2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

I want to talk to you about something thatrsquos really boring

2010

NAT

ION

AL

CO

NFE

RE

NC

E

But really important

In fact itrsquos so important that just about everything you do requires

it

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

TaxonomyTaxonomy

Taxonomy Taxonomy Taxonomy

Taxonomy

TaxonomyTaxonomy Taxonomy

Taxonomy Taxonomy Taxonomy Taxo

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

TaxonomyIs nothellip

hellipStuffing Fluffy

2010

NAT

ION

AL

CO

NFE

RE

NC

ETaxonomy is NotldquoThey put-a

too much-a Tax-on-a-merdquo

An Italian man complaining

about paying too much tax

TaxonomyIs nothellip

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

TaxonomyIshellipBy Definition

Taxonomy (from Greek taxis meaning arrangement or division and nomos meaning law) is the science of classification naming conventions according to a pre-determined system with the resulting catalogue used to provide a conceptual framework for discussion analysis or information retrieval

In theory the development of a good taxonomy takes into account the importance of separating elements of a group (taxon) into subgroups (taxa) that are mutually exclusive unambiguous and taken together include all possibilities In practice a good taxonomy should be simple easy to remember and easy to use

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Oldest ProfessionGenesis 219

Out of the ground the LORD God formed every beast of the field and every bird of the air and brought them

to Adam to see what He would call them And whatever Adam called each living creature that

was its name 20

So if God started with taxonomy maybe we should too

So Adam gave names to all cattle to the birds of the air and to Every beast of the field

So Adam gave names to all cattle to the birds of the air and to Every beast of the field

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Can you think of anythingthat doesnt have a

1Name2Classification or a3Label

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Corner Stone

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE bull Naming

bull Arranging

Naming

Arranging

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Namingbull Searchablebull Findable

Searchable

Findable

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Matching Criterion

Trending amp Forecasting

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Jason Lee

Pilot Inspektor

Michael Jackson

Blanket amp Prince Michael IIShannyn Sossamon

Audio Science

Frank Zappa

Moon Unit

Diva Thin Muffin

Jermaine Jackson

Jermajesty

Gwyneth Paltrow and Chris Martin

AppleSylvester Stallone

Sage Moonblood

Penn Jillette

Moxie Crimefighter

Jerm

These arenot names

they areCURSES

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Why do we bother capturing information in

calls1 To provide information to Customers and Managers 2 Provide evidence of work performed3 Obtain historical data and provide audit history4 Make calls searchable and findable (Matching) 5 Impart knowledge by drawing from corporate experience6 Discover problematic embedded trends and unlock them7 Provide Information to ITSM Processes

EASIER SAID

THAN DONE

2010

NAT

ION

AL

CO

NFE

RE

NC

E ConsistencyQuality

ComplianceAdherence

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E Program A Password ResetProgram B Password InvalidProgram C Access DeniedProgram D Access IssuesProgram E Account queryProgram F Incorrect User ID amp PasswordProgram G LogonProgram H Authentication

Program I ResetProgram J Re-enbledProgram K Locked out

How many password resets

2010

NAT

ION

AL

CO

NFE

RE

NC

EProgram A Password Reset

Program A Module 1 Password ResetProgram B Password Invalid

Program B Module 1 Password ResetProgram C Access Denied

Program C Module 1 Password ResetProgram D Access Issues

Program D Module 1 Password ResetProgram E Account query

Program E Module 1 Password ResetProgram F Incorrect User ID amp Password

Program F Module 1 Password ResetProgram G Logon

Program G Module 1 Password ResetProgram H Authentication

Program H Module 1 Password ResetProgram I Reset

Program I Module 1 Password ResetProgram J Re-enbled

Program J Module 1 Password ResetProgram K Locked out

Program K Module 1 Password Reset

How many password resetsldquoIF Call Details

contains lsquoResetrsquo lsquoLogonrsquo

lsquoPasswordrsquo lsquoAccess Deniedrsquo lsquoAccount Queryrsquo

lsquoAuthenticationrsquo lsquoRe-enabledrsquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

82 328Password Related Calls

Answer

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

79000Total logged

2010

NAT

ION

AL

CO

NFE

RE

NC

E

mmmmmmmmm

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

AARG

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT

>

2010

NAT

ION

AL

CO

NFE

RE

NC

ESELECT FROM CallLogging Table Where Call Logging Date is Between 01052003

- 01052004 and Call Status = ldquoopenrdquo or

ldquoclosedrdquo) and

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

I want to talk to you about something thatrsquos really boring

2010

NAT

ION

AL

CO

NFE

RE

NC

E

But really important

In fact itrsquos so important that just about everything you do requires

it

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

TaxonomyTaxonomy

Taxonomy Taxonomy Taxonomy

Taxonomy

TaxonomyTaxonomy Taxonomy

Taxonomy Taxonomy Taxonomy Taxo

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

TaxonomyIs nothellip

hellipStuffing Fluffy

2010

NAT

ION

AL

CO

NFE

RE

NC

ETaxonomy is NotldquoThey put-a

too much-a Tax-on-a-merdquo

An Italian man complaining

about paying too much tax

TaxonomyIs nothellip

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

TaxonomyIshellipBy Definition

Taxonomy (from Greek taxis meaning arrangement or division and nomos meaning law) is the science of classification naming conventions according to a pre-determined system with the resulting catalogue used to provide a conceptual framework for discussion analysis or information retrieval

In theory the development of a good taxonomy takes into account the importance of separating elements of a group (taxon) into subgroups (taxa) that are mutually exclusive unambiguous and taken together include all possibilities In practice a good taxonomy should be simple easy to remember and easy to use

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Oldest ProfessionGenesis 219

Out of the ground the LORD God formed every beast of the field and every bird of the air and brought them

to Adam to see what He would call them And whatever Adam called each living creature that

was its name 20

So if God started with taxonomy maybe we should too

So Adam gave names to all cattle to the birds of the air and to Every beast of the field

So Adam gave names to all cattle to the birds of the air and to Every beast of the field

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Can you think of anythingthat doesnt have a

1Name2Classification or a3Label

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Corner Stone

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE bull Naming

bull Arranging

Naming

Arranging

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Namingbull Searchablebull Findable

Searchable

Findable

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Matching Criterion

Trending amp Forecasting

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Jason Lee

Pilot Inspektor

Michael Jackson

Blanket amp Prince Michael IIShannyn Sossamon

Audio Science

Frank Zappa

Moon Unit

Diva Thin Muffin

Jermaine Jackson

Jermajesty

Gwyneth Paltrow and Chris Martin

AppleSylvester Stallone

Sage Moonblood

Penn Jillette

Moxie Crimefighter

Jerm

These arenot names

they areCURSES

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Why do we bother capturing information in

calls1 To provide information to Customers and Managers 2 Provide evidence of work performed3 Obtain historical data and provide audit history4 Make calls searchable and findable (Matching) 5 Impart knowledge by drawing from corporate experience6 Discover problematic embedded trends and unlock them7 Provide Information to ITSM Processes

EASIER SAID

THAN DONE

2010

NAT

ION

AL

CO

NFE

RE

NC

E ConsistencyQuality

ComplianceAdherence

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E Program A Password ResetProgram B Password InvalidProgram C Access DeniedProgram D Access IssuesProgram E Account queryProgram F Incorrect User ID amp PasswordProgram G LogonProgram H Authentication

Program I ResetProgram J Re-enbledProgram K Locked out

How many password resets

2010

NAT

ION

AL

CO

NFE

RE

NC

EProgram A Password Reset

Program A Module 1 Password ResetProgram B Password Invalid

Program B Module 1 Password ResetProgram C Access Denied

Program C Module 1 Password ResetProgram D Access Issues

Program D Module 1 Password ResetProgram E Account query

Program E Module 1 Password ResetProgram F Incorrect User ID amp Password

Program F Module 1 Password ResetProgram G Logon

Program G Module 1 Password ResetProgram H Authentication

Program H Module 1 Password ResetProgram I Reset

Program I Module 1 Password ResetProgram J Re-enbled

Program J Module 1 Password ResetProgram K Locked out

Program K Module 1 Password Reset

How many password resetsldquoIF Call Details

contains lsquoResetrsquo lsquoLogonrsquo

lsquoPasswordrsquo lsquoAccess Deniedrsquo lsquoAccount Queryrsquo

lsquoAuthenticationrsquo lsquoRe-enabledrsquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

82 328Password Related Calls

Answer

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

79000Total logged

2010

NAT

ION

AL

CO

NFE

RE

NC

E

mmmmmmmmm

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

AARG

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT

>

2010

NAT

ION

AL

CO

NFE

RE

NC

ESELECT FROM CallLogging Table Where Call Logging Date is Between 01052003

- 01052004 and Call Status = ldquoopenrdquo or

ldquoclosedrdquo) and

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

But really important

In fact itrsquos so important that just about everything you do requires

it

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

TaxonomyTaxonomy

Taxonomy Taxonomy Taxonomy

Taxonomy

TaxonomyTaxonomy Taxonomy

Taxonomy Taxonomy Taxonomy Taxo

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

TaxonomyIs nothellip

hellipStuffing Fluffy

2010

NAT

ION

AL

CO

NFE

RE

NC

ETaxonomy is NotldquoThey put-a

too much-a Tax-on-a-merdquo

An Italian man complaining

about paying too much tax

TaxonomyIs nothellip

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

TaxonomyIshellipBy Definition

Taxonomy (from Greek taxis meaning arrangement or division and nomos meaning law) is the science of classification naming conventions according to a pre-determined system with the resulting catalogue used to provide a conceptual framework for discussion analysis or information retrieval

In theory the development of a good taxonomy takes into account the importance of separating elements of a group (taxon) into subgroups (taxa) that are mutually exclusive unambiguous and taken together include all possibilities In practice a good taxonomy should be simple easy to remember and easy to use

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Oldest ProfessionGenesis 219

Out of the ground the LORD God formed every beast of the field and every bird of the air and brought them

to Adam to see what He would call them And whatever Adam called each living creature that

was its name 20

So if God started with taxonomy maybe we should too

So Adam gave names to all cattle to the birds of the air and to Every beast of the field

