In practice, service management is delivering reliable, efficient, cost effective and intuitive service offerings that deliver tangible value to our business or organization. Over the past several decades, numerous companies were launched within heroic cultures that focused on “just get it done”. In an effort to address the issue, industry groups have promoted a monolithic all consuming program approach that drives through the organization like a freight train. Inevitably, tangible improvement within these cultures with this approach is elusive and difficult. Through numerous improvement efforts, we have found is that there is alternative way, a continuous ground up approach that takes incremental steps on a daily basis to achieve tangible results faster, cheaper, and more consistently. http://www.navascend.net/documents/whitepaper/agileItsmImprovementWhitepaper4001.pdf

1. Agile ITSM:Workshop - Improving Incident Management Presented By: Michael Maley, CTO NavAscend Sponsored By:

2. Why Listen to Me? Where I have played a role in implementing and optimizing service management. 1/31/2011 NavAscend Copyright 2011 - Confidential 2

3. What Will You Learn How to take an Agile Approach How to Keep it Simple How to Identify Opportunities How to Right Size Improvements Incremental Steps to Achieve Dramatic Results Little Improvement Add Up Quickly Result Provide a Foundation for Bigger Returns 5/11/2011 - Copyright NavAscend 2011 Agile ITSM Workshop - Incident Exercise 3

4. Agenda Knowledge Sheets Tools Scenario Assignment of Roles Situation Exercises Incident 1001 Incident 1020 Review Feedback 5/11/2011 - Copyright NavAscend 2011 4 Agile ITSM Workshop - Incident Exercise

5. Knowledge Sheets Incident Incident Manager Critical Incident Review 5/11/2011 - Copyright NavAscend 2011 Agile ITSM Workshop - Incident Exercise 5

6. Your Tools Scenario Worksheet Role Worksheet Knowledge Sheets 5 “Why”s 5/11/2011 - Copyright NavAscend 2011 6 Agile ITSM Workshop - Incident Exercise

7. Core Focus Areas Technology What technologies enable an activity? Tracking Workflow Monitoring Administration Integration Reporting Skills What skills are required to successfully participate in the activity? Knowledge Skill sets Data How can we optimize the data to effectively and efficiently execute the activity? Performance Capacity Timing Quality Satisfaction Workflow How repeatable is our activity? What do we do? Who does what? When do they do it? What is produced? Is it measurable? 5/11/2011 - Copyright NavAscend 2011 Agile ITSM Workshop - Incident Exercise 7

8. Situation Little or no experience No continuous improvement program Consultants have come and gone Trained without a path forward Limited management support – Just get it done Established strongholds of resistance 5/11/2011 - Copyright NavAscend 2011 8 Agile ITSM Workshop - Incident Exercise

9. Scenarios Collaboration Outage Can not connect to Internet Productivity Outage Can not print 5/11/2011 - Copyright NavAscend 2011 Agile ITSM Workshop - Incident Exercise 9

10. Role Assignment Customer – Mr. Apple Service Desk – Miss Mulberry Incident Coordinator – Mr. Grape Tier 2 - Subject Matter Experts Mobile Computing – Mrs. Cashew Network Services – Mr. Walnut Tier 3 – Vendor – Professor Mayo Service Manager – Mr. Brazil Process Owner – Mrs. Macadamia 5/11/2011 - Copyright NavAscend 2011 10 Agile ITSM Workshop - Incident Exercise

11. Exercises Looking at the top 2 Incidents of last week Conducting a Critical Incident Review Participate within your role Focus on specific actions you can take immediately 5/11/2011 - Copyright NavAscend 2011 11 Agile ITSM Workshop - Incident Exercise

12. Exercise 1 Incident Priority Participants Timing Actions Restoration What happened? (5 whys) Improvements 5/11/2011 - Copyright NavAscend 2011 12 Agile ITSM Workshop - Incident Exercise

13. Exercise 2 Incident Priority Participants Timing Actions Restoration What happened? (5 whys) Improvements 5/11/2011 - Copyright NavAscend 2011 13 Agile ITSM Workshop - Incident Exercise

14. Review What did we learn? How would you implement this in your organization? 5/11/2011 - Copyright NavAscend 2011 Agile ITSM Workshop - Incident Exercise 14

15. Thank You What have you Learned Today? Questions? Contact: Michael Maley – mmaley@navascend.net Resources www.navascend.net/resources 5/11/2011 - Copyright NavAscend 2011 Agile ITSM Workshop - Incident Exercise 15