Upload
others
View
4
Download
1
Embed Size (px)
Citation preview
How to become an Incident & Problem Management Superstar
Christoph Goldenstern, Kepner-Tregoe Jason Rosenfeld, Cask, LLC
Your presenters
Christoph Goldenstern
Global VP of Strategy and Service Excellence,
Kepner-Tregoe
Lead global customer service engagements with
companies like Siemens, IBM, Nokia
www.kepner-tregoe.com
Jason Rosenfeld
ITSM Practice Lead, Cask, LLC
Leads service management capability, providing consulting
and training services to KeyBank, Qualcomm, CSC and
more
www.caskllc.com
Kepner-Tregoe and ITIL®
Fun
dam
enta
l K
T P
roce
sses
Situation Analysis: Clarify & prioritize situation
Problem Analysis: Identify root cause
Decision Analysis: Select best fix
Potential Problem Analysis: Avoid future problems
Ho
w
ITIL
Pro
cess
es
Incident Management Process
Problem Management Process
ITIL
Def
init
ion
s What Incident Management is, and why it is needed
What Problem Management Process is, and why it is needed
Incident Management
Problem Management
Wh
at a
nd
wh
y
Copyright © 2012 Kepner-Tregoe, Inc. All Rights Reserved
What vs. How
Copyright © 2012 Kepner-Tregoe, Inc. All Rights Reserved
Incident Identification
Incident Categorization
Incident Logging
Incident Prioritization
Escalations (if required)
Investigation and Diagnosis
Resolution and Recovery
Incident Closure
Problem Detection
Problem Categorization
Problem Logging
Investigation and Diagnosis
Workaround (if applicable)
Raise Known Error Record
Determine Root Cause
Situation Analysis: Clarify & prioritize situation
Problem Analysis: Identify root cause
Decision Analysis: Select best fix
Potential Problem Analysis: Avoid future problems
Problem Closure
Do you notice any
gaps? Duplication?
Incident Management
Copyright © 2012 Kepner-Tregoe, Inc. All Rights Reserved
Purpose
Restore service as quickly as possible
Tips
Categorize
Prioritize by defining impact and urgency
Upstream incidents by empowering self-
service and the Service Desk
Document escalation paths, expected handoffs
(i.e. OLAs) and automate where possible
Clearly articulate expected response and
resolution times to customers
Identify Incident relationship with Changes
Problem Management
Copyright © 2012 Kepner-Tregoe, Inc. All Rights Reserved
Purpose
Incident and Problem prevention by determining
root cause
Tips
Understand the purpose of Incident and Problem
Management processes and associated data
Allocate staff to identify trends for proactive
problem management
Separate Major Problems from the rest of the
pack with clear criteria
Maintain a Known Error Database
Link Request for Change (RFC) generation
Customer Pressure Points
Pressure
Increased access to good and bad data
Interdependancy of Products
Complexity of Environment
Economic Pressure
Customer Expectations
Technical knowledge always lagging behind
Can‘t take the heat? You are not alone...
Copyright © 2012 Kepner-Tregoe, Inc. All Rights Reserved v
Incident Volumes on the rise
Copyright © 2012 Kepner-Tregoe, Inc. All Rights Reserved
What clients want
Copyright © 2012 Kepner-Tregoe, Inc. All Rights Reserved
The Service Capability Gap
Copyright © 2012 Kepner-Tregoe, Inc. All Rights Reserved
The changing service operations landscape
Operational goals:
COMMUNICATION: Stakeholders are informed, and have confidence in the information
CERTAINTY: restoration and troubleshooting processes create a sense of control
SPEED + QUALITY: we need both
CLARITY: data is visible and clear to all those participating
RELIABLE: the system is restored, AND recurring incidents minimized
Changes:
We are facing a growing
technology complexity
avalanche
Incident and Problem
Management are more crucial
than ever to the stability of
our IT
Uptime of services,
applications and systems is
key
Consistency and quality of
IM and PM is becoming a
competitive advantage
> Being able to Think Correctly Under Pressure is a necessity
Copyright © 2012 Kepner-Tregoe, Inc. All Rights Reserved
KT Process is a Thinking Process
Information
Experience
Judgment
Knowledge
Customer
Problem
Resolved
Input Process Result
thinking
Copyright © 2012 Kepner-Tregoe, Inc. All Rights Reserved
EVALUATE
ALTERNATIVESGenerate Alternatives
Screen through MUSTs
Compare against WANTs
CLARIFY PURPOSEDevelop Objectives
Classify into MUSTs
and WANTs
Weigh the WANTs STATE
DECISIONWhat do we need
to decide?
What are we trying to do?
