#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/

1. Standard+case
A universal model for
service response
Rob england

2. Standard+Case
A universal model for service response
v3

3. Standard+Case
• Clarifying and expanding the theory
• Improving performance
• Empowering knowledge workers
• Improving morale
• Empowering the customer

4. Generic “response” process

5. Standard Models
• Request
• Incident
• Problem
• Change

6. Case
Management
• medical
• crime
• legal
• social work
• audits
• emergency responses
• military attacks

7. Case
Management

8. • a series of execution states
Case • states are determined dynamically
Management • 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

9. Standard+Case
Standard models
+
Case Management
=
Standard+Case Model

10. Standard+Case
there's either a standard model or there isn't
Standard
Case

11. 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

13. The Cynefin model
complex complicated
exploratory exploitative
unknown knowable
unfamiliar
disorder
chaotic simple
unknowable known

14. The Cynefin model
thinking
complex complicated
probe sense
sense analyse
respond respond
disorder
chaotic simple
act sense
sense categorise
respond respond
action

15. The Cynefin model
collaboration
complex complicated
disorder
chaotic simple
command

16. The Cynefin model
complex complicated
Case
unknown unfamiliar
disorder
chaotic simple
Standard

17. Standard Case
• Routine • Unique
• Predictable, repeatable • Non-repeated, unpredictable
• Pre-planned by designers • Emergent: plan and workflow
• Performed by trained process workers unfold as the case goes along
• Revolves around a procedural • Performed by knowledge workers
sequence of steps; and transfer • Revolves around knowledge and
between people/groups information about the case; and
• Controlled by the process designer and collaboration between
owner people/groups
• Can (and should) be process-modelled • Controlled by the participants
• Defined and pre-documented • Cannot be process-modelled
• Candidates for automation • Documented as the case proceeds
• Candidates for analysis and • Cannot be automated
optimisation using statistics and • Can analyse and optimise by
observation reviewing on a case-by-case basis
• Fragile in unknown exception • Robust in the face of unknown
conditions exception conditions

18. People
• Collaboration
• Empowerment
• Skills
• Motivation

19. 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

20. Practices / Process
• Emergent
• Diversity
• Knowledge-centric
• Policy and controls
• Review
• KCS: Knowledge Centred Support
• Kanban
• Root Cause Analysis: Kepner-Tregoe,
Ishikawa...

21. Process

22. Process

23. Improvement

24. Things / Technology
• Resources
• Ticketing
• Workflow
• Checklists www.basicsm.com/checklists

25. Tools
• Knowledge management
• Content management
• Collaboration and communication
• Ticketing

26. Standard+Case
• Clarifying and expanding the theory
• Improving performance
• Empowering knowledge workers
• Improving morale
• Empowering the customer

27. 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

28. WITH THANKS TO OUR SPONSOR
bmc remedyforce
#TFT returns june 2013