Effective Questioning for ITSM


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Effective questioning is a skill and tool that can provide tremendous value, yet very few individuals would consider themselves to be truly effective questioners. This presentation provides practical techniques and methods for using effective questioning to help turn data into wisdom. These techniques are pulled from a number of industries and professions that have been using effective questioning techniques for decades, including education (pedagogy), contracts, library science, and academic research. Participants will be able to use these techniques immediately and apply them to any number of processes, at the strategic, tactical, and operational level, and for either business or IT.

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Effective Questioning for ITSM

  1. 1. Welcome! W l !© ITSM Academy
  2. 2. About ITSM Academy  Accredited Education  Since 2003 - Tens of Thousands  Certified Process Design Engineer (CPDE) Trained and Certified  ITIL® Foundation  ITSM Professional Diplomas  ITIL Capability (OSA|PPO|RCV|SOA)  Change/Support/SLM  ITIL Lifec cle (SS|SD|ST|SO|CSI) Lifecycle  Public Classes throughout U.S.  ITIL Managing Across the Lifecycle (MALC)  Corporate On-Site Classes  ISO/IEC 20000 Foundation  Virtual Classes  ISO/IEC 20000 Foundation Bridge /  Courseware Licensing  MOF Foundation  Corporate & Partner (GEM)  Practical, Value-Add Workshops p  Al Alumni P i Program  ITSM Leadership  PMI Global Education Provider  ITIL, MOF, ISO 20K Overviews  Apollo 13, Visible Ops: The Class 13  Certified Woman-Owned  And more!ITIL® is a Registered Trade Mark of the Cabinet Office.© ITSM Academy 2 Welcome!
  3. 3. Michael Cardinal ITSM A d Academy ITIL Expert, CPDE, Educator, Man for All Seasons?© ITSM Academy 3
  4. 4. Agenda?  Getting to understand questions better?  Questioning approaches?  Question development?  Using questions for ITSM?  Are we there yet? yThanks for joining us today.Please use the chat feature to send in your questions.© ITSM Academy 4
  5. 5. Why more Effective ITSM Questions?  Serve as the basis for all of ITSM Guide the lifecycle from Strategy to CSI  Facilitate better communications Possibility—to generate ideas Opportunity—to narrow options Action—to make decisions  Provide a platform for thought  Efficiency, effectiveness, economy  Increase value, utility and warranty© ITSM Academy 5
  6. 6. What are Questions? A sentence worded or expressed so as to elicit data, information, information knowledge and wisdom  Probingg  Ensure completeness p  Decision-making  Ensure accuracy  Idea generation g  Gather examplesp  Clarification  Extend knowledge  Understand purpose  Evaluate  Determine relevance  Elicit emotions© ITSM Academy 6
  7. 7. Question Types?  Probing  Factual  Inquiry  Interview  Socratic  Survey  Coaching  Strategic  Open/Closed O /Cl d  Tactical T ti l  Rhetorical  Operational What about Bloom’s questions? Bloom s© ITSM Academy 7
  8. 8. Question Master?  Benjamin Bloom (1913-1999)  Educational psychologist Developed theories around mastery-learning Knowledge=mastery cogniti e affecti e Knowledge=master of cognitive, affective, psychomotor domains  Bloom’s Taxonomy y Step model based on increasing levels of critical thought Knowledge and mastery builds through the levels Can be applied in many situations to gain data, information, knowledge and wisdom© ITSM Academy 8
  9. 9. Bloom’s Taxonomy? MALC 6. Evaluation Expert Master 5. Synthesis 4. Analysis Intermediate 3. A li ti 3 Application CPDE 2. Comprehension p Foundation 1. Knowledge© ITSM Academy 9
  10. 10. Using Bloom? 6. Evaluation • Judging outcomes or validating SUBJECTIVE 5. Synthesis • Bringing together new ideas 4. Analysis • Breaking apart/deconstructing 3. A li i 3 Application • M ki use of data/information Making f d /i f i 2. Comprehension p • Confirming or translating g g 1. Knowledge • Information gathering OBJECTIVE© ITSM Academy 10
