HDI Capital Area January 15 2014

Welcome!

Updates
from
HDI
Capital
Area

and
HDI
Corporate

2/5/14

January
15,
2014

©2013
HDI.
All
rights
reserved.

New!
HDI
Cer:fica:on

•  HDI
announces
a
new
cerBficaBon:

HDI
Problem
Management
Professional

•  The
first
offering
will
be
at
HDI
2014
in

Orlando.

•  Learn
more
at
www.ThinkHDI.com/PM

New!
Corporate
Membership

•  Offer
your
team
the
ability
to
benefit
from
an

HDI
membership!

•  Special
pricing
for
medium
to
large

organizaBons
with
twenty-‐five
or
more

support
staff.

Contact
your
HDI
Account
Manager

to
learn
more!
800.248.5667

HDI
Desktop
Support
Prac:ces
&
Salary
Survey

•  The
HDI
Desktop
Support
PracBces
&
Salary

Survey
is
now
open!

•  Contribute
to
this
acclaimed
research
and
gain

insight
into
current
desktop
support
processes,

technologies,
metrics,
staﬃng,
and
salaries.

Take
the
survey
|
learn
more
at
ThinkHDI.com/DS

New!
Content
to
Share!

“Show
Me
the
Value:
Support’s
Mandate”
–
Roy
Atkinson

SupportWorld:
“Moments
of
Truth:
The
Future
of
the
Customer
Experience”
–

Charles
Araujo

Most
Recent
Blog:
“
Are
You
Keeping
the
Lights
On,
or
Are
You
Driving
Change?”
–
Rob
Stroud

#HDIStatToday:
15%
of
technical
support
Bckets
are
related
to
supporBng
mobile

devices.

Research
Brief:
“Mobile
Device
Support
and
BYOD:
Where
Are
We
Now?
“

Current
Survey:
4th
annual
Desktop
Support
PracBces
&
Salary
Survey

Webcast:
“Managing
Change
and
Technology
MigraBons”
–
Peter
Jurhs

Coming
up!

SupportWorld
App
debuts
in
January
!

HDI
Forum
Roundtables

Take
your
networking
power
to
the
next
level.

Join
HDI
for
a
Forum
Roundtable
event!

•  During
the
HDI
Forum
Roundtables,
you
will
experience
a

taste
of
what
happens
during
the
HDI
Forum
meeBngs.

•  The
HDI
Forum
program
is
designed
to
encourage,
enhance

and
strengthen
the
members
and
their
organizaBons
by

providing
a
vision
for
the
future
based
on
today’s
actual

innovaBons
in
support.

Register
Today!

www.ThinkHDI.com/2014Roundtable

HDI
2014
Conference
&
Expo

•  Register
by
January
24,
2014,
and
you
could
save

up
to
$500!

Early
Bird
Discount
$200

Alumni
Discount
$100
Member
Discount
(Gold
and
above)
$200

Save
$500

Register
today:

www.HDIConference.com

Renew
Online!

•  It’s
fast,
it’s
simple,
and
you
can
do
it
in
your

pajamas!

•  You
can
renew
your
membership
online
up
to

ninety
days
before
its
expiraBon
date
through

your
MyHDI
account.

Visit:
www.ThinkHDI.com/Renew

Want
to
renew
early?
Call
the
HDI
Customer

Care
Center
at
800-‐248-‐5667!

Not
a
Member?
Join
Today!

Become
a
Local
Chapter
member
for
just
$75!

This
individual
local
chapter
membership
is
an
opportunity
to

connect,
network,
and
learn
in
your
own
backyard.

Enjoy
beneﬁts
like:

• 
• 
• 
• 
• 
• 

Amend
local
chapter
and
vChapter
meeBngs

Digital
subscripBon
to
SupportWorld
magazine

Apply
for
HDI
awards

Access
to
the
HDI
Job
Board

Regular
e-‐newslemers
and
digests

And
much
more!

