Lucidchart users, partners, admins, and industry experts gathered in downtown Seattle to learn, be inspired, and discover better ways to work visually. One of our guest speakers was Michael Doane, IT Professional at Yum! Brands, who shared five ways he uses Lucidchart to solve problems related to IT service management. Read the full event recap here: https://www.lucidchart.com/blog/lucidchart-connect-seattle-recap

2. ITSM Problem Solving with Lucidchart
Michael Doane
11/06/18

4. Five Use Cases
The Problem
Why Lucidchart?
The Diagrams
The Outcome

5. Use Case #1
The Problem
My new team is unsure of who’s doing what
Why Use Lucidchart?
Easy org-charting with added data

7. Outcome
• I quickly came up to speed on staffing matters
• The team quickly aligned on responsibilities

8. Use Case #2
The Problem
Hardworking team, but reputation of unresponsiveness
Why Use Lucidchart?
Map all possible ways a user can request support and look for blind
spots

10. Outcome
• Found emailboxes, ticketing queues and Slack
channels that were not being managed
• Multiple team voicemail boxes that were not setup
for customers to leave messages

11. Use Case #3
The Problem
Improve onboarding account creations process
Why Use Lucidchart?
Map process & look for opportunities to automate, streamline and
eliminate

13. Outcome
• Found accounts being created in, and
setup for, abandoned environments
• Automated multiple steps

15. Use Case #4
The Problem
Quickly insource IT operations & transfer MSP knowledge
Why Use Lucidchart?
Use multiple info gathering strategies in one place

17. Outcome
• Successful support transition w/ no downtime
• All-in-one documentation created for existing team as
well as successors
• ‘Info gathering’ templates will ensure that you don’t
forget to ask important questions

18. Use Case #5
The Problem
Confusing onboarding/offboarding process
Why Use Lucidchart?
Visual process flows can clarify processes and align
customers with IT

21. Outcome
• Printouts laminated for 40+ existing departmental
admins
• In-person training conducted to level set
• New admins receive process training using Lucid
diagrams moving forward

22. Overall Takeaways
1. Before you diagram, know your audience
2. As you diagram, keep it as simple as possible
to effectively meet the goal of your audience
3. Use Lucidchart to augment or expose blind
spots in your thought process

23. Thank you!
Open Q&A
Linkedin/in/mdoaneca