So Adam gave names to all cattle to the birds of the air and to Every beast of the field

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Can you think of anythingthat doesnt have a

1Name2Classification or a3Label

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Corner Stone

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE bull Naming

bull Arranging

Naming

Arranging

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Namingbull Searchablebull Findable

Searchable

Findable

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Matching Criterion

Trending amp Forecasting

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Jason Lee

Pilot Inspektor

Michael Jackson

Blanket amp Prince Michael IIShannyn Sossamon

Audio Science

Frank Zappa

Moon Unit

Diva Thin Muffin

Jermaine Jackson

Jermajesty

Gwyneth Paltrow and Chris Martin

AppleSylvester Stallone

Sage Moonblood

Penn Jillette

Moxie Crimefighter

Jerm

These arenot names

they areCURSES

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Why do we bother capturing information in

calls1 To provide information to Customers and Managers 2 Provide evidence of work performed3 Obtain historical data and provide audit history4 Make calls searchable and findable (Matching) 5 Impart knowledge by drawing from corporate experience6 Discover problematic embedded trends and unlock them7 Provide Information to ITSM Processes

EASIER SAID

THAN DONE

2010

NAT

ION

AL

CO

NFE

RE

NC

E ConsistencyQuality

ComplianceAdherence

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E Program A Password ResetProgram B Password InvalidProgram C Access DeniedProgram D Access IssuesProgram E Account queryProgram F Incorrect User ID amp PasswordProgram G LogonProgram H Authentication

Program I ResetProgram J Re-enbledProgram K Locked out

How many password resets

2010

NAT

ION

AL

CO

NFE

RE

NC

EProgram A Password Reset

Program A Module 1 Password ResetProgram B Password Invalid

Program B Module 1 Password ResetProgram C Access Denied

Program C Module 1 Password ResetProgram D Access Issues

Program D Module 1 Password ResetProgram E Account query

Program E Module 1 Password ResetProgram F Incorrect User ID amp Password

Program F Module 1 Password ResetProgram G Logon

Program G Module 1 Password ResetProgram H Authentication

Program H Module 1 Password ResetProgram I Reset

Program I Module 1 Password ResetProgram J Re-enbled

Program J Module 1 Password ResetProgram K Locked out

Program K Module 1 Password Reset

How many password resetsldquoIF Call Details

contains lsquoResetrsquo lsquoLogonrsquo

lsquoPasswordrsquo lsquoAccess Deniedrsquo lsquoAccount Queryrsquo

lsquoAuthenticationrsquo lsquoRe-enabledrsquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

82 328Password Related Calls

Answer

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

79000Total logged

2010

NAT

ION

AL

CO

NFE

RE

NC

E

mmmmmmmmm

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

AARG

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT

>

2010

NAT

ION

AL

CO

NFE

RE

NC

ESELECT FROM CallLogging Table Where Call Logging Date is Between 01052003

- 01052004 and Call Status = ldquoopenrdquo or

ldquoclosedrdquo) and

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

TaxonomyTaxonomy

Taxonomy Taxonomy Taxonomy

Taxonomy

TaxonomyTaxonomy Taxonomy

Taxonomy Taxonomy Taxonomy Taxo

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

TaxonomyIs nothellip

hellipStuffing Fluffy

2010

NAT

ION

AL

CO

NFE

RE

NC

ETaxonomy is NotldquoThey put-a

too much-a Tax-on-a-merdquo

An Italian man complaining

about paying too much tax

TaxonomyIs nothellip

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

TaxonomyIshellipBy Definition

Taxonomy (from Greek taxis meaning arrangement or division and nomos meaning law) is the science of classification naming conventions according to a pre-determined system with the resulting catalogue used to provide a conceptual framework for discussion analysis or information retrieval

In theory the development of a good taxonomy takes into account the importance of separating elements of a group (taxon) into subgroups (taxa) that are mutually exclusive unambiguous and taken together include all possibilities In practice a good taxonomy should be simple easy to remember and easy to use

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Oldest ProfessionGenesis 219

Out of the ground the LORD God formed every beast of the field and every bird of the air and brought them

to Adam to see what He would call them And whatever Adam called each living creature that

was its name 20

So if God started with taxonomy maybe we should too

So Adam gave names to all cattle to the birds of the air and to Every beast of the field

So Adam gave names to all cattle to the birds of the air and to Every beast of the field

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Can you think of anythingthat doesnt have a

1Name2Classification or a3Label

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Corner Stone

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE bull Naming

bull Arranging

Naming

Arranging

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Namingbull Searchablebull Findable

Searchable

Findable

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Matching Criterion

Trending amp Forecasting

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Jason Lee

Pilot Inspektor

Michael Jackson

Blanket amp Prince Michael IIShannyn Sossamon

Audio Science

Frank Zappa

Moon Unit

Diva Thin Muffin

Jermaine Jackson

Jermajesty

Gwyneth Paltrow and Chris Martin

AppleSylvester Stallone

Sage Moonblood

Penn Jillette

Moxie Crimefighter

Jerm

These arenot names

they areCURSES

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Why do we bother capturing information in

calls1 To provide information to Customers and Managers 2 Provide evidence of work performed3 Obtain historical data and provide audit history4 Make calls searchable and findable (Matching) 5 Impart knowledge by drawing from corporate experience6 Discover problematic embedded trends and unlock them7 Provide Information to ITSM Processes

EASIER SAID

THAN DONE

2010

NAT

ION

AL

CO

NFE

RE

NC

E ConsistencyQuality

ComplianceAdherence

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E Program A Password ResetProgram B Password InvalidProgram C Access DeniedProgram D Access IssuesProgram E Account queryProgram F Incorrect User ID amp PasswordProgram G LogonProgram H Authentication

Program I ResetProgram J Re-enbledProgram K Locked out

How many password resets

2010

NAT

ION

AL

CO

NFE

RE

NC

EProgram A Password Reset

Program A Module 1 Password ResetProgram B Password Invalid

Program B Module 1 Password ResetProgram C Access Denied

Program C Module 1 Password ResetProgram D Access Issues

Program D Module 1 Password ResetProgram E Account query

Program E Module 1 Password ResetProgram F Incorrect User ID amp Password

Program F Module 1 Password ResetProgram G Logon

Program G Module 1 Password ResetProgram H Authentication

Program H Module 1 Password ResetProgram I Reset

Program I Module 1 Password ResetProgram J Re-enbled

Program J Module 1 Password ResetProgram K Locked out

Program K Module 1 Password Reset

How many password resetsldquoIF Call Details

contains lsquoResetrsquo lsquoLogonrsquo

lsquoPasswordrsquo lsquoAccess Deniedrsquo lsquoAccount Queryrsquo

lsquoAuthenticationrsquo lsquoRe-enabledrsquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

82 328Password Related Calls

Answer

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

79000Total logged

2010

NAT

ION

AL

CO

NFE

RE

NC

E

mmmmmmmmm

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

AARG

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT

>

2010

NAT

ION

AL

CO

NFE

RE

NC

ESELECT FROM CallLogging Table Where Call Logging Date is Between 01052003

- 01052004 and Call Status = ldquoopenrdquo or

ldquoclosedrdquo) and

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

TaxonomyIs nothellip

hellipStuffing Fluffy

2010

NAT

ION

AL

CO

NFE

RE

NC

ETaxonomy is NotldquoThey put-a

too much-a Tax-on-a-merdquo

An Italian man complaining

about paying too much tax

TaxonomyIs nothellip

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

TaxonomyIshellipBy Definition

Taxonomy (from Greek taxis meaning arrangement or division and nomos meaning law) is the science of classification naming conventions according to a pre-determined system with the resulting catalogue used to provide a conceptual framework for discussion analysis or information retrieval

In theory the development of a good taxonomy takes into account the importance of separating elements of a group (taxon) into subgroups (taxa) that are mutually exclusive unambiguous and taken together include all possibilities In practice a good taxonomy should be simple easy to remember and easy to use

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Oldest ProfessionGenesis 219

Out of the ground the LORD God formed every beast of the field and every bird of the air and brought them

to Adam to see what He would call them And whatever Adam called each living creature that

was its name 20

So if God started with taxonomy maybe we should too

So Adam gave names to all cattle to the birds of the air and to Every beast of the field

So Adam gave names to all cattle to the birds of the air and to Every beast of the field

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Can you think of anythingthat doesnt have a

1Name2Classification or a3Label

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Corner Stone

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE bull Naming

bull Arranging

Naming

Arranging

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Namingbull Searchablebull Findable

Searchable

Findable

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Matching Criterion

Trending amp Forecasting

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Jason Lee

Pilot Inspektor

Michael Jackson

Blanket amp Prince Michael IIShannyn Sossamon

Audio Science

Frank Zappa

Moon Unit

Diva Thin Muffin

Jermaine Jackson

Jermajesty

Gwyneth Paltrow and Chris Martin

AppleSylvester Stallone

Sage Moonblood

Penn Jillette

Moxie Crimefighter

Jerm

These arenot names

they areCURSES

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Why do we bother capturing information in

calls1 To provide information to Customers and Managers 2 Provide evidence of work performed3 Obtain historical data and provide audit history4 Make calls searchable and findable (Matching) 5 Impart knowledge by drawing from corporate experience6 Discover problematic embedded trends and unlock them7 Provide Information to ITSM Processes

EASIER SAID

THAN DONE

2010

NAT

ION

AL

CO

NFE

RE

NC

E ConsistencyQuality

ComplianceAdherence

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E Program A Password ResetProgram B Password InvalidProgram C Access DeniedProgram D Access IssuesProgram E Account queryProgram F Incorrect User ID amp PasswordProgram G LogonProgram H Authentication

