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Barclay Rae
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Problem Management not Problem Adminstration
Problem Management
not Problem
Administration
itSMF USA
Webinar
Agenda Management and Administration
Problem Management challenges
CSI triangle
Problem Management tips
4
Problem management
Successful problem management will start to turn things around
Why isn’t this working for so many orgnaisations?
Management and AdminManagement Admin
Driving Doing
Outcomes Activity
Results Processes, documentation, work
Acting on information, making decisions
Producing reports and analysis
Problem Management and AdminProblem mgmnt Problem admin
Driving problem resolutions and change
Processing problems, incidents
Outcomes – e.g. reduced incidents Activity – trends analysis, reports, produce problem lists for action
Communicating, facilitating action Processes, documentation, work
Acting on information – getting problems and risks prioritised. ROI
etc.
Producing reports and analysis, managing priority lists, arranging
meetings
Problem management
Successful problem management will start to turn things around
Why isn’t this working for so many orgnaisations?
Not enough focus on role and skills/attributes rather than process Too often seen as administrative/low levelThe exact nature of the work and tasks required for PM is often not fully understood
CSI Triangle
ITSM Geometry
Service Desk
ITSM engine
Service Catalogue
CSI
CSI Triangle
Solving / managing
issues
Re-using work +
know how
Identifying issues / trends
Measuring progress /
success
Metric ‘Bundles’
Metric What Threshold Weighting
Telephony ABR/AHT/ATR ABR<5%AHT<5 minATR<2 min
20%
Incident logging SLA Key apps – HR + Payroll apps+ Email
99.8% Service Hours
20%
Incident resolution SLA Weekly review Target 90% 20%
Agent efficiency Weekly review Target 90% 10%
Customer satisfaction Month end billing 100% availability
20%
Efficiency/scheduling Internal metrics % targets 10%
SERVICE DESK
98%
Metric What Threshold Weighting
SLA Incident/fix <5 per week 20%
Availability Key apps – ERP + Email
99.6% Service Hours
15%
Customer Satisfaction Weekly review Target 85% 25%
NPS/KCI Weekly review Target 75% 10%
Key Metric – Moment of truth
Key time availability 100% availability
30%
CUSTOMER - SERVICE A
100%
Metric ‘Bundles’
94%
Problem Management
Tips
itSMF USAWebinar
Problem Management tips
Where to start? Problem Management role Questions Visibility Top 10 Codes and categories Customer / Service Experience principles CSI – knowledge/metrics
Where to start?
• Benchmark • Identify and promote some individual
successes• Clarify goals and objectives for PM• Use customer experience to drive
improvements• Build an initial problem list + CSI Register
Problem Mgmnt role
More about ownership + people than just a process
Problem Management – part analyst, investigator, mostly project manager
Need to clearly define role and objectives
Questions
• How are we doing?• How can we improve?• Why is this happening?• Why does it keep happening?• How can we stop it ?• What’s the impact/cost/benefit• Why breaches – ‘Watermelon SLAs’ and reports?• Why do we use this model/do it this way?
Visibility
• Open up your problems to a wide audience – to speed up resolution
Top 10
• Develop process for building and maintaining an agreed list of top 5/10 problems – for the department.
• Ask management – what are they doing about the top 10?
Review codes and Categories
• Separate logging and closing categories, Cause codes, Reason for Failure
• Review and rationalise codes/tables, inputs• Think outputs
Customer / Service Experience
Use Customer experience (mapping, touch points, moments of truth, outcomes) to drive improvements
Define and use targeted initiatives – e.g. like ‘shift left’ for focus
See SITS/Cherwell/SDI CX paper
Shift Left
The ‘no brainer’FasterCheaperEasier
Just a better customer experience
1 2 3
$10 $100 $300
CSI Triangle
Solving / managing
issues
Re-using work +
know how
Identifying issues / trends
Measuring progress /
success
26
Problem Management tips
Where to start? Problem Management role Questions Visibility Top 10 Codes and categories Customer / Service Experience CSI – knowledge/metrics
Summary
Ultimately, problem management is about
digging out the real issues and
finding effective ways to get them communicated, escalated and resolved
Summary
• Think person/people and role over process• Outcome over activity• Driving delivery over doing stuff• This process won’t happen by itself• Use customer and business focus to drive
action• Build on initial successes – however small
Thank you for listening!
barclayrae.com
Itsmgoodness.com
BrightTALK CH 9885
#itsmgoodness
@barclayrae
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