  11. 11. Using Bloom? BIG 6. Evaluation • Wisdom PICTURE 5. Synthesis • Knowledge 4. Analysis • Information/Knowledge 3. A li i 3 Application •I f Information ti 2. Comprehension p • Data/Information / 1. Knowledge • Data DETAIL© ITSM Academy 11
  12. 12. Bloom’s Question Words? Knowledge Comprehension Application Analysis Synthesis Evaluation Who p Explain Apply pp y Analyze y Arrange g Why y What Indicate Build Calculate Assemble Assess Where Locate Demonstrate Compare Organize Defend When Illustrate Operate How Plan Evaluate Describe Select Employ Deconstruct Propose Predict Tell Rephrase Interpret Examine Prepare Support Identify Recognize Plan Determine Set Up Estimate State Report Use Test Develop Value OPERATION TRANSITION DESIGN STRATEGY CONTINUAL SERVICE IMPROVEMENT© ITSM Academy 12
  13. 13. Helper Words?  Modal Verbs  Journalistic Questions Can C Who Wh Could What May Where Might When Must How Ought Why Shall Should Will W ld Would© ITSM Academy 13
  14. 14. Developing better ITSM Questions?  Which Bloom level?  Question Formula: {Helper Word} + {Bloom Question Word} + {Process Word}  Examples: Can you describe the incident? How would you identify utility? How could we create a better strategy? Will we comprehend the impact of the change?© ITSM Academy 14
  15. 15. Points to Ponder?  Complex ≠ elaborate Level (Evaluation) L l 6 (E l i ) questions can b very simple i be i l  Do you work for a good boss? Level 1 (Knowledge) questions can be very elaborate Level  Can you tell me all the different types of standard changes, standard services, service requests and events your organization has identified?  Is this a statement or a question? The question is the part with the question mark q p q Do not make a statement when you mean to ask a question© ITSM Academy 15
  16. 16. More Points to Ponder?  Think about the question and the answer before you ask  Do you know an answer to the question?  Are you asking the question to validate your own thinking?  Are you willing to hear the answer?  There is no such thing as a closed question  There is always more to the question and answer than we may realize  Even the simplest question should generate more questions  The best answer to a question is another question!© ITSM Academy 16
  17. 17. 1. Knowledge? 1. Knowledge  Who: Service Desk, Operations  What: Incident, Service Request, E Wh I id S i R Event, SACM R l SACM, Release  When: Identifying, Logging  Where: CMS, CMDB Where CMS CMDB, other data repositories  How: Gather and verify basic information, identify incidents, events, service requests , , q  Why: Establish a complete and accurate base of facts and data  Example: Can you tell me where you are currently located?© ITSM Academy 17
  18. 18. 2. Comprehension? 2. Comprehension  Who: Service Desk, 2nd Level, Functions  What: Incident, Service Request, Access  When: Categorizing, Prioritizing  Where: CMS, CMDB, DML  How: Probing for better understanding of issue g g  Why: Comprehend the appropriate further line of q questions to ask  Example: Can you indicate what you were doing when the error occurred?© ITSM Academy 18
  19. 19. 3. Application? 3. Application  Who: Technical, Application, Operations Management M t  What: Transition, Design, Deployment  Wh Escalating, I When: E l ti Investigating ti ti  Where: IM Tool, AMIS, CMIS, SMIS, Catalog  How Determining workarounds and fixes How: workaro nds fi es  Why: Move through a process flow effectively and efficiently  Example: Could we build the service in a more efficient manner?© ITSM Academy 19
  20. 20. 4. Analysis? 4. Analysis  Who: Analysts, 2nd and 3rd Level, Process Owners  What: Root Cause, Problem, Change, SACM  When: Investigating, Diagnosing, Assessing  Where: Data Mining, Statistical Tools, KMDB, Catalog  How Building Config Models, Metrics Program How: B ilding Models  Why: Deconstruct into simpler more understood and manageable pieces  How would we compare the capabilities of two distinct services?© ITSM Academy 20
