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© ITSM Academy 2
Welcome!
3. Michael Cardinal
ITSM A d
Academy
ITIL Expert, CPDE, Educator,
Man for All Seasons?
© ITSM Academy 3
4. Agenda?
Getting to understand questions better?
Questioning approaches?
Question development?
Using questions for ITSM?
Are we there yet?
y
Thanks for joining us today.
Please use the chat feature to send in your questions.
© ITSM Academy 4
5. Why more Effective ITSM Questions?
Serve as the basis for all of ITSM
Guide the lifecycle from Strategy to CSI
Facilitate better communications
Possibility—to generate ideas
Opportunity—to narrow options
Action—to make decisions
Provide a platform for thought
Efficiency, effectiveness, economy
Increase value, utility and warranty
© ITSM Academy 5
6. What are Questions?
A sentence worded or expressed so as to elicit data,
information,
information knowledge and wisdom
Probingg Ensure completeness
p
Decision-making Ensure accuracy
Idea generation
g Gather examplesp
Clarification Extend knowledge
Understand purpose Evaluate
Determine relevance Elicit emotions
© ITSM Academy 6
7. Question Types?
Probing Factual
Inquiry Interview
Socratic Survey
Coaching Strategic
Open/Closed
O /Cl d Tactical
T ti l
Rhetorical Operational
What about Bloom’s questions?
Bloom s
© ITSM Academy 7
8. Question Master?
Benjamin Bloom (1913-1999)
Educational psychologist
Developed theories around mastery-learning
Knowledge=mastery cogniti e affecti e
Knowledge=master of cognitive, affective,
psychomotor domains
Bloom’s Taxonomy
y
Step model based on increasing levels of critical thought
Knowledge and mastery builds through the levels
Can be applied in many situations to gain data,
information, knowledge and wisdom
© ITSM Academy 8
9. Bloom’s Taxonomy?
MALC 6. Evaluation
Expert
Master 5. Synthesis
4. Analysis
Intermediate
3. A li ti
3 Application CPDE
2. Comprehension
p
Foundation
1. Knowledge
© ITSM Academy 9
10. Using Bloom?
6. Evaluation • Judging outcomes or validating SUBJECTIVE
5. Synthesis • Bringing together new ideas
4. Analysis • Breaking apart/deconstructing
3. A li i
3 Application • M ki use of data/information
Making f d /i f i
2. Comprehension
p • Confirming or translating
g g
1. Knowledge • Information gathering OBJECTIVE
© ITSM Academy 10
11. Using Bloom?
BIG
6. Evaluation • Wisdom PICTURE
5. Synthesis • Knowledge
4. Analysis • Information/Knowledge
3. A li i
3 Application •I f
Information
ti
2. Comprehension
p • Data/Information
/
1. Knowledge • Data DETAIL
© ITSM Academy 11
12. Bloom’s Question Words?
Knowledge Comprehension Application Analysis Synthesis Evaluation
Who p
Explain Apply
pp y Analyze
y Arrange
g Why
y
What Indicate Build Calculate Assemble Assess
Where Locate Demonstrate Compare Organize Defend
When Illustrate Operate How Plan Evaluate
Describe Select Employ Deconstruct Propose Predict
Tell Rephrase Interpret Examine Prepare Support
Identify Recognize Plan Determine Set Up Estimate
State Report Use Test Develop Value
OPERATION TRANSITION DESIGN STRATEGY
CONTINUAL SERVICE IMPROVEMENT
© ITSM Academy 12
13. Helper Words?
Modal Verbs Journalistic Questions
Can
C Who
Wh
Could What
May Where
Might When
Must How
Ought Why
Shall
Should
Will
W ld
Would
© ITSM Academy 13
14. Developing better ITSM Questions?
Which Bloom level?
Question Formula:
{Helper Word} + {Bloom Question Word}
+ {Process Word}
Examples:
Can you describe the incident?
How would you identify utility?
How could we create a better strategy?
Will we comprehend the impact of the change?
© ITSM Academy 14
15. Points to Ponder?
Complex ≠ elaborate
Level (Evaluation)
L l 6 (E l i ) questions can b very simple
i be i l
Do you work for a good boss?
Level 1 (Knowledge) questions can be very elaborate
Level
Can you tell me all the different types of standard changes,
standard services, service requests and events your
organization has identified?
Is this a statement or a question?
The question is the part with the question mark
q p q
Do not make a statement when you mean to ask a
question
© ITSM Academy 15
16. More Points to Ponder?
Think about the question and the answer before you ask
Do you know an answer to the question?
