standard plus case
DESCRIPTION
Standard+Case is about applying a body of knowledge called Case Management to ITSM, synthesising it with our existing process approach. This is an exciting new concept from the IT Skeptic that will radically improve the way we handle responses to any sort of "tickets". Standard+Case is applicable to Problem Management and Change Management (and Event Management...) as well as Service Desk activities. S+C applies to anything that requires a human response: there's either a standard response or there isn't.TRANSCRIPT
Standard+Case
Improving service response
v5
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Issues addressed
• Customers see IT as
bureaucratic, inflexible
• Staff feel process bound
• Process doesn’t adapt to
a changing world
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Issues addressed
• Real world falls off the page
• Request catalogue only
handles half
• Long running tickets
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Fireman’s conundrum
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Doctor’s conundrum
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Standard+Case
Standard
+
Case
=
Standard+Case approach
Generic “response” process
Standard Models
• Request
• Incident
• Problem
• Change
Case
Management
• medical
• crime
• legal
• social work
• audits
• emergency responses
• military attacks
Case
Management
• a series of execution states
• states are determined dynamically
• external events can change the state.
• options for action at each state
• actions are chosen dynamically
• Inputs and outputs decided
dynamically
• resources chosen dynamically
o templates, checklists, content,
policy, procedures, tools,
people...
• states and actions are unpredictable
• goals will change as the case
develops
• planning is part of execution
Case
Management
Standard+Case
Standard models
+
Case Management
=
Standard+Case approach
Standard+Case
there's either a standard model or there isn't
Standard
Case
If (XXXXXXXXXXXXXX)
XXXXXX
Else if (XXXXXXXXXXXXXX)
XXXXXX
Else if (XXXXXXXXXXXXXX)
XXXXXX
Else if (XXXXXXXXXXXXXX)
XXXXXX
Else if (XXXXXXXXXXXXXX)
XXXXXX
Else
:Yikes!
Call ExceptionRoutine
(“I don’t know what to do”)
End if
People
Process Practices
Technology Things
Process
Technology
People
• Collaboration
• Empowerment
• Skills
• Motivation
Picture © Canstockphoto.com
17
Gamification
Service Desk
Play
Options
Configure
Profile
You have 23 requests remaining
Level up to Request Hotshot
Unlocked Network Ninja
3 incidents will exceed SLA today
7 callbacks will get you to Best Friend status
You are 2nd top resolver for the month
6 unassigned requests on queue
Boost your queue to 29 You need 30 to unlock Power Responder
Level 3 hotshot
Practices / Process
• Emergent
• Diversity
• Knowledge-centric
• Policy and controls
• Review
Process
Process
Improvement
Things / Technology
• Resources
• Templates
• Workflow
• Checklists
www.basicsm.com/
checklists
Tools
• Knowledge
management
• Content management
• Collaboration and
communication
• Ticketing
More…
www.basicsm.com/standard-case
Standard+Case
• Clarifying and expanding the theory
• Improving performance
• Empowering knowledge workers
• Improving morale
• Empowering the customer
Standard+Case
S+C applies to anything that requires a human
response:
there's either a standard response or there isn't