  21. 21. 5. Synthesis? 5. Synthesis  Who: Management, Owners, Designers, Architects  What: Design, Warranty, Strategy, CSI  When: Closure, Service and Process Design  Where: SKMS, Service Portfolio  How: Defining and designing new and better services ser ices  Why: Find and develop new solutions and promote innovation and creativity  Example: Should we re-organize the IT department to provide more effective service delivery? p y© ITSM Academy 21
  22. 22. 6. Evaluation? 6. Evaluation  Who: Management, Strategy Developers, Planners  What: Strategy, CSI  When: Meetings, Planning & Strategy Sessions  Where: Service Portfolio  How: Providing greater value to customers and users sers  Why: Validation of decision making and understanding  Example: Will we be able to predict the effects of an alternative service delivery mechanism? y© ITSM Academy 22
  23. 23. Other Uses?  Meetings: Establish the agenda based on Bloom Levels L l  Root Cause: Ask questions from each level to get a fuller picture of the situation  Plans/Strategies/Business Cases: Establish sections based on the six levels  Negotiations: Ensure agreement by validating each level  Process Maturity: Validate processes at each level for comprehensiveness© ITSM Academy 23
  24. 24. Pop Quiz?  What Bloom Level are these questions? Who is buried in Grant’s tomb? Which is better-Chicago style pizza or New York Style pizza? i ? When will the Cubs win the World Series? H much i 1+1? How h is What causes men to go prematurely bald? What would happen if everyone asked more effective questions? Did you e joy this sess o ? d enjoy s session?© ITSM Academy 24
  25. 25. Pop Quiz?  What Bloom Level are these questions?  Wh is buried in Grant’s t b? L l 1 (Know) Who i b i d i G t’ tomb? Level (K )  Which is better-Chicago style pizza or New York Style pizza? Level 2 (Comprehend) or Level 6 (Evaluation) ( p ) ( )  When will the Cubs win the World Series? Levels 3-6 (Apply, Analyze, Synthesize, Evaluate)  How much is 1+1? Levels 1-3 (Know, Comprehend, Apply)  What causes men to go prematurely bald? Level 4 (Analyze)  Wh t would happen if everyone asked more effective What ld h k d ff ti questions? Level 5 (Synthesize)  Did you enjoy this session? Level 6 (Evaluate) y j y ( )© ITSM Academy 25
  26. 26. Visible OPS Certified Process Design Engineer (CPDE) ITIL SOA ITIL at the Service Desk ITIL PPO Defining Your Service Catalog ITIL RCV ITIL Service Strategy ITIL Managing Across ITIL OSA the Lifecycle (MALC) ITIL Service Design Service Strategy ITIL Service Transition Overview ITIL Service Operation Service Transition Overview ITIL Continual Service Improvement Service Operation Overview ITIL ITSM Roles Foundation and Responsibilities ISO/IEC 20000 Foundation Apollo 13 Simulation ISO/IEC 20000 / Foundation Bridge MOF ITIL Executive Overview Foundation Customer Service ITSM Excellence E ll Leadership ITIL Overview Building Blocks of Process Design ISO/IEC 20000 OverviewSolid colored boxes represent accredited certification courses.Grey boxes represent non-certification courses including workshops and simulations.
  27. 27. ITSM Academy Affiliates© ITSM Academy, v2 October 2011 27
  28. 28. IT Service Management Professional (ITSMP) Diplomas ITSM Academy is Licensed by the Commission for Independent Education, Florida Department of Education, offering occupational ITSMP® Diplomas. On our website, this symbol indicates courses which accrue clock hours toward a Diploma as:  Change Manager   Support Manager   Service Level Manager © ITSM Academy 28
  29. 29. Want to Learn More? Master Certified Process ISO/IEC 20000 ITIL Design Engineer Foundation Expert (CPDE) Complementary Course 5 credits Complementary Course 1 credit 1.5 credits Managing Across the Lifecycle (MALC) 3 credits each 4 credits each CSI Service Offerings and Agreement (SOA) SO ST SD Release, Control and Validation (RCV) SS Planning, Protection and Optimization (PPO) Operational Support and Analysis (OSA) Lifecycle Stream Capability Stream 2 credits © ITSM Academy 2008 V3 F Foundation d ti© ITSM Academy 29
  30. 30. Want to Learn More? ITIL Certification Scheme© ITSM Academy 30