Learn
more
at
www.ThinkHDI.com/Join

or
by
calling
800.248.5667

HDI
is
25
Years
Old!

l  Established
in
1989
by
Ron
Muns
as
the
Help
Desk
Ins:tute.

l  1996
Sold
to
Ziﬀ
Davis

l  1999
Bought
back

by
Ron
Muns
under
the
company
name

Think
Service,
Inc.
(TSI)

l  2000
Merged
Help
Desk
Professional
Associa:on
into
HDI

l  2004
Rebranded
to
HDI

l  2006
Acquired
STI
Knowledge
(d.b.a.
HelpDesk
2000)

l  2008
Sold
to
UBM
and
became
part
of
ThinkServices
division

l  2010
UBM
restructured
and
HDI
joined
UBM
TechWeb

1989

2000

2002

2006

2010

2012

HDI
Conferences
Beat
Expecta:ons

•  HDI
Conference
–
April
1-‐4,
2014;
Orlando,
FL

•  Fusion
Conference
–
October
19-‐22,
2014;

Washington,
DC

HDI
has
signed
with
itSMF-‐USA
to
deliver

FUSION
through
2016.

Draw
from
the
Community
&
Lead
with
Research

Conference

Session

Props

Local

Chapter

Presos

Community

–
Forums

HDIConnect
LCs

Partners

Speakers

Webcast

Support

World

Infographic

Research

Partner

White

Papers

White

Papers
&

Briefs

Custom

Content
w/

Partners

Blogs,
Tweets,

AYN,
FB,
LI

©2013
HDI.
All
rights
reserved.

in
2014

©2013
HDI.
All
rights
reserved.

HDI
Social
Stats

124
posts,
39
diﬀerent
writers

Blog
page
views:
36,561
-‐
at
an
average
of
2.1
minutes
per
visit

2000+
new
visitors
per
month

2,580
likes

HDI
Professional
Group
–
7,409
members

HDI
Desktop
Support
Group
–
2,625
members

#thinkhdi
-‐
2,141
followers

©2013
HDI.
All
rights
reserved.

Thank
You
2014
Sponsors!!

HDI
Capital
Area
Sponsors

•  Diamond
–
The
MIL

CorporaBon

•  PlaBnum
Plus
-‐

LanDesk

•  PlaBnum

–  Beyond20

–  EasyVista

•  Gold

–  Robert
Half
Technology

(Global
Sponsor)

–  Bomgar

–  IssueTrak

–  Cherwell

•  Silver

–  Service
Now

–  Time
Warner
Cable

•  Web/Event

– 
– 
– 
– 
– 
– 

IBnvolve

RemedyForce

ReACT

StrataCom

TechnoLava

ArBsys

Call
for
Capital
Area
Board
Nomina:ons

•  NominaBons
due
by
January
27

–  VP
Programs

–  VP
Membership

–  VP
Finance

–  VP
Special
Programs
&
Vendor
Liaison

Next
Mee:ng

•  Who
Moved
My
Service
Desk?

February
19,
12:00
pm
-‐
2:00
pm

Marc
Fey,
Cherwell
Sofware

•  We
typically
meet
the
3rd
Wednesday
of
the

month
and
most
meeBngs
are
free

•  Visit
www.hdicapitalarea.com
to
register

Today’s
Speaker

•  Dr.
Mah
Fourie

FINDING THE “ROOT” IN ROOT CAUSE ANALYSIS

– A CLIENT CASE

MATT FOURIE
THINKING DIMENSIONS

Some of our recent
clients...
Barclays IT
Macquarie ITG
Unisys
Woolworths IT
SGX IT
SITA Global
BT Financial
McDonalds IT
Queensland Police IT
DBS IT
Lockheed Martin Space Systems

•  Thinking Dimensions
International - operating
KEPNERandFOURIE RCA
company initiatives for the last
25 years
•  Specializes in RCA
Methodology for IT Incidents,
Problems and Projects

AGENDA
“Most incident
investigators ask
the wrong
questions, so do not
change your people
but change the
questions they are
asking”

• 
• 
• 
• 

Introduction
Introduce Client Situation
The Three Skills sets
The Common Process and Language

• 
• 

Technical Cause Analysis
Root Cause Components

• 
• 

Client outcomes
Questions & answers

Investigation Info
“It takes a company without a formal and
effective Root Cause Analysis culture up
to 23 days to repair service incidents”
Aberdeen Group – Boston 2010

Client Case - PM Improvement
International
Investment
Bank’s IT PM
Division
2009-2012

• 
• 
• 
• 
• 

Lack of Stakeholder commitment
Poor management of information
Working with poor quality information
Poor problem investigation support
Not really solving problems
permanently