DECISION
ANALYSISTo balance benefits
and risks
MAKE
DECISIONMake the Best
Balanced Choice
ASSESS
RISKSIdentify Adverse
ConsequencesIDENTIFY
POTENTIAL
PROBLEMSState the Action
List Potential Problems
PLAN
CONTINGENT
ACTIONPrepare Actions
to Reduce
Likely
Effects
TAKE
PREVENTIVE
ACTIONTake Action to
Address Likely Causes
IDENTIFY
LIKELY CAUSESConsider Causes
for the Potential
Problems
THINK
BEYOND
THE FIXExtend the Cause
Extend the Fix
CONFIRM
TRUE CAUSEVerify Assumptions,
Observe, or Try
a Fix and
MonitorEVALUATE
POSSIBLE
CAUSESTest Possible Causes
Determine Most
Probable Cause
IDENTIFY
POSSIBLE CAUSESUse Knowledge and
Experience, or…
…Distinctions
and
Changes
DESCRIBE
PROBLEMState the Problem
Specify the Problem
PROBLEM
ANALYSISTo avoid
jumping to
cause
POTENTIAL
PROBLEM
ANALYSISTo avoid
reactive
action
SET
TRIGGERSSet Triggers
for Contingent Actions
SITUATION
APPRAISALIdentify Concerns
Set Priority
Plan Next Steps
Plan Involvement
KT Troubleshooting Methodology
3. Decision Analysis: To select best fix. Effective Decision Making
2. Problem Analysis: To find root cause. Problem Management
4. Potential Problem Analysis: To avoid future problems. Risk Analysis
1. Situation Appraisal: To clarify and prioritize situation. Plan Issue Resolution
Copyright © 2012 Kepner-Tregoe, Inc. All Rights Reserved
Copyright © 2012 Kepner-Tregoe, Inc. All Rights Reserved
Copyright © 2012 Kepner-Tregoe, Inc. All Rights Reserved
Copyright © 2012 Kepner-Tregoe, Inc. All Rights Reserved
Copyright © 2012 Kepner-Tregoe, Inc. All Rights Reserved
Copyright © 2012 Kepner-Tregoe, Inc. All Rights Reserved
Example: Possible Causes and Testing
Copyright © 2012 Kepner-Tregoe, Inc. All Rights Reserved
Example: Possible Causes and Testing
Copyright © 2012 Kepner-Tregoe, Inc. All Rights Reserved
Example: Possible Causes and Testing
Copyright © 2012 Kepner-Tregoe, Inc. All Rights Reserved
KT in the context of IM and PM
Copyright © 2012 Kepner-Tregoe, Inc. All Rights Reserved
How to make it stick?
Retention of training after six months
Presentation 3%
P + Demonstration 5%
P + D + Participation 15%
P + D + P + Role Modelling 25%
P + D + P + RM + Personal Feedback 45%
P + D + P + RM + PF + On-the-job-Coaching 85%
Copyright © 2012 Kepner-Tregoe, Inc. All Rights Reserved
Adoption model
Process Skill Transfer
(training)
Coaching
+
Alignment of: Processes and Triggers
Expectations > Consequences > Feedback Measurement
Documentation and Knowledge Creation (software) Role modeling (leadership)
Resolution/ Restoration time
Cost per Incident/Problem Customer Sat
Quality x Adoption = Results
Copyright © 2012 Kepner-Tregoe, Inc. All Rights Reserved
List Issues
Assess
Priority
Assign
Actions
Describe
Problem
Evaluate
Possible
Causes
Apply
Solution
Time
A defined, logical sequence of steps
Copyright © 2012 Kepner-Tregoe, Inc. All Rights Reserved
Coaching for quality
List Issues
Assess
Priority
Assign
Actions
Describe
Problem
Evaluate
Possible
Causes
Apply
Solution
Time
Copyright © 2012 Kepner-Tregoe, Inc. All Rights Reserved
Improving the IT Incident Management of a professional services organization
Project Days
Resolu
tion T
ime
After KT process implementation ……>………………………>………………………>......................
Copyright © 2012 Kepner-Tregoe, Inc. All Rights Reserved
Improving Problem Management inside a Network Technology provider
Copyright © 2012 Kepner-Tregoe, Inc. All Rights Reserved
Mean time to solve by number of technical staff involved
Copyright © 2012 Kepner-Tregoe, Inc. All Rights Reserved
Copyright © 2012 Kepner-Tregoe, Inc. All Rights Reserved
Improving case quality
Summary
Questions & Answers
Copyright © 2012 Kepner-Tregoe, Inc. All Rights Reserved
Questions and Answers
Please contact us directly for:
A copy of this presentation
Access to several whitepapers that are available
on the topics presented
Information on Kepner-Tregoe training
opportunities
Christoph Goldenstern Phone: +1-609-252-2516 [email protected] christophgoldenstern Find me on LinkedIn
Jason Rosenfeld Phone: +1-858-200-2185 [email protected] @jasonrosenfeld Find me on LinkedIn