Are you asking the question to validate your own thinking?
Are you willing to hear the answer?
There is no such thing as a closed question
There is always more to the question and answer than we
may realize
Even the simplest question should
generate more questions
The best answer to a question is
another question!
© ITSM Academy 16
17. 1. Knowledge? 1. Knowledge
Who: Service Desk, Operations
What: Incident, Service Request, E
Wh I id S i R Event, SACM R l
SACM, Release
When: Identifying, Logging
Where: CMS, CMDB
Where CMS CMDB, other data repositories
How: Gather and verify basic information, identify
incidents, events, service requests
, , q
Why: Establish a complete and accurate base of facts
and data
Example: Can you tell me where you are currently
located?
© ITSM Academy 17
18. 2. Comprehension? 2. Comprehension
Who: Service Desk, 2nd Level, Functions
What: Incident, Service Request, Access
When: Categorizing, Prioritizing
Where: CMS, CMDB, DML
How: Probing for better understanding of issue
g g
Why: Comprehend the appropriate further line of
q
questions to ask
Example: Can you indicate what you were doing
when the error occurred?
© ITSM Academy 18
19. 3. Application? 3. Application
Who: Technical, Application, Operations
Management
M t
What: Transition, Design, Deployment
Wh Escalating, I
When: E l ti Investigating
ti ti
Where: IM Tool, AMIS, CMIS, SMIS, Catalog
How Determining workarounds and fixes
How: workaro nds fi es
Why: Move through a process flow effectively and
efficiently
Example: Could we build the service in a more
efficient manner?
© ITSM Academy 19
20. 4. Analysis? 4. Analysis
Who: Analysts, 2nd and 3rd Level, Process Owners
What: Root Cause, Problem, Change, SACM
When: Investigating, Diagnosing, Assessing
Where: Data Mining, Statistical Tools, KMDB,
Catalog
How Building Config Models, Metrics Program
How: B ilding Models
Why: Deconstruct into simpler more understood and
manageable pieces
How would we compare the capabilities of two
distinct services?
© ITSM Academy 20
21. 5. Synthesis? 5. Synthesis
Who: Management, Owners, Designers, Architects
What: Design, Warranty, Strategy, CSI
When: Closure, Service and Process Design
Where: SKMS, Service Portfolio
How: Defining and designing new and better
services
ser ices
Why: Find and develop new solutions and promote
innovation and creativity
Example: Should we re-organize the IT department
to provide more effective service delivery?
p y
© ITSM Academy 21
22. 6. Evaluation? 6. Evaluation
Who: Management, Strategy Developers, Planners
What: Strategy, CSI
When: Meetings, Planning & Strategy Sessions
Where: Service Portfolio
How: Providing greater value to customers and
users
sers
Why: Validation of decision making and
understanding
Example: Will we be able to predict the effects of
an alternative service delivery mechanism?
y
© ITSM Academy 22
23. Other Uses?
Meetings: Establish the agenda based on Bloom
Levels
L l
Root Cause: Ask questions from each level to get a
fuller picture of the situation
Plans/Strategies/Business Cases: Establish sections
based on the six levels
Negotiations: Ensure agreement by validating each
level
Process Maturity: Validate processes at each level
for comprehensiveness
© ITSM Academy 23
24. Pop Quiz?
What Bloom Level are these questions?
Who is buried in Grant’s tomb?
Which is better-Chicago style pizza or New York Style
pizza?
i ?
When will the Cubs win the World Series?
H much i 1+1?
How h is
What causes men to go prematurely bald?
What would happen if everyone asked more effective
questions?
Did you e joy this sess o ?
d enjoy s session?
© ITSM Academy 24
25. Pop Quiz?
What Bloom Level are these questions?
Wh is buried in Grant’s t b? L l 1 (Know)
Who i b i d i G t’ tomb? Level (K )
Which is better-Chicago style pizza or New York Style pizza?
Level 2 (Comprehend) or Level 6 (Evaluation)
( p ) ( )
When will the Cubs win the World Series? Levels 3-6 (Apply,
Analyze, Synthesize, Evaluate)
How much is 1+1? Levels 1-3 (Know, Comprehend, Apply)
What causes men to go prematurely bald? Level 4 (Analyze)
Wh t would happen if everyone asked more effective
What ld h k d ff ti
questions? Level 5 (Synthesize)
Did you enjoy this session? Level 6 (Evaluate)
y j y ( )
© ITSM Academy 25
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© ITSM Academy 28
29. Want to Learn More?
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© ITSM Academy 29
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© ITSM Academy 30