Actions taken…
•  For P1 & 2 Incidents a PM was assigned immediately
•  All Incident & Problem Management Staff trained in some
common process
•  Embedded the tools and templates into existing process to
make handover seamless
•  Used in-house facilitators to lead PM teams in a very strong
and decisive way

PAST

NOW

FUTURE

STANDARD

TECHNICAL
CAUSE

ANALYSIS

INCIDENT
RESTORATION

ROOT
CAUSE
ANALYSIS

Common process
• 
Step
1:

IdenBfy
Problem

SituaBon

• 
Step
2:

Gather
Incident

InformaBon

• 
Step
3:

Analyse
Incident

InformaBon

Step
4:

Determine
Conclusion

Everybody uses the same
process for finding causes and
solutions
The process determines which
questions to ask at each step
for each type of incident
investigation approach
Designed for minimalistic
information combined with a
good focus to provide quick
answers

Extreme Focus With “Specificity”
Object

Servers

Fault

Not
communicaBng

Data
not
transferred

Sent
but
not
received

by
receiving
servers

Data
for
Large
Outlets
Not
received

Sales
turnover

numbers
for
Large

Outlets

Not
received

Specificity Rules
• One object one fault
• Single-minded & simplistic
• Highly focused
• Must find the correct entry
point
• Ask a question – expect an
answer

Extreme Focus With “Specificity”
Object
Murex Chip

Fault
Produces latency
Transactions
queuing up
TX’s taking longer
than 100
milliseconds

Transactions

Takes longer to
process

“Futures”
transactions

Takes longer to
process

Specificity Rules
• One object one fault
• Single-minded & simplistic
• Highly focused
• Must find the correct entry
point
• Ask a question – expect an
answer

Thinking more specifically…
Incident
Statement

Technical
Cause

Root Cause

Internet
Banking
Degrading

New
Integrative testing
browser
not done properly
configurati
on issue

Encrypted
“hello”
message

‘Beta’
Policy
Certificate requirements for
used
“production”

Thinking more specifically…
Incident
Statement
Technical
Cause

G-‐Force

System

Freezing

G-‐Force
SQL

DB
thread

count

exceeding

Root
Cause

High
volume
Too
many

users
allowed

access

G-‐Force

Vendor

program
not
implemented

closing
out

an
untested

threads

program

Crea:ng
Intelligence

DATA

IS

INFORMATI
ON

BUT
NOT

KNOWLEDGE

WHY
NOT

APAC

users

Freezing

Diﬀerent

rouBng

SSL

handshake

USA,
UK

Volume?

Started

Oct
1

Before

ADSL
lines

Awer
4pm

New

passwords

Internet

Banking

Slow

ConBnuou

Intranet

Banking

Unexpected Outcomes
• “BUT NOT” clarifies the
facts
• Creates a curious “contrast”
• Looking at answers at a
“granular level”
• Stimulates deductive
reasoning

Example of templates with questions

“Minimalistic principle”..
•  Only need to analyse the information that
would be relevant to the incident
•  Worked questions within a customised
“factor analysis” framework
•  Get a quick factual “snapshot” of the
characteristics of the incident and then
use SME experience and gut feel to
explain the snapshot
•  Test SME inputs against logic of snapshot

“Too much information
can cause confusion.
The key is to get all the
relevant information only
and that is normally
substantially less than
gathering all the
Information.”
Innovation – the FreeZone
thinking experience.
by Kepner & Fourie

Snapshot info for causes
IS

BUT

NOT

WHY

NOT

OBJECT – What object and which other object(s) not?
FAULT – What fault and which other typical faults not?

OBJECT

USERS – Who has the problem and who does not?

FAULT

WHERE – Where are these users and where could they
have been but are not?

USERS

WHERE

TIMING

PATTER
N

CYCLE

TIMING – When did it happen first time and when not?
PATTERN – What is the pattern of faults and what could
it have been but is not?
CYCLE – In which cycle does the problem occur and in
which cycle does it not occur?

