TFT13 Rob England Standard+Case approach: applying Case Management to break free of process-bound...
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The latest developments in this exciting new approach to categorising and resolving any sort of activity "tickets", such as requests (including incidents) on a service desk, problems, or changes. You heard about Standard+Case at TFT12. At TFT13 you can find out more: - how S+C empowers customers as well as staff - how S+C is an essential step on the path to service excellence - how S+C adapts our organisation to the rise of the knowledge economy and the decline of "IT industrialisation" - how use of S+C ideas are working out in the real world ...and whatever else I learn about S+C before June. Heck ANYTHING could come up between now and then at the rate the world is changing. To find out more about TFT, the only 24 hour global virtual ITSM conference, visit www.tomorrowsfuturetoday.com
Transcript of TFT13 Rob England Standard+Case approach: applying Case Management to break free of process-bound...
Standard+Case
Improving service response
v7 Picture © Canstockphoto.com
Rob England
Issues addressed
• Customers see IT as
bureaucratic, inflexible
• Staff feel process bound
• Process doesn’t adapt to
a changing world
Picture © Canstockphoto.com
Issues addressed
• Real world falls off the page
• Request catalogue only
handles half
• Long running tickets
Picture © Canstockphoto.com
IT as a factory
• TQM
• Six Sigma
• CMMI
• ITIL
• Lean
• DevOps
• Defined
• Standardised
• Repeatable
• Measured
• Predictable
• Optimised
Picture © Canstockphoto.com
Where is the IT production line?
1. Build: acquisition, development, integration
2. Release: operational change, deploy
3. Execution: the delivery of transactions
4. Maintenance: fix, upgrade, enhance
5. Support: request, incident, problem
Picture © Canstockphoto.com
Standard Models
• Request
• Incident
• Problem
• Change
IT responses
• Password reset
• New user
• Restore a lost file
• Laptop software install
• Corrupted mailbox
• Configure new laptop
• Server won’t boot
• Set up new WiFi router
• Intermittent slow transaction times
Picture © Canstockphoto.com
The Cynefin model
disorder
simple chaotic
complex complicated
known
knowable
unknowable
unknown unfamiliar
exploratory exploitative
Responses cannot all be standardised
because users are not standardised
and the real world gets complex
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…and more complex every day
Hunter gatherer
Agricultural
Industrial
Service
Knowledge ?
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Fireman’s conundrum
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Doctor’s conundrum
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Case
Management
The knowledge worker
Skills
Professionalism
Autonomy
Own toolset
Knowledge locker
Brand
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The case worker
Skills Problem solving
Project management
Negotiation
Human interaction
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The Cynefin model
disorder
simple chaotic
complex complicated
Standard
Case unknown unfamiliar
Standard
+
Case
=
Standard+Case approach
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Standard+Case
there's either a standard model or there isn't
Standard
Case
19 19
Standard+Case
20 20
Standard+Case
Empowering the customer
Portfolio
Change
Request
Standard
Change
Request
Catalogue
Empowering the customer
Portfolio
Change
Request Request
Catalogue
Request
Fulfilment
Standardisation
Portfolio
Change
Request Life
Empowering the worker and user
S+C in the wild
• S+C pioneers
• Adaptive Case
Management
• “Fortune 500 Indian
bank”
• Unwitting – it is
what we do now
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More…
www.basicsm.com/standard-case
• Clarifying and expanding the theory
• Empowering the customers and users
• Empowering knowledge workers
• Improving performance
• Improving morale
Standard+Case
S+C applies to any human response:
there's either a standard response or there isn't
Standard+Case