Program I ResetProgram J Re-enbledProgram K Locked out

How many password resets

2010

NAT

ION

AL

CO

NFE

RE

NC

EProgram A Password Reset

Program A Module 1 Password ResetProgram B Password Invalid

Program B Module 1 Password ResetProgram C Access Denied

Program C Module 1 Password ResetProgram D Access Issues

Program D Module 1 Password ResetProgram E Account query

Program E Module 1 Password ResetProgram F Incorrect User ID amp Password

Program F Module 1 Password ResetProgram G Logon

Program G Module 1 Password ResetProgram H Authentication

Program H Module 1 Password ResetProgram I Reset

Program I Module 1 Password ResetProgram J Re-enbled

Program J Module 1 Password ResetProgram K Locked out

Program K Module 1 Password Reset

How many password resetsldquoIF Call Details

contains lsquoResetrsquo lsquoLogonrsquo

lsquoPasswordrsquo lsquoAccess Deniedrsquo lsquoAccount Queryrsquo

lsquoAuthenticationrsquo lsquoRe-enabledrsquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

82 328Password Related Calls

Answer

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

79000Total logged

2010

NAT

ION

AL

CO

NFE

RE

NC

E

mmmmmmmmm

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

AARG

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT

>

2010

NAT

ION

AL

CO

NFE

RE

NC

ESELECT FROM CallLogging Table Where Call Logging Date is Between 01052003

- 01052004 and Call Status = ldquoopenrdquo or

ldquoclosedrdquo) and

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

ETaxonomy is NotldquoThey put-a

too much-a Tax-on-a-merdquo

An Italian man complaining

about paying too much tax

TaxonomyIs nothellip

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

TaxonomyIshellipBy Definition

Taxonomy (from Greek taxis meaning arrangement or division and nomos meaning law) is the science of classification naming conventions according to a pre-determined system with the resulting catalogue used to provide a conceptual framework for discussion analysis or information retrieval

In theory the development of a good taxonomy takes into account the importance of separating elements of a group (taxon) into subgroups (taxa) that are mutually exclusive unambiguous and taken together include all possibilities In practice a good taxonomy should be simple easy to remember and easy to use

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Oldest ProfessionGenesis 219

Out of the ground the LORD God formed every beast of the field and every bird of the air and brought them

to Adam to see what He would call them And whatever Adam called each living creature that

was its name 20

So if God started with taxonomy maybe we should too

So Adam gave names to all cattle to the birds of the air and to Every beast of the field

So Adam gave names to all cattle to the birds of the air and to Every beast of the field

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Can you think of anythingthat doesnt have a

1Name2Classification or a3Label

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Corner Stone

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE bull Naming

bull Arranging

Naming

Arranging

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Namingbull Searchablebull Findable

Searchable

Findable

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Matching Criterion

Trending amp Forecasting

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Jason Lee

Pilot Inspektor

Michael Jackson

Blanket amp Prince Michael IIShannyn Sossamon

Audio Science

Frank Zappa

Moon Unit

Diva Thin Muffin

Jermaine Jackson

Jermajesty

Gwyneth Paltrow and Chris Martin

AppleSylvester Stallone

Sage Moonblood

Penn Jillette

Moxie Crimefighter

Jerm

These arenot names

they areCURSES

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Why do we bother capturing information in

calls1 To provide information to Customers and Managers 2 Provide evidence of work performed3 Obtain historical data and provide audit history4 Make calls searchable and findable (Matching) 5 Impart knowledge by drawing from corporate experience6 Discover problematic embedded trends and unlock them7 Provide Information to ITSM Processes

EASIER SAID

THAN DONE

2010

NAT

ION

AL

CO

NFE

RE

NC

E ConsistencyQuality

ComplianceAdherence

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E Program A Password ResetProgram B Password InvalidProgram C Access DeniedProgram D Access IssuesProgram E Account queryProgram F Incorrect User ID amp PasswordProgram G LogonProgram H Authentication

Program I ResetProgram J Re-enbledProgram K Locked out

How many password resets

2010

NAT

ION

AL

CO

NFE

RE

NC

EProgram A Password Reset

Program A Module 1 Password ResetProgram B Password Invalid

Program B Module 1 Password ResetProgram C Access Denied

Program C Module 1 Password ResetProgram D Access Issues

Program D Module 1 Password ResetProgram E Account query

Program E Module 1 Password ResetProgram F Incorrect User ID amp Password

Program F Module 1 Password ResetProgram G Logon

Program G Module 1 Password ResetProgram H Authentication

Program H Module 1 Password ResetProgram I Reset

Program I Module 1 Password ResetProgram J Re-enbled

Program J Module 1 Password ResetProgram K Locked out

Program K Module 1 Password Reset

How many password resetsldquoIF Call Details

contains lsquoResetrsquo lsquoLogonrsquo

lsquoPasswordrsquo lsquoAccess Deniedrsquo lsquoAccount Queryrsquo

lsquoAuthenticationrsquo lsquoRe-enabledrsquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

82 328Password Related Calls

Answer

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

79000Total logged

2010

NAT

ION

AL

CO

NFE

RE

NC

E

mmmmmmmmm

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

AARG

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT

>

2010

NAT

ION

AL

CO

NFE

RE

NC

ESELECT FROM CallLogging Table Where Call Logging Date is Between 01052003

- 01052004 and Call Status = ldquoopenrdquo or

ldquoclosedrdquo) and

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

TaxonomyIshellipBy Definition

Taxonomy (from Greek taxis meaning arrangement or division and nomos meaning law) is the science of classification naming conventions according to a pre-determined system with the resulting catalogue used to provide a conceptual framework for discussion analysis or information retrieval

In theory the development of a good taxonomy takes into account the importance of separating elements of a group (taxon) into subgroups (taxa) that are mutually exclusive unambiguous and taken together include all possibilities In practice a good taxonomy should be simple easy to remember and easy to use

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Oldest ProfessionGenesis 219

Out of the ground the LORD God formed every beast of the field and every bird of the air and brought them

to Adam to see what He would call them And whatever Adam called each living creature that

was its name 20

So if God started with taxonomy maybe we should too

So Adam gave names to all cattle to the birds of the air and to Every beast of the field

So Adam gave names to all cattle to the birds of the air and to Every beast of the field

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Can you think of anythingthat doesnt have a

1Name2Classification or a3Label

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Corner Stone

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE bull Naming

bull Arranging

Naming

Arranging

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Namingbull Searchablebull Findable

Searchable

Findable

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Matching Criterion

Trending amp Forecasting

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Jason Lee

Pilot Inspektor

Michael Jackson

Blanket amp Prince Michael IIShannyn Sossamon

Audio Science

Frank Zappa

Moon Unit

Diva Thin Muffin

Jermaine Jackson

Jermajesty

Gwyneth Paltrow and Chris Martin

AppleSylvester Stallone

Sage Moonblood

Penn Jillette

Moxie Crimefighter

Jerm

These arenot names

they areCURSES

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Why do we bother capturing information in

calls1 To provide information to Customers and Managers 2 Provide evidence of work performed3 Obtain historical data and provide audit history4 Make calls searchable and findable (Matching) 5 Impart knowledge by drawing from corporate experience6 Discover problematic embedded trends and unlock them7 Provide Information to ITSM Processes

EASIER SAID

THAN DONE

2010

NAT

ION

AL

CO

NFE

RE

NC

E ConsistencyQuality

ComplianceAdherence

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E Program A Password ResetProgram B Password InvalidProgram C Access DeniedProgram D Access IssuesProgram E Account queryProgram F Incorrect User ID amp PasswordProgram G LogonProgram H Authentication

Program I ResetProgram J Re-enbledProgram K Locked out

How many password resets

2010

NAT

ION

AL

CO

NFE

RE

NC

EProgram A Password Reset

Program A Module 1 Password ResetProgram B Password Invalid

Program B Module 1 Password ResetProgram C Access Denied

Program C Module 1 Password ResetProgram D Access Issues

Program D Module 1 Password ResetProgram E Account query

Program E Module 1 Password ResetProgram F Incorrect User ID amp Password

Program F Module 1 Password ResetProgram G Logon

Program G Module 1 Password ResetProgram H Authentication

Program H Module 1 Password ResetProgram I Reset

Program I Module 1 Password ResetProgram J Re-enbled

Program J Module 1 Password ResetProgram K Locked out

Program K Module 1 Password Reset

How many password resetsldquoIF Call Details

contains lsquoResetrsquo lsquoLogonrsquo

lsquoPasswordrsquo lsquoAccess Deniedrsquo lsquoAccount Queryrsquo

lsquoAuthenticationrsquo lsquoRe-enabledrsquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

82 328Password Related Calls

Answer

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

79000Total logged

2010

NAT

ION

AL

CO

NFE

RE

NC

E

mmmmmmmmm

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

AARG

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT

>

2010

NAT

ION

AL

CO

NFE

RE

NC

ESELECT FROM CallLogging Table Where Call Logging Date is Between 01052003

- 01052004 and Call Status = ldquoopenrdquo or

ldquoclosedrdquo) and

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Oldest ProfessionGenesis 219

Out of the ground the LORD God formed every beast of the field and every bird of the air and brought them

to Adam to see what He would call them And whatever Adam called each living creature that

was its name 20

So if God started with taxonomy maybe we should too

So Adam gave names to all cattle to the birds of the air and to Every beast of the field

So Adam gave names to all cattle to the birds of the air and to Every beast of the field

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Can you think of anythingthat doesnt have a

1Name2Classification or a3Label

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Corner Stone

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE bull Naming

bull Arranging

Naming

Arranging

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Namingbull Searchablebull Findable

Searchable

Findable

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Matching Criterion

Trending amp Forecasting

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Jason Lee

Pilot Inspektor

Michael Jackson

Blanket amp Prince Michael IIShannyn Sossamon

Audio Science

Frank Zappa

Moon Unit

Diva Thin Muffin

Jermaine Jackson

Jermajesty

Gwyneth Paltrow and Chris Martin

AppleSylvester Stallone

Sage Moonblood

Penn Jillette

Moxie Crimefighter

Jerm

These arenot names

they areCURSES

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Why do we bother capturing information in

calls1 To provide information to Customers and Managers 2 Provide evidence of work performed3 Obtain historical data and provide audit history4 Make calls searchable and findable (Matching) 5 Impart knowledge by drawing from corporate experience6 Discover problematic embedded trends and unlock them7 Provide Information to ITSM Processes