CauseWise sample

DIMENSIO
N

Object

Fault

Loc
of

Object

Timing

Pahern

Life

Cycle

Phase

of

Work

IS

BUT
NOT

WHY
NOT

Possible
Causes
&
Tes:ng

CauseWise sample

DIMENSIO
N

Object

Fault

Loc
of

Object

Timing

Pahern

Life

Cycle

Phase

of

Work

IS

Fireburst
V2.0

connecBon

BUT
NOT

WHY
NOT

Possible
Causes
&
Tes:ng

DIMENSIO
N

Object

Fault

Loc
of

Object

Timing

Pahern

Life

Cycle

Phase

of

Work

IS

Fireburst
V2.0

connecBon

BUT
NOT

E-‐Express,

Mango

connecBons

WHY
NOT

Possible
Causes
&
Tes:ng

DIMENSIO
N

Object

Fault

Loc
of

Object

Timing

Pahern

Life

Cycle

Phase

of

Work

IS

Fireburst
V2.0

connecBon

BUT
NOT

E-‐Express,

Mango

connecBons

WHY
NOT

F/B
upgrade
from
V1

to
V2,
Poor
tesBng

issue

Possible
Causes
&
Tes:ng

DIMENSI
ON

IS

BUT NOT

WHY NOT

Objec
t

Fireburst V2.0
connection

E-Express,
Mango
connections

F/B upgrade from
V1 to V2, Poor
testing issue

Fault

dropping

Freezing, slow

Time out settings,
configuration of
drivers

Loc of
Objec
t
Timin
g
Patter
n
Life
Cycle
Phase

Possible Causes &
Testing

DIMENSI
ON

IS

BUT NOT

WHY NOT

Objec
t

Fireburst V2.0
connection

E-Express,
Mango
connections

F/B upgrade from
V1 to V2, Poor
testing issue

Fault

dropping

Freezing, slow

Time out settings,
configuration of
drivers

Loc of
Objec
t

ANZ, USA,
UK

Asia

LAN, Proxy server
issues, F/Wall rules

Timin
g
Patter
n
Life
Cycle
Phase

Possible Causes &
Testing

DIMENSI
ON

IS

BUT NOT

WHY NOT

Objec
t

Fireburst V2.0
connection

E-Express,
Mango
connections

F/B upgrade from
V1 to V2, Poor
testing issue

Fault

dropping

Freezing, slow

Time out settings,
configuration of
drivers

Loc of
Objec
t

ANZ, USA,
UK

Asia

LAN, Proxy server

Timin
g

Monday, Sept
2nd with SOB

Any time
earlier than
Sept 2nd

Java upgrade,
Netscape upgrade

Patter
n
Life
Cycle
Phase

Possible Causes &
Testing

DIMENSI
ON

IS

BUT NOT

WHY NOT

Objec
t

Fireburst V2.0
connection

E-Express,
Mango
connections

F/B upgrade from
V1 to V2, Poor
testing issue

Fault

dropping

Freezing, slow

Time out settings,
configuration of
drivers

Loc of
Objec
t

ANZ, USA,
UK

Asia

LAN, Proxy server

Timin
g

Monday, Sept
2nd with SOB

Any time
earlier than
Sept 2nd

Java upgrade,
Netscape upgrade

Patter
n

Continuous

Sporadic,
Periodic

Don’t know

Life
Cycle
Phase

Possible Causes &
Testing

DIMENSI
ON

IS

BUT NOT

WHY NOT

Objec
t

Fireburst V2.0
connection

E-Express,
Mango
connections

F/B upgrade from
V1 to V2, Poor
testing issue

Fault

dropping

Freezing, slow

Time out settings,
configuration of
drivers

Loc of
Objec
t

ANZ, USA,
UK

Asia

LAN, Proxy server

Timin
g

Monday, Sept
2nd with SOB

Any time
earlier than
Sept 2nd

Java upgrade,
Netscape upgrade

Patter
n

Continuous

Sporadic,
Periodic

Don’t know

Life
Cycle

When doing a
transaction

“x” time into
transaction

Operator error,
Code error on a
specific page

Possible Causes &
Testing

DIMENSI
ON

IS

BUT NOT

WHY NOT

Objec
t

Fireburst V2.0
connection

E-Express,
Mango
connections

F/B upgrade from
V1 to V2, Poor
testing issue

Fault

dropping

Freezing, slow

Time out settings,
configuration of
drivers

Loc of
Objec
t

ANZ, USA,
UK

Asia

LAN, Proxy server

Timin
g

Monday, Sept
2nd with SOB

Any time
earlier than
Sept 2nd

Java upgrade,
Netscape upgrade

Patter
n

Continuous

Sporadic,
Periodic

Don’t know

Life
Cycle

When doing a
transaction

“x” time into
transaction

Operator error,
Code error on a
specific page

Possible Causes &
Testing
1. Proxy server tampered with during
the Java upgrade on the LAN

