agile itsm workshop004
DESCRIPTION
In practice, service management is delivering reliable, efficient, cost effective and intuitive service offerings that deliver tangible value to our business or organization.Over the past several decades, numerous companies were launched within heroic cultures that focused on “just get it done”. In an effort to address the issue, industry groups have promoted a monolithic all consuming program approach that drives through the organization like a freight train. Inevitably, tangible improvement within these cultures with this approach is elusive and difficult.Through numerous improvement efforts, we have found is that there is alternative way, a continuous ground up approach that takes incremental steps on a daily basis to achieve tangible results faster, cheaper, and more consistently.http://www.navascend.net/documents/whitepaper/agileItsmImprovementWhitepaper4001.pdfTRANSCRIPT
Agile ITSM:Workshop - Improving Incident Management
Presented By: Michael Maley, CTO NavAscendSponsored By:
Why Listen to Me?
Where I have played a role in implementing and optimizing service management.
1/31/2011 NavAscend Copyright 2011 - Confidential 2
Agile ITSM Workshop - Incident Exercise 3
What Will You Learn
• How to take an Agile Approach• How to Keep it Simple• How to Identify Opportunities• How to Right Size Improvements• Incremental Steps to Achieve
Dramatic Results• Little Improvement Add Up
Quickly• Result Provide a Foundation for
Bigger Returns
5/11/2011 - Copyright NavAscend 2011
Agile ITSM Workshop - Incident Exercise 4
Agenda
• Knowledge Sheets• Tools• Scenario• Assignment of Roles• Situation• Exercises– Incident 1001– Incident 1020
• Review• Feedback5/11/2011 - Copyright NavAscend 2011
Agile ITSM Workshop - Incident Exercise 5
Knowledge Sheets
• Incident• Incident Manager• Critical Incident Review
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Agile ITSM Workshop - Incident Exercise 6
Your Tools
• Scenario Worksheet• Role Worksheet• Knowledge Sheets• 5 “Why”s
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Agile ITSM Workshop - Incident Exercise 7
Core Focus Areas• Technology
– What technologies enable an activity?• Tracking• Workflow• Monitoring• Administration• Integration• Reporting
• Skills– What skills are required to successfully
participate in the activity?• Knowledge• Skill sets
• Data– How can we optimize the data to effectively
and efficiently execute the activity?• Performance• Capacity• Timing• Quality• Satisfaction
• Workflow– How repeatable is our activity?
• What do we do?• Who does what?• When do they do it?• What is produced?
– Is it measurable?
5/11/2011 - Copyright NavAscend 2011
Agile ITSM Workshop - Incident Exercise 8
Situation
• Little or no experience• No continuous improvement
program• Consultants have come and gone• Trained without a path forward• Limited management support –
Just get it done• Established strongholds of
resistance
5/11/2011 - Copyright NavAscend 2011
Agile ITSM Workshop - Incident Exercise 9
Scenarios
1. Collaboration Outage– Can not connect to Internet
2. Productivity Outage– Can not print
5/11/2011 - Copyright NavAscend 2011
Agile ITSM Workshop - Incident Exercise 10
Role Assignment1. Customer – Mr. Apple2. Service Desk – Miss Mulberry3. Incident Coordinator – Mr. Grape4. Tier 2 - Subject Matter Experts
a. Mobile Computing – Mrs. Cashewb. Network Services – Mr. Walnut
5. Tier 3 – Vendor – Professor Mayo6. Service Manager – Mr. Brazil7. Process Owner – Mrs. Macadamia
5/11/2011 - Copyright NavAscend 2011
Agile ITSM Workshop - Incident Exercise 11
Exercises
• Looking at the top 2 Incidents of last week
• Conducting a Critical Incident Review
• Participate within your role• Focus on specific actions you
can take immediately
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Agile ITSM Workshop - Incident Exercise 12
Exercise 1
• Incident• Priority• Participants• Timing• Actions• Restoration• What happened? (5 whys)• Improvements5/11/2011 - Copyright NavAscend 2011
Agile ITSM Workshop - Incident Exercise 13
Exercise 2
• Incident• Priority• Participants• Timing• Actions• Restoration• What happened? (5 whys)• Improvements5/11/2011 - Copyright NavAscend 2011
Agile ITSM Workshop - Incident Exercise 14
Review
• What did we learn?• How would you implement this in your organization?
5/11/2011 - Copyright NavAscend 2011
Agile ITSM Workshop - Incident Exercise 15
Thank You
• What have you Learned Today?• Questions?– Contact: Michael Maley – [email protected]
• Resources– www.navascend.net/resources
5/11/2011 - Copyright NavAscend 2011