EASIER SAID

THAN DONE

2010

NAT

ION

AL

CO

NFE

RE

NC

E ConsistencyQuality

ComplianceAdherence

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E Program A Password ResetProgram B Password InvalidProgram C Access DeniedProgram D Access IssuesProgram E Account queryProgram F Incorrect User ID amp PasswordProgram G LogonProgram H Authentication

Program I ResetProgram J Re-enbledProgram K Locked out

How many password resets

2010

NAT

ION

AL

CO

NFE

RE

NC

EProgram A Password Reset

Program A Module 1 Password ResetProgram B Password Invalid

Program B Module 1 Password ResetProgram C Access Denied

Program C Module 1 Password ResetProgram D Access Issues

Program D Module 1 Password ResetProgram E Account query

Program E Module 1 Password ResetProgram F Incorrect User ID amp Password

Program F Module 1 Password ResetProgram G Logon

Program G Module 1 Password ResetProgram H Authentication

Program H Module 1 Password ResetProgram I Reset

Program I Module 1 Password ResetProgram J Re-enbled

Program J Module 1 Password ResetProgram K Locked out

Program K Module 1 Password Reset

How many password resetsldquoIF Call Details

contains lsquoResetrsquo lsquoLogonrsquo

lsquoPasswordrsquo lsquoAccess Deniedrsquo lsquoAccount Queryrsquo

lsquoAuthenticationrsquo lsquoRe-enabledrsquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

82 328Password Related Calls

Answer

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

79000Total logged

2010

NAT

ION

AL

CO

NFE

RE

NC

E

mmmmmmmmm

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

AARG

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT

>

2010

NAT

ION

AL

CO

NFE

RE

NC

ESELECT FROM CallLogging Table Where Call Logging Date is Between 01052003

- 01052004 and Call Status = ldquoopenrdquo or

ldquoclosedrdquo) and

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Can you think of anythingthat doesnt have a

1Name2Classification or a3Label

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Corner Stone

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE bull Naming

bull Arranging

Naming

Arranging

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Namingbull Searchablebull Findable

Searchable

Findable

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Matching Criterion

Trending amp Forecasting

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Jason Lee

Pilot Inspektor

Michael Jackson

Blanket amp Prince Michael IIShannyn Sossamon

Audio Science

Frank Zappa

Moon Unit

Diva Thin Muffin

Jermaine Jackson

Jermajesty

Gwyneth Paltrow and Chris Martin

AppleSylvester Stallone

Sage Moonblood

Penn Jillette

Moxie Crimefighter

Jerm

These arenot names

they areCURSES

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Why do we bother capturing information in

calls1 To provide information to Customers and Managers 2 Provide evidence of work performed3 Obtain historical data and provide audit history4 Make calls searchable and findable (Matching) 5 Impart knowledge by drawing from corporate experience6 Discover problematic embedded trends and unlock them7 Provide Information to ITSM Processes

EASIER SAID

THAN DONE

2010

NAT

ION

AL

CO

NFE

RE

NC

E ConsistencyQuality

ComplianceAdherence

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E Program A Password ResetProgram B Password InvalidProgram C Access DeniedProgram D Access IssuesProgram E Account queryProgram F Incorrect User ID amp PasswordProgram G LogonProgram H Authentication

Program I ResetProgram J Re-enbledProgram K Locked out

How many password resets

2010

NAT

ION

AL

CO

NFE

RE

NC

EProgram A Password Reset

Program A Module 1 Password ResetProgram B Password Invalid

Program B Module 1 Password ResetProgram C Access Denied

Program C Module 1 Password ResetProgram D Access Issues

Program D Module 1 Password ResetProgram E Account query

Program E Module 1 Password ResetProgram F Incorrect User ID amp Password

Program F Module 1 Password ResetProgram G Logon

Program G Module 1 Password ResetProgram H Authentication

Program H Module 1 Password ResetProgram I Reset

Program I Module 1 Password ResetProgram J Re-enbled

Program J Module 1 Password ResetProgram K Locked out

Program K Module 1 Password Reset

How many password resetsldquoIF Call Details

contains lsquoResetrsquo lsquoLogonrsquo

lsquoPasswordrsquo lsquoAccess Deniedrsquo lsquoAccount Queryrsquo

lsquoAuthenticationrsquo lsquoRe-enabledrsquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

82 328Password Related Calls

Answer

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

79000Total logged

2010

NAT

ION

AL

CO

NFE

RE

NC

E

mmmmmmmmm

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

AARG

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT

>

2010

NAT

ION

AL

CO

NFE

RE

NC

ESELECT FROM CallLogging Table Where Call Logging Date is Between 01052003

- 01052004 and Call Status = ldquoopenrdquo or

ldquoclosedrdquo) and

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Corner Stone

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE bull Naming

bull Arranging

Naming

Arranging

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Namingbull Searchablebull Findable

Searchable

Findable

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Matching Criterion

Trending amp Forecasting

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Jason Lee

Pilot Inspektor

Michael Jackson

Blanket amp Prince Michael IIShannyn Sossamon

Audio Science

Frank Zappa

Moon Unit

Diva Thin Muffin

Jermaine Jackson

Jermajesty

Gwyneth Paltrow and Chris Martin

AppleSylvester Stallone

Sage Moonblood

Penn Jillette

Moxie Crimefighter

Jerm

These arenot names

they areCURSES

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Why do we bother capturing information in

calls1 To provide information to Customers and Managers 2 Provide evidence of work performed3 Obtain historical data and provide audit history4 Make calls searchable and findable (Matching) 5 Impart knowledge by drawing from corporate experience6 Discover problematic embedded trends and unlock them7 Provide Information to ITSM Processes

EASIER SAID

THAN DONE

2010

NAT

ION

AL

CO

NFE

RE

NC

E ConsistencyQuality

ComplianceAdherence

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E Program A Password ResetProgram B Password InvalidProgram C Access DeniedProgram D Access IssuesProgram E Account queryProgram F Incorrect User ID amp PasswordProgram G LogonProgram H Authentication

Program I ResetProgram J Re-enbledProgram K Locked out

How many password resets

2010

NAT

ION

AL

CO

NFE

RE

NC

EProgram A Password Reset

Program A Module 1 Password ResetProgram B Password Invalid

Program B Module 1 Password ResetProgram C Access Denied

Program C Module 1 Password ResetProgram D Access Issues

Program D Module 1 Password ResetProgram E Account query

Program E Module 1 Password ResetProgram F Incorrect User ID amp Password

Program F Module 1 Password ResetProgram G Logon

Program G Module 1 Password ResetProgram H Authentication

Program H Module 1 Password ResetProgram I Reset

Program I Module 1 Password ResetProgram J Re-enbled

Program J Module 1 Password ResetProgram K Locked out

Program K Module 1 Password Reset

How many password resetsldquoIF Call Details

contains lsquoResetrsquo lsquoLogonrsquo

lsquoPasswordrsquo lsquoAccess Deniedrsquo lsquoAccount Queryrsquo

lsquoAuthenticationrsquo lsquoRe-enabledrsquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

82 328Password Related Calls

Answer

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

79000Total logged

2010

NAT

ION

AL

CO

NFE

RE

NC

E

mmmmmmmmm

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

AARG

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT

>

2010

NAT

ION

AL

CO

NFE

RE

NC

ESELECT FROM CallLogging Table Where Call Logging Date is Between 01052003

- 01052004 and Call Status = ldquoopenrdquo or

ldquoclosedrdquo) and

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE bull Naming

bull Arranging

Naming

Arranging

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Namingbull Searchablebull Findable

Searchable

Findable

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Matching Criterion

Trending amp Forecasting

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Jason Lee

Pilot Inspektor

Michael Jackson

Blanket amp Prince Michael IIShannyn Sossamon

Audio Science

Frank Zappa

Moon Unit

Diva Thin Muffin

Jermaine Jackson

Jermajesty

Gwyneth Paltrow and Chris Martin

AppleSylvester Stallone

Sage Moonblood

Penn Jillette

Moxie Crimefighter

Jerm

These arenot names

they areCURSES

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Why do we bother capturing information in

calls1 To provide information to Customers and Managers 2 Provide evidence of work performed3 Obtain historical data and provide audit history4 Make calls searchable and findable (Matching) 5 Impart knowledge by drawing from corporate experience6 Discover problematic embedded trends and unlock them7 Provide Information to ITSM Processes

EASIER SAID

THAN DONE

2010

NAT

ION

AL

CO

NFE

RE

NC

E ConsistencyQuality

ComplianceAdherence

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E Program A Password ResetProgram B Password InvalidProgram C Access DeniedProgram D Access IssuesProgram E Account queryProgram F Incorrect User ID amp PasswordProgram G LogonProgram H Authentication

Program I ResetProgram J Re-enbledProgram K Locked out

How many password resets

2010

NAT

ION

AL

CO

NFE

RE

NC

EProgram A Password Reset

Program A Module 1 Password ResetProgram B Password Invalid

Program B Module 1 Password ResetProgram C Access Denied

Program C Module 1 Password ResetProgram D Access Issues

Program D Module 1 Password ResetProgram E Account query

Program E Module 1 Password ResetProgram F Incorrect User ID amp Password

Program F Module 1 Password ResetProgram G Logon

Program G Module 1 Password ResetProgram H Authentication

Program H Module 1 Password ResetProgram I Reset

Program I Module 1 Password ResetProgram J Re-enbled

Program J Module 1 Password ResetProgram K Locked out

Program K Module 1 Password Reset

How many password resetsldquoIF Call Details

contains lsquoResetrsquo lsquoLogonrsquo

lsquoPasswordrsquo lsquoAccess Deniedrsquo lsquoAccount Queryrsquo

lsquoAuthenticationrsquo lsquoRe-enabledrsquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