DIMENSI
ON

IS

BUT NOT

WHY NOT

Objec
t

Fireburst V2.0
connection

E-Express,
Mango
connections

F/B upgrade from
V1 to V2, Poor
testing issue

Fault

dropping

Freezing, slow

Time out settings,
configuration of
drivers

Loc of
Objec
t

ANZ, USA,
UK

Asia

LAN, Proxy server

Timin
g

Monday, Sept
2nd with SOB

Any time
earlier than
Sept 2nd

Java upgrade,
Netscape upgrade

Patter
n

Continuous

Sporadic,
Periodic

Don’t know

Life
Cycle

When doing a
transaction

“x” time into
transaction

Operator error,
Code error on a
specific page

Possible Causes &
Testing

2. Java upgrade caused driver
incompatibility with Fireburst website
V2.0

DIMENSI
ON

IS

BUT NOT

WHY NOT

Objec
t

Fireburst V2.0
connection

E-Express,
Mango
connections

F/B upgrade from
V1 to V2, Poor
testing issue

Fault

dropping

Freezing, slow

Time out settings,
configuration of
drivers

Loc of
Objec
t

ANZ, USA,
UK

Asia

LAN, Proxy server

Timin
g

Monday, Sept
2nd with SOB

Any time
earlier than
Sept 2nd

Java upgrade,
Netscape upgrade

Patter
n

Continuous

Sporadic,
Periodic

Don’t know

Life
Cycle

When doing a
transaction

“x” time into
transaction

Operator error,
Code error on a
specific page

Possible Causes &
Testing

V2.0

3. Netscape upgrade caused driver
V2.0

DIMENSI
ON

IS

BUT NOT

WHY NOT

Possible Causes &
Testing

Objec
t

Fireburst V2.0
connection

E-Express,
Mango
connections

F/B upgrade from
V1 to V2, Poor
testing issue


Fault

dropping

Freezing, slow

Time out settings,
configuration of
drivers

X

Loc of
Objec
t

ANZ, USA,
UK

Asia

LAN, Proxy server

V2.0

Timin
g

Monday, Sept
2nd with SOB

Any time
earlier than
Sept 2nd

Java upgrade,
Netscape upgrade

Patter
n

Continuous

Sporadic,
Periodic

Don’t know

Life
Cycle

When doing a
transaction

“x” time into
transaction

Operator error,
Code error on a
specific page

V2.0

DIMENSI
ON

IS

BUT NOT

WHY NOT

Possible Causes &
Testing

Objec
t

Fireburst V2.0
connection

E-Express,
Mango
connections

F/B upgrade from
V1 to V2, Poor
testing issue


Fault

dropping

Freezing, slow

Time out settings,
configuration of
drivers

X

Loc of
Objec
t

ANZ, USA,
UK

Asia

LAN, Proxy server

V2.0

Timin
g

Monday, Sept
2nd with SOB

Any time
earlier than
Sept 2nd

Java upgrade,
Netscape upgrade

√

Patter
n

Continuous

Sporadic,
Periodic

Don’t know

V2.0

Life
Cycle

When doing a
transaction

“x” time into
transaction

Operator error,
Code error on a
specific page

√

X

DIMENSI
ON

IS

BUT NOT

WHY NOT

Possible Causes &
Testing

Objec
t

Fireburst V2.0
connection

E-Express,
Mango
connections

F/B upgrade from
V1 to V2, Poor
testing issue


Fault

dropping

Freezing, slow

Time out settings,
configuration of
drivers

X

Loc of
Objec
t

ANZ, USA,
UK

Asia

LAN, Proxy server

V2.0

Timin
g

Monday, Sept
2nd with SOB

Any time
earlier than
Sept 2nd

Java upgrade,
Netscape upgrade

√

Patter
n

Continuous

Sporadic,
Periodic

Don’t know

V2.0

Life
Cycle

When doing a
transaction

“x” time into
transaction

Operator error,
Code error on a
specific page

√

√

√

X

A1

√

√

√

√

A1- Only if the staff in Asia did not upgrade
to Netscape

Stair stepping…
3. Netscape upgrade caused
driver incompatibility with
Fireburst website V2.0

WHY?

