Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

It smf usa webinar problem mgmnt not admin - barclay rae

888 views

Published on

Published in: Technology, Business
  • Be the first to comment

  • Be the first to like this

It smf usa webinar problem mgmnt not admin - barclay rae

  1. 1. Barclay Rae Having technical trouble? Contact BrightTalk directly at www.brighttalk.com Tweeting today? Please include #itsmfweb Questions? Submit them via the question box on your screen Problem Management not Problem Adminstration
  2. 2. Problem Management not Problem Administration itSMF USA Webinar
  3. 3. Agenda  Management and Administration  Problem Management challenges  CSI triangle  Problem Management tips
  4. 4. 4
  5. 5. Problem management Successful problem management will start to turn things around Why isn’t this working for so many orgnaisations?
  6. 6. Management and Admin Management Admin Driving Doing Outcomes Activity Results Processes, documentation, work Acting on information, making decisions Producing reports and analysis
  7. 7. Problem Management and Admin Problem mgmnt Problem admin Driving problem resolutions and change Processing problems, incidents Outcomes – e.g. reduced incidents Activity – trends analysis, reports, produce problem lists for action Communicating, facilitating action Processes, documentation, work Acting on information – getting problems and risks prioritised. ROI etc. Producing reports and analysis, managing priority lists, arranging meetings
  8. 8. Problem management Successful problem management will start to turn things around Why isn’t this working for so many orgnaisations? Not enough focus on role and skills/attributes rather than process Too often seen as administrative/low level The exact nature of the work and tasks required for PM is often not fully understood
  9. 9. CSI Triangle
  10. 10. ITSM Geometry Service Desk ITSM engine Service Catalogue CSI
  11. 11. CSI Triangle Solving / managing issues Re-using work + know how Identifying issues / trends Measuring progress / success
  12. 12. Metric ‘Bundles’ Metric What Threshold Weighting Telephony ABR/AHT/ATR ABR<5% AHT<5 min ATR<2 min 20% Incident logging SLA Key apps – HR + Payroll apps+ Email 99.8% Service Hours 20% Incident resolution SLA Weekly review Target 90% 20% Agent efficiency Weekly review Target 90% 10% Customer satisfaction Month end billing 100% availability 20% Efficiency/scheduling Internal metrics % targets 10% SERVICE DESK 98%
  13. 13. Metric What Threshold Weighting SLA Incident/fix <5 per week 20% Availability Key apps – ERP + Email 99.6% Service Hours 15% Customer Satisfaction Weekly review Target 85% 25% NPS/KCI Weekly review Target 75% 10% Key Metric – Moment of truth Key time availability 100% availability 30% CUSTOMER - SERVICE A 100% Metric ‘Bundles’
  14. 14. 94%
  15. 15. Problem Management Tips itSMF USA Webinar
  16. 16. Problem Management tips  Where to start?  Problem Management role  Questions  Visibility  Top 10  Codes and categories  Customer / Service Experience principles  CSI – knowledge/metrics
  17. 17. Where to start? • Benchmark • Identify and promote some individual successes • Clarify goals and objectives for PM • Use customer experience to drive improvements • Build an initial problem list + CSI Register
  18. 18. Problem Mgmnt role  More about ownership + people than just a process  Problem Management – part analyst, investigator, mostly project manager  Need to clearly define role and objectives
  19. 19. Questions • How are we doing? • How can we improve? • Why is this happening? • Why does it keep happening? • How can we stop it ? • What’s the impact/cost/benefit • Why breaches – ‘Watermelon SLAs’ and reports? • Why do we use this model/do it this way?
  20. 20. Visibility • Open up your problems to a wide audience – to speed up resolution
  21. 21. Top 10 • Develop process for building and maintaining an agreed list of top 5/10 problems – for the department. • Ask management – what are they doing about the top 10?
  22. 22. Review codes and Categories • Separate logging and closing categories, Cause codes, Reason for Failure • Review and rationalise codes/tables, inputs • Think outputs
  23. 23. Customer / Service Experience Use Customer experience (mapping, touch points, moments of truth, outcomes) to drive improvements Define and use targeted initiatives – e.g. like ‘shift left’ for focus See SITS/Cherwell/SDI CX paper
  24. 24. Shift Left The ‘no brainer’ Faster Cheaper Easier Just a better customer experience 1 2 3 $10 $100 $300
  25. 25. CSI Triangle Solving / managing issues Re-using work + know how Identifying issues / trends Measuring progress / success
  26. 26. 26
  27. 27. Problem Management tips  Where to start?  Problem Management role  Questions  Visibility  Top 10  Codes and categories  Customer / Service Experience  CSI – knowledge/metrics
  28. 28. Summary Ultimately, problem management is about digging out the real issues and finding effective ways to get them communicated, escalated and resolved
  29. 29. Summary • Think person/people and role over process • Outcome over activity • Driving delivery over doing stuff • This process won’t happen by itself • Use customer and business focus to drive action • Build on initial successes – however small
  30. 30. Thank you for listening! barclayrae.com Itsmgoodness.com BrightTALK CH 9885 #itsmgoodness @barclayrae
  31. 31. Thank You For Attending!  Please “Rate This” webinar ― Include any comments to help us build quality events for you  Please plan to join us for our next event  Want to share this with others? ― Recorded version of it will be available shortly at: http://www.itsmfusa.org/the-forum-on-line-conferences-webcasts

×