improvements in crisis management
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Improvements in Crisis ManagementKATRINA CLAY
Importance of Crisis Management
In all facets of business, proper Major Incident or Crisis Management is of the utmost importance.
Major Incidents cause high impact disruptions in services and can seriously impact the reputation and profitability of a company.
OverviewTHE CURRENT SITUATIONKEY SUCCESS FACTORSANALYSIS OF ALTERNATIVESSTRATEGIC OPTION
Current Situation
The Service Desk is often overwhelmed and ineffective when presented with a Major Incident, Outage, or other Crisis.
This inefficiency impacts the company in several negative ways including: Loss of revenue Decreased customer satisfaction A measurable drop in employee performance and morale
Areas of Improvement
There are several areas of interest that may yield opportunities for improvement. These facets of the company will be investigated for possible solutions: Service Desk communication with other support groups Quality of Knowledge at the Service Desk Current staffing model Front End Messages Crisis Management skills of existing employees
Key Success Factors
In order to successfully improve the Service Desk’s Crisis Management skills, it will be necessary to Improve training standards Ensure key players understand the proper process Revamp key procedures and processes Change the toolset utilized by the Service Desk Improve communication with other Key Players
Alternatives
Communication• In house communication• Management team
communication• Support Team
communication• Executive level
communication• Documentation/Post Mortem
Toolset Utilization• ServiceNow• Sales Force• Remedy• FEM tool
Additional Training• Six SIGMA• ITIL• Process training• HDI Manager training
Strategic Option
Utilize the Client’s chosen ITIL compatible ITSM tool (ServiceNow) for Crisis Management efforts
Will allow other teams and key players to access information faster, decreasing response time
Provide ITIL foundation training for key management members Gives management team a better understanding of change, configuration, and
problem management items essential to Crisis Management Improve communications with necessary support teams
Creating emergency on call rosters will improve response times Thoroughly define the Crisis Management process
Understanding roles and responsibilities will help the entire team thrive during Crisis
Strategic Option BENEFITS & RISKS
Benefits
ITIL certified management staff are worth more to the company A strong, proven Crisis Management team can be a selling point for
increasing business The up front costs of the plan are negated by the long term benefit Stress will be decreased on the call center floor and employee morale
will improve Customer satisfaction will increase with timely Crisis resolution
Risks
There will be a monetary cost associated with switching toolsets and providing the necessary training
If the employees are not properly motivated, the plan will not succeed regardless of cost
If improvements are not made quickly enough, the contract will be given to a competing company and revenue will decrease
The Crisis Management strategy places heavy emphasis on the management team
Solution FINAL RECOMMENDATIONS
Improving the Crisis Management skills of the Service Desk will have a positive, measurable impact on the success of the company as a whole. By improving in several key areas including training, process definition, communication, and tool set management the Service Desk team can increase their chances for success exponentially.
References and Additional Info
Smith, D. (2013) Business Continuity Management. A Crisis Management Approach. Journal of Contingencies and Crisis Management, 47-48.
Smith D.J. (2012) ‘BCM: How do you measure up?’, Institute of Business Continuity Management, RSA
Welcome to the Official ITIL® Website. (2014, July 5). ITIL® Home. Retrieved July 5, 2014, from http://www.itil-officialsite.com
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