Installed the wrong driver

WHY?

Driver Specs not correct

WHY?

Don’t Know

Root Cause Analysis Components
COMPONENT

CAUSAL FACTORS

Decision Making

DM Process and Collaboration for inputs

Implementation issues

Resourcing Issues and Scope & Definition of project

Standard Operating
Procedures

Applicability of SOP, Awareness of SOP and
Documentation

Management

Management of Work and Management of Staff

Measurement

Key Performance Indicators (KPI’s) and Roles &
Responsibilities

Support

Internal Support and External Vendor support

Communications

Clarity of communications and verbal instructions

Work Environment

Task Interference and consequences of doing the task

Skills

Complexity needed and applicability of person to task

Testing Practices

Testing Procedures and Testing Requirements

Snapshot info for Solutions

Four Question Drill

Key

Requirements

1
Best
data
transfer

rate

• 
• 

2

No
loss
of
data

• 

3

Improve
system
up-‐
Bme

• 

4
Improve
trickle
&

purge

5
Reduce
DR
Bme

6
Capex
<
$2m

7
Implement
<
3
mos

What are the results you want to
achieve with this solution?
What are the existing problems you
would like to remove with this
solution?
What are the potential risks you
would like to avoid with this
solution?
What money and time do you have
or do you need to preserve? What
are the restrictions out of your
control?


Questions for Actions

Key

Requirements

1
Best
data
transfer

rate

• 

• 

2

No
loss
of
data

• 

3

Improve
system
up-‐
Bme

• 

4
Improve
trickle
&

purge

5
Reduce
DR
Bme

6
Capex
<
$2m

7
Implement
<
3
mos

• 
• 

What action can we take today and
implement tomorrow that would meet the
1st requirement? (repeat)
2nd requirement? (repeat)
Looking at all the actions, which one(s)
would satisfy the 1st requirement best?
Which actions has got nothing to do with
the 1st requirement?
Repeat for each requirement…