82 328Password Related Calls

Answer

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

79000Total logged

2010

NAT

ION

AL

CO

NFE

RE

NC

E

mmmmmmmmm

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

AARG

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT

>

2010

NAT

ION

AL

CO

NFE

RE

NC

ESELECT FROM CallLogging Table Where Call Logging Date is Between 01052003

- 01052004 and Call Status = ldquoopenrdquo or

ldquoclosedrdquo) and

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Namingbull Searchablebull Findable

Searchable

Findable

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Matching Criterion

Trending amp Forecasting

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Jason Lee

Pilot Inspektor

Michael Jackson

Blanket amp Prince Michael IIShannyn Sossamon

Audio Science

Frank Zappa

Moon Unit

Diva Thin Muffin

Jermaine Jackson

Jermajesty

Gwyneth Paltrow and Chris Martin

AppleSylvester Stallone

Sage Moonblood

Penn Jillette

Moxie Crimefighter

Jerm

These arenot names

they areCURSES

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Why do we bother capturing information in

calls1 To provide information to Customers and Managers 2 Provide evidence of work performed3 Obtain historical data and provide audit history4 Make calls searchable and findable (Matching) 5 Impart knowledge by drawing from corporate experience6 Discover problematic embedded trends and unlock them7 Provide Information to ITSM Processes

EASIER SAID

THAN DONE

2010

NAT

ION

AL

CO

NFE

RE

NC

E ConsistencyQuality

ComplianceAdherence

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E Program A Password ResetProgram B Password InvalidProgram C Access DeniedProgram D Access IssuesProgram E Account queryProgram F Incorrect User ID amp PasswordProgram G LogonProgram H Authentication

Program I ResetProgram J Re-enbledProgram K Locked out

How many password resets

2010

NAT

ION

AL

CO

NFE

RE

NC

EProgram A Password Reset

Program A Module 1 Password ResetProgram B Password Invalid

Program B Module 1 Password ResetProgram C Access Denied

Program C Module 1 Password ResetProgram D Access Issues

Program D Module 1 Password ResetProgram E Account query

Program E Module 1 Password ResetProgram F Incorrect User ID amp Password

Program F Module 1 Password ResetProgram G Logon

Program G Module 1 Password ResetProgram H Authentication

Program H Module 1 Password ResetProgram I Reset

Program I Module 1 Password ResetProgram J Re-enbled

Program J Module 1 Password ResetProgram K Locked out

Program K Module 1 Password Reset

How many password resetsldquoIF Call Details

contains lsquoResetrsquo lsquoLogonrsquo

lsquoPasswordrsquo lsquoAccess Deniedrsquo lsquoAccount Queryrsquo

lsquoAuthenticationrsquo lsquoRe-enabledrsquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

82 328Password Related Calls

Answer

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

79000Total logged

2010

NAT

ION

AL

CO

NFE

RE

NC

E

mmmmmmmmm

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

AARG

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT

>

2010

NAT

ION

AL

CO

NFE

RE

NC

ESELECT FROM CallLogging Table Where Call Logging Date is Between 01052003

- 01052004 and Call Status = ldquoopenrdquo or

ldquoclosedrdquo) and

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Matching Criterion

Trending amp Forecasting

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Jason Lee

Pilot Inspektor

Michael Jackson

Blanket amp Prince Michael IIShannyn Sossamon

Audio Science

Frank Zappa

Moon Unit

Diva Thin Muffin

Jermaine Jackson

Jermajesty

Gwyneth Paltrow and Chris Martin

AppleSylvester Stallone

Sage Moonblood

Penn Jillette

Moxie Crimefighter

Jerm

These arenot names

they areCURSES

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Why do we bother capturing information in

calls1 To provide information to Customers and Managers 2 Provide evidence of work performed3 Obtain historical data and provide audit history4 Make calls searchable and findable (Matching) 5 Impart knowledge by drawing from corporate experience6 Discover problematic embedded trends and unlock them7 Provide Information to ITSM Processes

EASIER SAID

THAN DONE

2010

NAT

ION

AL

CO

NFE

RE

NC

E ConsistencyQuality

ComplianceAdherence

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E Program A Password ResetProgram B Password InvalidProgram C Access DeniedProgram D Access IssuesProgram E Account queryProgram F Incorrect User ID amp PasswordProgram G LogonProgram H Authentication

Program I ResetProgram J Re-enbledProgram K Locked out

How many password resets

2010

NAT

ION

AL

CO

NFE

RE

NC

EProgram A Password Reset

Program A Module 1 Password ResetProgram B Password Invalid

Program B Module 1 Password ResetProgram C Access Denied

Program C Module 1 Password ResetProgram D Access Issues

Program D Module 1 Password ResetProgram E Account query

Program E Module 1 Password ResetProgram F Incorrect User ID amp Password

Program F Module 1 Password ResetProgram G Logon

Program G Module 1 Password ResetProgram H Authentication

Program H Module 1 Password ResetProgram I Reset

Program I Module 1 Password ResetProgram J Re-enbled

Program J Module 1 Password ResetProgram K Locked out

Program K Module 1 Password Reset

How many password resetsldquoIF Call Details

contains lsquoResetrsquo lsquoLogonrsquo

lsquoPasswordrsquo lsquoAccess Deniedrsquo lsquoAccount Queryrsquo

lsquoAuthenticationrsquo lsquoRe-enabledrsquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

82 328Password Related Calls

Answer

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

79000Total logged

2010

NAT

ION

AL

CO

NFE

RE

NC

E

mmmmmmmmm

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

AARG

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT

>

2010

NAT

ION

AL

CO

NFE

RE

NC

ESELECT FROM CallLogging Table Where Call Logging Date is Between 01052003

- 01052004 and Call Status = ldquoopenrdquo or

ldquoclosedrdquo) and

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Jason Lee

Pilot Inspektor

Michael Jackson

Blanket amp Prince Michael IIShannyn Sossamon

Audio Science

Frank Zappa

Moon Unit

Diva Thin Muffin

Jermaine Jackson

Jermajesty

Gwyneth Paltrow and Chris Martin

AppleSylvester Stallone

Sage Moonblood

Penn Jillette

Moxie Crimefighter

Jerm

These arenot names

they areCURSES

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Why do we bother capturing information in

calls1 To provide information to Customers and Managers 2 Provide evidence of work performed3 Obtain historical data and provide audit history4 Make calls searchable and findable (Matching) 5 Impart knowledge by drawing from corporate experience6 Discover problematic embedded trends and unlock them7 Provide Information to ITSM Processes

EASIER SAID

THAN DONE

2010

NAT

ION

AL

CO

NFE

RE

NC

E ConsistencyQuality

ComplianceAdherence

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E Program A Password ResetProgram B Password InvalidProgram C Access DeniedProgram D Access IssuesProgram E Account queryProgram F Incorrect User ID amp PasswordProgram G LogonProgram H Authentication

Program I ResetProgram J Re-enbledProgram K Locked out

How many password resets

2010

NAT

ION

AL

CO

NFE

RE

NC

EProgram A Password Reset

Program A Module 1 Password ResetProgram B Password Invalid

Program B Module 1 Password ResetProgram C Access Denied

Program C Module 1 Password ResetProgram D Access Issues

Program D Module 1 Password ResetProgram E Account query

Program E Module 1 Password ResetProgram F Incorrect User ID amp Password

Program F Module 1 Password ResetProgram G Logon

Program G Module 1 Password ResetProgram H Authentication

Program H Module 1 Password ResetProgram I Reset

Program I Module 1 Password ResetProgram J Re-enbled

Program J Module 1 Password ResetProgram K Locked out

Program K Module 1 Password Reset

How many password resetsldquoIF Call Details

contains lsquoResetrsquo lsquoLogonrsquo

lsquoPasswordrsquo lsquoAccess Deniedrsquo lsquoAccount Queryrsquo

lsquoAuthenticationrsquo lsquoRe-enabledrsquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

82 328Password Related Calls

Answer

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

79000Total logged

2010

NAT

ION

AL

CO

NFE

RE

NC

E

mmmmmmmmm

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

AARG

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT

>

2010

NAT

ION

AL

CO

NFE

RE

NC

ESELECT FROM CallLogging Table Where Call Logging Date is Between 01052003

- 01052004 and Call Status = ldquoopenrdquo or

ldquoclosedrdquo) and

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Jason Lee

Pilot Inspektor

Michael Jackson

Blanket amp Prince Michael IIShannyn Sossamon

Audio Science

Frank Zappa

Moon Unit

Diva Thin Muffin

Jermaine Jackson

Jermajesty

Gwyneth Paltrow and Chris Martin

AppleSylvester Stallone

Sage Moonblood

Penn Jillette

Moxie Crimefighter

Jerm

These arenot names

they areCURSES

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Why do we bother capturing information in

calls1 To provide information to Customers and Managers 2 Provide evidence of work performed3 Obtain historical data and provide audit history4 Make calls searchable and findable (Matching) 5 Impart knowledge by drawing from corporate experience6 Discover problematic embedded trends and unlock them7 Provide Information to ITSM Processes

EASIER SAID

THAN DONE

2010

NAT

ION

AL

CO

NFE

RE

NC

E ConsistencyQuality

ComplianceAdherence

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E Program A Password ResetProgram B Password InvalidProgram C Access DeniedProgram D Access IssuesProgram E Account queryProgram F Incorrect User ID amp PasswordProgram G LogonProgram H Authentication

Program I ResetProgram J Re-enbledProgram K Locked out

How many password resets

2010

NAT

ION

AL

CO

NFE

RE

NC

EProgram A Password Reset

Program A Module 1 Password ResetProgram B Password Invalid

Program B Module 1 Password ResetProgram C Access Denied

Program C Module 1 Password ResetProgram D Access Issues

Program D Module 1 Password ResetProgram E Account query

Program E Module 1 Password ResetProgram F Incorrect User ID amp Password

Program F Module 1 Password ResetProgram G Logon

Program G Module 1 Password ResetProgram H Authentication

Program H Module 1 Password ResetProgram I Reset

Program I Module 1 Password ResetProgram J Re-enbled

Program J Module 1 Password ResetProgram K Locked out

Program K Module 1 Password Reset

How many password resetsldquoIF Call Details

contains lsquoResetrsquo lsquoLogonrsquo

lsquoPasswordrsquo lsquoAccess Deniedrsquo lsquoAccount Queryrsquo

lsquoAuthenticationrsquo lsquoRe-enabledrsquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

