TFT13 Rob England Standard+Case approach: applying Case Management to break free of process-bound Standard ITSM.
The latest developments in this exciting new approach to categorising and resolving any sort of activity "tickets", such as requests (including incidents) on a service desk, problems, or changes. You heard about Standard+Case at TFT12. At TFT13 you can find out more: - how S+C empowers customers as well as staff - how S+C is an essential step on the path to service excellence - how S+C adapts our organisation to the rise of the knowledge economy and the decline of "IT industrialisation" - how use of S+C ideas are working out in the real world ...and whatever else I learn about S+C before June. Heck ANYTHING could come up between now and then at the rate the world is changing. To find out more about TFT, the only 24 hour global virtual ITSM conference, visit www.tomorrowsfuturetoday.com
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TFT13 Rob England Standard+Case approach: applying Case Management to break free of process-bound Standard ITSM.
- 1. Standard+Case Improving service response v7Picture © Canstockphoto.com Rob England
- 2. Issues addressed • Customers see IT as bureaucratic, inflexible • Staff feel process bound • Process doesn’t adapt to a changing world Picture © Canstockphoto.com
- 3. Issues addressed • Real world falls off the page • Request catalogue only handles half • Long running tickets Picture © Canstockphoto.com
- 4. IT as a factory • TQM • Six Sigma • CMMI • ITIL • Lean • DevOps • Defined • Standardised • Repeatable • Measured • Predictable • Optimised Picture © Canstockphoto
- 5. Where is the IT production line? 1. Build: acquisition, development, integration 2. Release: operational change, deploy 3. Execution: the delivery of transactions 4. Maintenance: fix, upgrade, enhance 5. Support: request, incident, problem
- 6. Standard Models • Request • Incident • Problem • Change
- 7. IT responses • Password reset • New user • Restore a lost file • Laptop software install • Corrupted mailbox • Configure new laptop • Server won’t boot • Set up new WiFi router • Intermittent slow transaction times Picture © Canstockphoto.com
- 8. The Cynefin model disorder simplechaotic complex complicated known knowable unknowable unknown unfamiliar exploratory exploitative
- 9. Responses cannot all be standardised because users are not standardised and the real world gets complex Picture © Canstockphoto.com
- 10. …and more complex every day Hunter gatherer Agricultural Industrial Service Knowledge ? Picture © Canstockphoto.com
- 11. Fireman’s conundrum Picture © Canstockphoto.com
- 12. Doctor’s conundrum Picture © Canstockphoto.com
- 13. Case Management
- 14. The knowledge worker Skills Professionalism Autonomy Own toolset Knowledge locker Brand Picture © Canstockphoto.com
- 15. The case worker Skills Problem solving Project management Negotiation Human interaction Picture © Canstockphoto.com
- 16. The Cynefin model disorder simplechaotic complex complicated Standard Case unknown unfamiliar
- 18. there's either a standard model or there isn't Standard Case 18 18 Standard+Case
- 23. Empowering the worker and user
- 24. S+C in the wild • S+C pioneers • Adaptive Case Management • “Fortune 500 Indian bank” • Unwitting – it is what we do now Picture © Canstockphoto.com
- 26. • Clarifying and expanding the theory • Empowering the customers and users • Empowering knowledge workers • Improving performance • Improving morale Standard+Case
- 27. S+C applies to any human response: there's either a standard response or there isn't Standard+Case