Key

Requirements

1
Best
data
transfer

rate

1
2
3
4
5
6
7
8

• 

• 

2

No
loss
of
data

• 

3

Improve
system
up-‐
Bme

• 

4
Improve
trickle
&

purge

5
Reduce
DR
Bme

6
Capex
<
$2m

7
Implement
<
3
mos

• 
• 




Key

Requirements

1
Best
data
transfer

rate

1
2
3
4
5
6
7
8

3
3

• 

• 

2

No
loss
of
data

• 

3

Improve
system
up-‐
Bme

• 

4
Improve
trickle
&

purge

5
Reduce
DR
Bme

6
Capex
<
$2m

7
Implement
<
3
mos

• 
• 




Key

Requirements

1
Best
data
transfer

rate

1
2
3
4
5
6
7
8

3
3
0

0
0
0
0

• 

• 

2

No
loss
of
data

• 

3

Improve
system
up-‐
Bme

• 

4
Improve
trickle
&

purge

5
Reduce
DR
Bme

6
Capex
<
$2m

7
Implement
<
3
mos

• 
• 




Key

Requirements

1
Best
data
transfer

rate

1
2
3
4
5
6
7
8

3
3
0
1
0
0
0
0

• 

• 

2

No
loss
of
data

• 

3

Improve
system
up-‐
Bme

• 

4
Improve
trickle
&

purge

5
Reduce
DR
Bme

6
Capex
<
$2m

7
Implement
<
3
mos

• 
• 




Key

Requirements

1
2
3
4
5
6
7
8

• 

• 

1
Best
data
transfer

rate

3
3
0
1
0
0
0
0

2

No
loss
of
data

0
3
3
0
0
1
2
2

• 

3

Improve
system
up-‐
Bme

1
2
1
0
3
1
2
1

• 

4
Improve
trickle
&

purge

2
2
3
1
0
0
0
0

5
Reduce
DR
Bme

1
1
3
2
1
1
3
1

6
Capex
<
$2m

3
1
2
2
1
0
3
1

7
Implement
<
3
mos

0
3
0
0
0
1
3
3

• 
• 



Develop the new solution

Key

Requirements

1
2
3
4
5
6
7
8

1
Best
data
transfer

rate

3
3
0
1
0
0
0
0

2

No
loss
of
data

0
3
3
0
0
1
2
2

3

Improve
system
up-‐
Bme

1
2
1
0
3
1
2
1

4
Improve
trickle
&

purge

2
2
3
1
0
0
0
0

5
Reduce
DR
Bme

1
1
3
2
1
1
3
1

6
Capex
<
$2m

3
1
2
2
1
0
3
1

7
Implement
<
3
mos

0
3
0
0
0
1
3
3

• 

Circle the best performing areas to
give you a visual impact of best
performing actions.


Develop the new solution

• 

Key

Requirements

1
2
3
4
5
6
7
8

1
Best
data
transfer

rate

3
3
0
1
0
0
0
0
• 

2

No
loss
of
data

0
3
3
0
0
1
2
2

3

Improve
system
up-‐
Bme

1
2
1
0
3
1
2
1
• 

4
Improve
trickle
&

purge

2
2
3
1
0
0
0
0

5
Reduce
DR
Bme

1
1
3
2
1
1
3
1

6
Capex
<
$2m

3
1
2
2
1
0
3
1

7
Implement
<
3
mos

0
3
0
0
0
1
3
3

Circle the best performing areas to
give you a visual impact of best
performing actions.
ASK: Which combination of actions
would give you at least one [3] for
each requirement? Look for at least
3-4 actions to combine
Lastly, which action(s) do we have
to add to the mix to make the
suggested solution even more
effective?


The
Solu.on!

Key

Requirements

1
2
3
4
5
6
7
8

1
Best
data
transfer

rate

3
3
0
1
0
0
0
0

2

No
loss
of
data

0
3
3
0
0
1
2
2

3

Improve
system
up-‐
Bme

1
2
1
0
3
1
2
1

4
Improve
trickle
&

purge

2
2
3
1
0
0
0
0

5
Reduce
DR
Bme

1
1
3
2
1
1
3
1

6
Capex
<
$2m

3
1
2
2
1
0
3
1

7
Implement
<
3
mos

0
3
0
0
0
1
3
3

• 

• 

• 

Which
combinaBon
of
acBons
makes

the
best
sense
and
would
provide
the

best
chance
of
success?

Check
whether
your
suggested

soluBon
would
saBsfy
all
the

requirements.
Also
check
impact
on

implementaBon
costs

How
would
you
suggest
we
implement

these
acBons?

Application Performance results
Our client’s
systems
availability went
from 76% at the
end of 2009 to
88% end 2010 to
eventually 95% at
the end of 2012 –
A gain of 19%

100

90

80

70

Mean-‐Bme-‐to-‐repair

60

Improvement
m-‐t-‐t-‐r

50

Availability

40

30

20

10

0

2009

2010

2012

Improvement in escalations
In our client’s case
the P2 to P1
escalations dropped
by 38%

90

80

70

60

Recurring incidents
dropped by 21%

50

40

P3 to P2 escalations
dropped by 19%

30

20

10

0

Sev
3
to
Sev
2

Sev2
to
Sev
1

Recurring

problems

Vendor

Interven:ons

Lessons learned..
• 
• 
• 
• 
• 
• 
• 

Most of the recurring incidents and problems are caused by “out of date
procedures” and lack of proper documentation
TCA is a “mental orientation” which people have to get trained in – “does not
come with experience”
IT professionals need a “thinking approach” that could be applied in most
situations
Rules of Engagement to become a standing order
Encourage use in all incident investigation meetings – ask for the
paperwork/evidence
Sponsors continuous TCA/RCA training
Regular email communications to publish successes

Questions & Answers
I thank you for your time!

HDI Capital Area January 15 2014

Recomendados

Recomendados

Más contenido relacionado

La actualidad más candente

La actualidad más candente (10)

Similar a HDI Capital Area January 15 2014

Similar a HDI Capital Area January 15 2014 (20)

Más de hdicapitalarea

Más de hdicapitalarea (20)

Último

Último (20)

HDI Capital Area January 15 2014