#tft12: rob england
DESCRIPTION
#TFT12 Presentation: Standard+Case. Standard+Case is about applying a body of knowledge called Adaptive Case Management to ITSM, synthesising it with our existing ITIL process approach. This is an exciting new concept from the IT Skeptic that will radically improve the way we handle responses to any sort of "tickets". Standard+Case is applicable to Problem Management and Change Management (and Event Management...) as well as Service Desk activities. S+C applies to anything that requires a human response: there's either a standard response or there isn't. The S+C approach addresses criticisms of other Service Management approaches like ITIL for being too process-centric and not allowing knowledge workers to be empowered. S+C also provides a good skills path for service desk analysts that fits well with gamification. If you only look at one new idea this year, look at this one. It is an ITSM game-changer. See Rob's TFT speaker Pinterest board: http://pinterest.com/servicedesk/rob-england/TRANSCRIPT
Standard+case A universal model for
service response
Rob england
Standard+Case A universal model for service response
v3
Standard+Case
• Clarifying and expanding the theory • Improving performance • Empowering knowledge workers • Improving morale • Empowering the customer
Generic “response” process
Standard Models
• Request • Incident • Problem • Change
Case Management
• medical • crime • legal • social work • audits • emergency responses • military attacks
Case Management
• a series of execution states • states are determined dynamically • external events can change the state. • options for action at each state • actions are chosen dynamically • Inputs and outputs decided
dynamically • resources chosen dynamically
o templates, checklists, content, policy, procedures, tools, people...
• states and actions are unpredictable • goals will change as the case
develops • planning is part of execution
Case Management
Standard+Case
Standard models +
Case Management =
Standard+Case Model
Standard+Case
there's either a standard model or there isn't Standard
Case
If (XXXXXXXXXXXXXX)
XXXXXX
Else if (XXXXXXXXXXXXXX)
XXXXXX
Else if (XXXXXXXXXXXXXX)
XXXXXX
Else if (XXXXXXXXXXXXXX)
XXXXXX
Else if (XXXXXXXXXXXXXX)
XXXXXX
Else
:Yikes!
Call ExceptionRoutine
(“I don’t know what to do”)
End if
The Cynefin model
disorder
simple chaotic
complex complicated
known
knowable
unknowable
unknown unfamiliar
exploratory exploitative
The Cynefin model
disorder
simple chaotic
complex complicated
action
thinking
sense
categorise
respond
sense
analyse
respond
probe
sense
respond
act
sense
respond
The Cynefin model
disorder
simple chaotic
complex complicated
command
collaboration
The Cynefin model
disorder
simple chaotic
complex complicated
Standard
Case unknown unfamiliar
Standard • Routine • Predictable, repeatable • Pre-planned by designers • Performed by trained process workers • Revolves around a procedural
sequence of steps; and transfer between people/groups
• Controlled by the process designer and owner
• Can (and should) be process-modelled • Defined and pre-documented • Candidates for automation • Candidates for analysis and
optimisation using statistics and observation
• Fragile in unknown exception conditions
Case • Unique • Non-repeated, unpredictable • Emergent: plan and workflow
unfold as the case goes along • Performed by knowledge workers • Revolves around knowledge and
information about the case; and collaboration between people/groups
• Controlled by the participants • Cannot be process-modelled • Documented as the case proceeds • Cannot be automated • Can analyse and optimise by
reviewing on a case-by-case basis • Robust in the face of unknown
exception conditions
People
• Collaboration • Empowerment • Skills • Motivation
Gamification
• Rank the Standard models by difficulty/risk • Give SD analysts training in each model • Give staff a badge for being certified • Some models we prefer they be executed by
a certified staff member, some models the staff member must be certified
• Only Case-certified staff members ("leveled up") deal with non-standard tickets
-> empowered knowledge workers
Practices / Process
• Emergent • Diversity • Knowledge-centric • Policy and controls • Review
• KCS: Knowledge Centred Support • Kanban • Root Cause Analysis: Kepner-Tregoe,
Ishikawa...
Process
Process
Improvement
Things / Technology
• Resources • Ticketing • Workflow • Checklists www.basicsm.com/checklists
Tools
• Knowledge management • Content management • Collaboration and communication • Ticketing
Standard+Case
• Clarifying and expanding the theory • Improving performance • Empowering knowledge workers • Improving morale • Empowering the customer
Standard+Case
S+C applies to anything that requires a human response:
there's either a standard response or there isn't
www.itskeptic.org/standard-case
WITH THANKS TO OUR SPONSOR
bmc remedyforce
#TFT returns june 2013