Empowerment• Skills• MotivationPicture © Canstockphoto.com
    • 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
    • Practices / Process• Emergent• Diversity• Knowledge-centric• Policy and controls• Review
    • Process
    • Process
    • Improvement
    • Things / Technology• Resources• Templates• Workflow• Checklistswww.basicsm.com/checklists
    • Tools• Knowledgemanagement• Content management• Collaboration andcommunication• Ticketing
    • More…www.basicsm.com/standard-case
    • Standard+Case• Clarifying and expanding the theory• Improving performance• Empowering knowledge workers• Improving morale• Empowering the customer
    • Standard+CaseS+C applies to anything that requires a humanresponse:theres either a standard response or there isnt