82 328Password Related Calls

Answer

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

79000Total logged

2010

NAT

ION

AL

CO

NFE

RE

NC

E

mmmmmmmmm

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

AARG

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT

>

2010

NAT

ION

AL

CO

NFE

RE

NC

ESELECT FROM CallLogging Table Where Call Logging Date is Between 01052003

- 01052004 and Call Status = ldquoopenrdquo or

ldquoclosedrdquo) and

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

Jason Lee

Pilot Inspektor

Michael Jackson

Blanket amp Prince Michael IIShannyn Sossamon

Audio Science

Frank Zappa

Moon Unit

Diva Thin Muffin

Jermaine Jackson

Jermajesty

Gwyneth Paltrow and Chris Martin

AppleSylvester Stallone

Sage Moonblood

Penn Jillette

Moxie Crimefighter

Jerm

These arenot names

they areCURSES

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Why do we bother capturing information in

calls1 To provide information to Customers and Managers 2 Provide evidence of work performed3 Obtain historical data and provide audit history4 Make calls searchable and findable (Matching) 5 Impart knowledge by drawing from corporate experience6 Discover problematic embedded trends and unlock them7 Provide Information to ITSM Processes

EASIER SAID

THAN DONE

2010

NAT

ION

AL

CO

NFE

RE

NC

E ConsistencyQuality

ComplianceAdherence

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E Program A Password ResetProgram B Password InvalidProgram C Access DeniedProgram D Access IssuesProgram E Account queryProgram F Incorrect User ID amp PasswordProgram G LogonProgram H Authentication

Program I ResetProgram J Re-enbledProgram K Locked out

How many password resets

2010

NAT

ION

AL

CO

NFE

RE

NC

EProgram A Password Reset

Program A Module 1 Password ResetProgram B Password Invalid

Program B Module 1 Password ResetProgram C Access Denied

Program C Module 1 Password ResetProgram D Access Issues

Program D Module 1 Password ResetProgram E Account query

Program E Module 1 Password ResetProgram F Incorrect User ID amp Password

Program F Module 1 Password ResetProgram G Logon

Program G Module 1 Password ResetProgram H Authentication

Program H Module 1 Password ResetProgram I Reset

Program I Module 1 Password ResetProgram J Re-enbled

Program J Module 1 Password ResetProgram K Locked out

Program K Module 1 Password Reset

How many password resetsldquoIF Call Details

contains lsquoResetrsquo lsquoLogonrsquo

lsquoPasswordrsquo lsquoAccess Deniedrsquo lsquoAccount Queryrsquo

lsquoAuthenticationrsquo lsquoRe-enabledrsquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

82 328Password Related Calls

Answer

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

79000Total logged

2010

NAT

ION

AL

CO

NFE

RE

NC

E

mmmmmmmmm

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

AARG

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT

>

2010

NAT

ION

AL

CO

NFE

RE

NC

ESELECT FROM CallLogging Table Where Call Logging Date is Between 01052003

- 01052004 and Call Status = ldquoopenrdquo or

ldquoclosedrdquo) and

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Why do we bother capturing information in

calls1 To provide information to Customers and Managers 2 Provide evidence of work performed3 Obtain historical data and provide audit history4 Make calls searchable and findable (Matching) 5 Impart knowledge by drawing from corporate experience6 Discover problematic embedded trends and unlock them7 Provide Information to ITSM Processes

EASIER SAID

THAN DONE

2010

NAT

ION

AL

CO

NFE

RE

NC

E ConsistencyQuality

ComplianceAdherence

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E Program A Password ResetProgram B Password InvalidProgram C Access DeniedProgram D Access IssuesProgram E Account queryProgram F Incorrect User ID amp PasswordProgram G LogonProgram H Authentication

Program I ResetProgram J Re-enbledProgram K Locked out

How many password resets

2010

NAT

ION

AL

CO

NFE

RE

NC

EProgram A Password Reset

Program A Module 1 Password ResetProgram B Password Invalid

Program B Module 1 Password ResetProgram C Access Denied

Program C Module 1 Password ResetProgram D Access Issues

Program D Module 1 Password ResetProgram E Account query

Program E Module 1 Password ResetProgram F Incorrect User ID amp Password

Program F Module 1 Password ResetProgram G Logon

Program G Module 1 Password ResetProgram H Authentication

Program H Module 1 Password ResetProgram I Reset

Program I Module 1 Password ResetProgram J Re-enbled

Program J Module 1 Password ResetProgram K Locked out

Program K Module 1 Password Reset

How many password resetsldquoIF Call Details

contains lsquoResetrsquo lsquoLogonrsquo

lsquoPasswordrsquo lsquoAccess Deniedrsquo lsquoAccount Queryrsquo

lsquoAuthenticationrsquo lsquoRe-enabledrsquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

82 328Password Related Calls

Answer

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

79000Total logged

2010

NAT

ION

AL

CO

NFE

RE

NC

E

mmmmmmmmm

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

AARG

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT

>

2010

NAT

ION

AL

CO

NFE

RE

NC

ESELECT FROM CallLogging Table Where Call Logging Date is Between 01052003

- 01052004 and Call Status = ldquoopenrdquo or

ldquoclosedrdquo) and

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E20

10 N

ATIO

NA

LC

ON

FER

EN

CE

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Why do we bother capturing information in

calls1 To provide information to Customers and Managers 2 Provide evidence of work performed3 Obtain historical data and provide audit history4 Make calls searchable and findable (Matching) 5 Impart knowledge by drawing from corporate experience6 Discover problematic embedded trends and unlock them7 Provide Information to ITSM Processes

EASIER SAID

THAN DONE

2010

NAT

ION

AL

CO

NFE

RE

NC

E ConsistencyQuality

ComplianceAdherence

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E Program A Password ResetProgram B Password InvalidProgram C Access DeniedProgram D Access IssuesProgram E Account queryProgram F Incorrect User ID amp PasswordProgram G LogonProgram H Authentication

Program I ResetProgram J Re-enbledProgram K Locked out

How many password resets

2010

NAT

ION

AL

CO

NFE

RE

NC

EProgram A Password Reset

Program A Module 1 Password ResetProgram B Password Invalid

Program B Module 1 Password ResetProgram C Access Denied

Program C Module 1 Password ResetProgram D Access Issues

Program D Module 1 Password ResetProgram E Account query

Program E Module 1 Password ResetProgram F Incorrect User ID amp Password

Program F Module 1 Password ResetProgram G Logon

Program G Module 1 Password ResetProgram H Authentication

Program H Module 1 Password ResetProgram I Reset

Program I Module 1 Password ResetProgram J Re-enbled

Program J Module 1 Password ResetProgram K Locked out

Program K Module 1 Password Reset

How many password resetsldquoIF Call Details

contains lsquoResetrsquo lsquoLogonrsquo

lsquoPasswordrsquo lsquoAccess Deniedrsquo lsquoAccount Queryrsquo

lsquoAuthenticationrsquo lsquoRe-enabledrsquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

82 328Password Related Calls

Answer

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

79000Total logged

2010

NAT

ION

AL

CO

NFE

RE

NC

E

mmmmmmmmm

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

AARG

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT

>

2010

NAT

ION

AL

CO

NFE

RE

NC

ESELECT FROM CallLogging Table Where Call Logging Date is Between 01052003

- 01052004 and Call Status = ldquoopenrdquo or

ldquoclosedrdquo) and

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Why do we bother capturing information in

calls1 To provide information to Customers and Managers 2 Provide evidence of work performed3 Obtain historical data and provide audit history4 Make calls searchable and findable (Matching) 5 Impart knowledge by drawing from corporate experience6 Discover problematic embedded trends and unlock them7 Provide Information to ITSM Processes

EASIER SAID

THAN DONE

2010

NAT

ION

AL

CO

NFE

RE

NC

E ConsistencyQuality

ComplianceAdherence

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E Program A Password ResetProgram B Password InvalidProgram C Access DeniedProgram D Access IssuesProgram E Account queryProgram F Incorrect User ID amp PasswordProgram G LogonProgram H Authentication

Program I ResetProgram J Re-enbledProgram K Locked out

How many password resets

2010

NAT

ION

AL

CO

NFE

RE

NC

EProgram A Password Reset

Program A Module 1 Password ResetProgram B Password Invalid

Program B Module 1 Password ResetProgram C Access Denied

Program C Module 1 Password ResetProgram D Access Issues

Program D Module 1 Password ResetProgram E Account query

Program E Module 1 Password ResetProgram F Incorrect User ID amp Password

Program F Module 1 Password ResetProgram G Logon

Program G Module 1 Password ResetProgram H Authentication

Program H Module 1 Password ResetProgram I Reset

Program I Module 1 Password ResetProgram J Re-enbled

Program J Module 1 Password ResetProgram K Locked out

Program K Module 1 Password Reset

How many password resetsldquoIF Call Details

contains lsquoResetrsquo lsquoLogonrsquo

lsquoPasswordrsquo lsquoAccess Deniedrsquo lsquoAccount Queryrsquo

lsquoAuthenticationrsquo lsquoRe-enabledrsquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

82 328Password Related Calls

Answer

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

79000Total logged

2010

NAT

ION

AL

CO

NFE

RE

NC

E

mmmmmmmmm

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

AARG

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT

>

2010

NAT

ION

AL

CO

NFE

RE

NC

ESELECT FROM CallLogging Table Where Call Logging Date is Between 01052003

- 01052004 and Call Status = ldquoopenrdquo or

ldquoclosedrdquo) and

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E ConsistencyQuality

ComplianceAdherence

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E Program A Password ResetProgram B Password InvalidProgram C Access DeniedProgram D Access IssuesProgram E Account queryProgram F Incorrect User ID amp PasswordProgram G LogonProgram H Authentication

Program I ResetProgram J Re-enbledProgram K Locked out

How many password resets

2010

NAT

ION

AL

CO

NFE

RE

NC

EProgram A Password Reset

Program A Module 1 Password ResetProgram B Password Invalid

Program B Module 1 Password ResetProgram C Access Denied

Program C Module 1 Password ResetProgram D Access Issues

Program D Module 1 Password ResetProgram E Account query

Program E Module 1 Password ResetProgram F Incorrect User ID amp Password

Program F Module 1 Password ResetProgram G Logon

Program G Module 1 Password ResetProgram H Authentication

Program H Module 1 Password ResetProgram I Reset

Program I Module 1 Password ResetProgram J Re-enbled

Program J Module 1 Password ResetProgram K Locked out

Program K Module 1 Password Reset

How many password resetsldquoIF Call Details

contains lsquoResetrsquo lsquoLogonrsquo

lsquoPasswordrsquo lsquoAccess Deniedrsquo lsquoAccount Queryrsquo

lsquoAuthenticationrsquo lsquoRe-enabledrsquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

82 328Password Related Calls

Answer

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

79000Total logged

2010

NAT

ION

AL

CO

NFE

RE

NC

E

mmmmmmmmm

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

AARG

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT

>

2010

NAT

ION

AL

CO

NFE

RE

NC

ESELECT FROM CallLogging Table Where Call Logging Date is Between 01052003

- 01052004 and Call Status = ldquoopenrdquo or

ldquoclosedrdquo) and

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E Program A Password ResetProgram B Password InvalidProgram C Access DeniedProgram D Access IssuesProgram E Account queryProgram F Incorrect User ID amp PasswordProgram G LogonProgram H Authentication

Program I ResetProgram J Re-enbledProgram K Locked out

How many password resets

2010

NAT

ION

AL

CO

NFE

RE

NC

EProgram A Password Reset

Program A Module 1 Password ResetProgram B Password Invalid

Program B Module 1 Password ResetProgram C Access Denied

Program C Module 1 Password ResetProgram D Access Issues

Program D Module 1 Password ResetProgram E Account query

Program E Module 1 Password ResetProgram F Incorrect User ID amp Password

Program F Module 1 Password ResetProgram G Logon

Program G Module 1 Password ResetProgram H Authentication

Program H Module 1 Password ResetProgram I Reset

Program I Module 1 Password ResetProgram J Re-enbled

Program J Module 1 Password ResetProgram K Locked out

Program K Module 1 Password Reset

How many password resetsldquoIF Call Details

contains lsquoResetrsquo lsquoLogonrsquo

lsquoPasswordrsquo lsquoAccess Deniedrsquo lsquoAccount Queryrsquo

lsquoAuthenticationrsquo lsquoRe-enabledrsquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

82 328Password Related Calls

Answer

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

79000Total logged

2010

NAT

ION

AL

CO

NFE

RE

NC

E

mmmmmmmmm

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

AARG

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT

>

2010

NAT

ION

AL

CO

NFE

RE

NC

ESELECT FROM CallLogging Table Where Call Logging Date is Between 01052003

- 01052004 and Call Status = ldquoopenrdquo or

ldquoclosedrdquo) and

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E Program A Password ResetProgram B Password InvalidProgram C Access DeniedProgram D Access IssuesProgram E Account queryProgram F Incorrect User ID amp PasswordProgram G LogonProgram H Authentication

Program I ResetProgram J Re-enbledProgram K Locked out

How many password resets

2010

NAT

ION

AL

CO

NFE

RE

NC

EProgram A Password Reset

Program A Module 1 Password ResetProgram B Password Invalid

Program B Module 1 Password ResetProgram C Access Denied

Program C Module 1 Password ResetProgram D Access Issues

Program D Module 1 Password ResetProgram E Account query

Program E Module 1 Password ResetProgram F Incorrect User ID amp Password

Program F Module 1 Password ResetProgram G Logon

Program G Module 1 Password ResetProgram H Authentication

Program H Module 1 Password ResetProgram I Reset

Program I Module 1 Password ResetProgram J Re-enbled

Program J Module 1 Password ResetProgram K Locked out

Program K Module 1 Password Reset

How many password resetsldquoIF Call Details

contains lsquoResetrsquo lsquoLogonrsquo

lsquoPasswordrsquo lsquoAccess Deniedrsquo lsquoAccount Queryrsquo

lsquoAuthenticationrsquo lsquoRe-enabledrsquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

82 328Password Related Calls

Answer

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

79000Total logged

2010

NAT

ION

AL

CO

NFE

RE

NC

E

mmmmmmmmm

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

AARG

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT

>

2010

NAT

ION

AL

CO

NFE

RE

NC

ESELECT FROM CallLogging Table Where Call Logging Date is Between 01052003

- 01052004 and Call Status = ldquoopenrdquo or

ldquoclosedrdquo) and

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

EProgram A Password Reset

Program A Module 1 Password ResetProgram B Password Invalid

Program B Module 1 Password ResetProgram C Access Denied

Program C Module 1 Password ResetProgram D Access Issues

Program D Module 1 Password ResetProgram E Account query

Program E Module 1 Password ResetProgram F Incorrect User ID amp Password

Program F Module 1 Password ResetProgram G Logon

Program G Module 1 Password ResetProgram H Authentication

Program H Module 1 Password ResetProgram I Reset

Program I Module 1 Password ResetProgram J Re-enbled

Program J Module 1 Password ResetProgram K Locked out

Program K Module 1 Password Reset

How many password resetsldquoIF Call Details

contains lsquoResetrsquo lsquoLogonrsquo

lsquoPasswordrsquo lsquoAccess Deniedrsquo lsquoAccount Queryrsquo

lsquoAuthenticationrsquo lsquoRe-enabledrsquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

82 328Password Related Calls

Answer

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

79000Total logged

2010

NAT

ION

AL

CO

NFE

RE

NC

E

mmmmmmmmm

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

AARG

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT

>

2010

NAT

ION

AL

CO

NFE

RE

NC

ESELECT FROM CallLogging Table Where Call Logging Date is Between 01052003

- 01052004 and Call Status = ldquoopenrdquo or

ldquoclosedrdquo) and

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

82 328Password Related Calls

Answer

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

79000Total logged

2010

NAT

ION

AL

CO

NFE

RE

NC

E

mmmmmmmmm

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

AARG

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT

>

2010

NAT

ION

AL

CO

NFE

RE

NC

ESELECT FROM CallLogging Table Where Call Logging Date is Between 01052003

- 01052004 and Call Status = ldquoopenrdquo or

ldquoclosedrdquo) and

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

79000Total logged

2010

NAT

ION

AL

CO

NFE

RE

NC

E

mmmmmmmmm

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

AARG

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT

>

2010

NAT

ION

AL

CO

NFE

RE

NC

ESELECT FROM CallLogging Table Where Call Logging Date is Between 01052003

- 01052004 and Call Status = ldquoopenrdquo or

ldquoclosedrdquo) and

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

79000Total logged

2010

NAT

ION

AL

CO

NFE

RE

NC

E

mmmmmmmmm

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

AARG

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT

>

2010

NAT

ION

AL

CO

NFE

RE

NC

ESELECT FROM CallLogging Table Where Call Logging Date is Between 01052003

- 01052004 and Call Status = ldquoopenrdquo or

ldquoclosedrdquo) and

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

mmmmmmmmm

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

AARG

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT

>

2010

NAT

ION

AL

CO

NFE

RE

NC

ESELECT FROM CallLogging Table Where Call Logging Date is Between 01052003

- 01052004 and Call Status = ldquoopenrdquo or

ldquoclosedrdquo) and

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

AARG

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT

>

2010

NAT

ION

AL

CO

NFE

RE

NC

ESELECT FROM CallLogging Table Where Call Logging Date is Between 01052003

- 01052004 and Call Status = ldquoopenrdquo or

ldquoclosedrdquo) and

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

AARG

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT

>

2010

NAT

ION

AL

CO

NFE

RE

NC

ESELECT FROM CallLogging Table Where Call Logging Date is Between 01052003

- 01052004 and Call Status = ldquoopenrdquo or

ldquoclosedrdquo) and

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT

>

2010

NAT

ION

AL

CO

NFE

RE

NC

ESELECT FROM CallLogging Table Where Call Logging Date is Between 01052003

- 01052004 and Call Status = ldquoopenrdquo or

ldquoclosedrdquo) and

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

ESELECT FROM CallLogging Table Where Call Logging Date is Between 01052003

- 01052004 and Call Status = ldquoopenrdquo or

ldquoclosedrdquo) and

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT From Call Logging Table Where Call Logging Date is Between 01052003- 01052004 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OR (CL_Call_Logging_Call_Description is Like Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out

bull

(CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out

SELECT FROM Call Logging Table Where (Call Logging Year = 2008 and Call Status = ldquoopenrdquo and ldquoclosedrdquo and CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo)

OR

OR

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Huh

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Whatrsquos that Sceptic

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

You want to know where

I got the figures from

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

Well how about this KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

And this

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

And this

KPOW

KPOW

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and (CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access Issues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_loggingCall_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquo Program K Locked outrdquo) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains Password or Reset or Invalid or Access Denied or Access I ssues or Account query or Incorrect User ID or Password or Logon or Authentication or Reset or Re-enbled or Locked out) SELECT IF ((Call Logging Year = 2008 and Call Status = ldquoopenrdquo or ldquoclosedrdquo and ((CL_Call_logging Call_Type = ldquoProgram A Password Resetrdquo or ldquoProgram B Password Invalidrdquo or ldquoProgram C Access Deniedrdquo or ldquoProgram D Access Issuesrdquo or ldquoProgram E Account queryrdquo or ldquoProgram F Incorrect User ID amp Passwordrdquo or ldquoProgram G Logonrdquo or ldquoProgram H Authenticationrdquo or ldquoProgram I Resetrdquo or ldquoProgram J Re-enbledrdquo or ldquoProgram K Locked outrdquo) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account query or Program F Incorrect User ID amp Password or Program G Logon or Program H Authentication

KPOW

KBAM

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

KPOW

KBAM KCHA

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

Etest

KPOW

KBAM KCHA

BIFF

Not Responding

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

262387833

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Hitchhikers Guide to the Galaxy ndash Douglas Adamshelliphellipthe Answer to The Ultimate Question Of Life the Universe and Everything is simply

42 the numeric produced using the Hyper-computer Deep Thought after a very long computation time (75 million years)

42

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E ITInformation Technology

About

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E IN

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

OUT

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E IGBInformation Garbage Bin

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Get

Serio

us

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

EFormalised Taxonomy Model

Purposeful DesignClear amp ConciseHierarchicalIntuitiveScalable

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E Before you

Start

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

EITIL

ISO20KKCS

bull Critical Success Factorsbull KPIrsquosbull Metricsbull Benefitsbull Risksbull ReportsInfluence

Evidence to

bull Demonstrate Benefitbull Justify Decisions

bull Taxonomy Modelbull SM Toolset Designbull Reports

bull Strengthen Business Case

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Guiding Principles Coaching amp Awareness for Taxonomy amp Reporting

Suite of Best Practice Reports

Trending ReportsHighlight Benefits amp

OpportunitiesCreate an Appetite Taxonomy forms basis

for benchmarking amp Scorecard

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E 1 Segmented2 Rationalised3 Modular4 Ordered5 Scalable6 Intuitive7 Quick8 Aligned9 Formalised

ObjectiveAnswer Questions by having a taxonomy

that is Intuitive predictable helpful

resilient reliable and governed

Requirements

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

EFind Similarities

Similar But Different

Plas

tic

Ston

e

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

EGoogle Your Own Name

Canadian journalist film director Also the

Creator and CEO of ldquoThe Real News Network ldquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Graphics DesignerOhio USAPaul-Jay Assoc Graphic Designs

3057 Union StBellaire Ohio

43906United States

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

A Missing Person Since Nov 2004

Paul Jay South Hobart was reported missing on 51104 Paul would appear to have left his unit at South Hobart without any of his property It is possible he went for a walk in the South HobartKnocklofty area

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Present Position Professor of English Loyola University Chicago

Address Department of English

Loyola University of Chicago 6525 N Sheridan Rd

Chicago IL 60626

English Professor

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Find

Sim

ilariti

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segm

ent b

ased

on

Diffe

renc

es

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ratio

nalis

e by

Re

mov

ing

Dupl

icat

es

Modules

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Ord

er

Hier

arch

ical

lyYellowsRedsPinksBluesGreens

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

EScalable

One Size Fits All

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

EIntuitive

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

335 to 16

ACCESSINCRFI

SRM

Service Level

Access ManagementIncident

Request for InformationRequest Fulfilment

Record Type

Billing | ChargingBooking | Scheduling

BreachContent | Data

Documentation | Templates | FormsEnquiry | Suggestion | Feedback

FunctionalInstall | Uninstall | Upgrade

Logon | AccessMove | Add | Change

PerformancePolicy | Process | Procedures

ReportingProcure | Loan | Evaluate

Review | Audit | TestSystem Message | Error Message

Query

Common queries shared across most supported services

ldquoWatz Uprdquo

ldquoWord keeps on freezingrdquo

ldquoHow do I block SPAM in OutlookrdquoldquoIrsquove forgotten my

passwordrdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

ldquoWatz Uprdquo

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

Advice | Info | ConsultConfigurationUser ProvisioningReset | Re-activateMaintain | Repair | ReplaceTraining | AssistBackup | Restore | RecoveryOutage(s)Release | Deploy | Install

Connectivity

Duplicate Call RemovalTransfer | ReferCancel | Disable | RemoveRecords ManagementMigration | RelocationCapacity RelatedHuman ErrorUninstall | ReinstallMalware

Change RelatedPatch | Update |

DevelopmentNon IT CauseProcess Related IssueComms | NotificationFault | Bug | ConflictTestingSystem Alerts amp MonitorsFunctional Limitation

ldquoWatz Uprdquo

ldquoWhat it izrdquo The reason for the Querybecause they neededhellip because of ahelliphelliprdquo

225-27

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

IPK

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

Customer Experience

Support Experience

Logon | Access

Reset | Reactivate

OutageConnectivity

User Provisioning Canrsquot access

the System

Rights amp Privileges

ldquoWatz happeninrdquoExact error

message or short description of the

Symptom or QuestionOne liner

sufficient for a knowledge article

title

Record Type

Access Management

KCS Knowledge Article link

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question Symptom

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocHow many

email requests do we receive

Source

email

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow much lsquoBreak Fixrsquosupport do we provide

Incident

Record Type

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls did we receive that were related to outages

Outage Reason

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many calls are we getting that

are related to Project XYZ

Project XYZ

Service

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow many people are

complaining that the latest ACER SOE is

slow

Incident

Query

Performance

CIACER-

SOEv301a

Record Type

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Source

CI

Service

Reason

Query

LogType

Org

LocHow Much Functional Support are

we providing for

GroupWise

Application | GroupWiseQuery

Record Type

LogType

Functional

Record Type

RFI

ReasonTraining

WhatDepts

What Sites

Who

Training Request

Filter by Customer

Filter by Organisation

Filter by Location

Cust

Org

LocServiceL amp D | Training

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

Loc

Question

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

EReason

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Org

Loc

Record Type

LogType

Query

Source

CI

Service

Reason

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cust

Record Type

Source

CI

Service

Reason

Query

LogType

Org

LocCustomerRelated

Question

Call State

CurrentGroup

ClosedCI

EscStatus

Priority

Call Status

Close Type

SLA

Call Ref

ActivitySupport

Organisation Question

FCB

Agreement

Breach

Bounce

Res

Resp

EscUC

SLA

OLASLM

Questions

Created

Flag

Profile

Retired

Publish

Rated

ReviewEdit

Linked

ReuseKnowledge

Management

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Steering the Resolution Process

Question Based Taxonomy Model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Classify from Customer Experience

Classify from Support Support Experience

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhat are they using

and what Part

Whatrsquos Up

What Did You Do When did you do it

What do you knowWhat did you findWhat did you try

Who needs to know

How Quick How Many

Whats Happening

Where did the call come from

What made it happen

What did they Need

Why they needed it

What was the AssetCI

Whorsquos got the problem

Who do they work for

Where are they located

Whorsquos making the request

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

EHow many

actions does it take to make a cup of coffee

Over 50

Must Work the

Speed of Conversati

on

1 Raise2 Log3 Save4 Retrieve5 Update6 Resolve7 Close

New System= 29 ClicksOld System= 33 Clicks4 Click reduction lsquoLike for

Likersquo Click Count Compariso

n

Well thatrsquos a lot of steps just to log a call

7 Quick to Use

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E 8 Alignment

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

EKCS - KMISO 20K - Gov

Aligned With Best Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILStrategic

InformationValue Utility amp

Warranty

What do we want to do and how do we

know wersquove done it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILData amp Information Management

ldquoData is an Assetrdquo

What do we need to know where do we get it how do we capture structure store and retrieve it

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITILTransition

ClassificationConfiguration

Change Release

Knowledge

Do we know what we are doing amp where things are Can we answer

questions

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

Operational Classification Event Incident Request

Fulfillment Access amp Problem Mgmt

Log classify capture store

retrieve review escalate resolve

close

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

CSI ClassificationService Reporting

Measurement Benefits Realisation

Benchmarking amp Process Improvement

Is our information Structured Stored Scalable

Predictable Consistent Reliable Sustainable Trustworthy Relevant

Acknowledged Agreed Distributed Consumed Meaningful amp Helpful

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Service Reporting

CSI

CSI

CSI

ITIL

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Structure for reuse

Searching is Creating

Leadership

Performance Assessment

Capture in the workflow

Content Vitality

Workflow Just-In-Time Solution Quality

Knowledge

Evolve

Solve

Content Vitality

Structure for reuse

Content Standards

KCS

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

Ecl

bullDocumented StandardsbullAgreedbullPublishedbullProcess Ownership (Authority)bullChange ManagementbullKPIs amp MetricsbullAudit amp Review

9 Formalised

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Cost Sat -is-

fac-tion

0

2

4

Benfits

Ope

ratio

nal C

osts

Customer Satisfaction100 1000

Benefits

Trend

Improved Quality of Call Loggingbull Incident Managementbull Problem Managementbull Service Level Managementbull Service Reportingbull Searching amp Sorting

Business Intelligencendash Crediblendash Predictablendash Sustainable

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

5 Continual Improvement

1 Strategy2 Design

3 Transition4 Operation

Operationalise it like a Process

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

EStructure like a Project

Operationalise it like a Process

The reason why process implementations fail is because

they are treated as a project Projects have a start and end

date processes do not

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

EWhen to

Do It

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E VisionKnown what

success looks like

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

EYou donrsquot

get what

you expect

you get

what you

inspectBase

line

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

EInformation Heavyweights

Key StakeholdersCustomersBusinessSupport Org

Who rely on information to make informed

decision

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E Common Scenarios that

cover each stakeholderrsquos experience

Review one years worth of

data

Data AnalysisReview current reports KPIs amp

metrics for each stakeholder

group

Service Desk record analysis

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Commitment

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Lock in

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Practice

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E OtherMiscDuplicatesSynonyms

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

EQuality

Governance

Volume

Value

Usage

97

97

Compliance

9896

97

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Wersquore always take some

time out to review our taxonomy model

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Luckily while yoursquove been thinking about it hellip

hellip so have Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

essential taxonomy objectiveshellip

Thatrsquos why Burgen have taken thereg

9

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Segmented Rational ised

ModularOrdered

Scalable Intuit ive

QuickAligned

Formal ised

to help you achieve your taxonomy dreams

and have tai lor made

a range of breads especial ly formulated

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

hellip and shout it to the world

So why donrsquot you pick up your loaf of

Burgen taxonomy todayreg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

When you think about ithellip

hellip your taxonomy works better with

Burgen reg

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073

2010

NAT

ION

AL

CO

NFE

RE

NC

E

Paul_Jaybestpracticeestablishmentcomau

Paul Jay

0421 054 073