the face of it @. welcome! experiences? what does a customer want from it?

The FACE of IT @

Welcome!

Experiences?

What does a Customer want from IT?

What is the FACE of IT? Fast Accurate Caring Extraordinary

Understand the Issue

• Gather info: Listen & Check

Take Action

• Research, Troubleshoot, Use skills

Deliver a service

• Fast, Accurate, Caring, Extraordinary

What, How, When, Where

Break15 M

Why? Roles and Goals

Where are we now?10

5

0

What changes can we make?

Understand the Issue

•Gather info: Listen & Check

Take Action

•Research, Troubleshoot, Use skills

Deliver a service

Any problem requires us to…

1. State the problem

2. Specify the problem

3. Develop possible causes from knowledge and experience or distinctions and changes

4. Test Possible causes against the specification

5. Determine the most probable cause

6. Verify assumptions, observe, experiment, or try a fix and monitor

The issue definition describes the 4 aspects of any problem;

1. What it is2. Where it occurs

3. When it occurred4. To what magnitude did it occur

This results in an easily understood statement such as;

“The email system crashed after the midnight shift engineer applied a hot fix ABC to Exchange server named XYZ only”

We can use this information for the next step…

• Issue Definition• A poor definition of a problem would be • “the server crashed”.• A better issue definition should include more information.

  IS Could be but IS NOT Differences Changes

What    

Where    

When    

Magnitude    

The Matrix

17

  IS Could be but IS NOT Differences Changes

What

System Failure

Similar systems/situations not failed

Where

Failure location

Other locations that did not fail    

When

Failure time

Other times where failure did not occur

Magnitude

Other failed systems

Other systems without failure    

The Matrix

18

  IS Could be but IS NOT Differences Changes

What

Exchange server XYZ crashed upon application of hot fix ABC

Other exchange servers getting hot fix ABC

Different shifts applied the hot fix

New patch procedure from vendor

Where

1st Floor server room (unsupported by vendor)

Anywhere else that has vendor support

External vendor support

New procedure, 1st time the midnight to 6am shift applied hot fixes

When

2.25am 12/03/13

Any other time or location

None noted  

Magnitude

Any other 1st floor server

Other 1st floor servers    

19

Understand the IssueGather info: listen & check

Checklist to hand Ask Questions Listen Check Understanding

Break 60 M

21

Check List – why?

Questioning skills

Listening skills

Activity

Check Understanding

Understand the Issue

•Gather info: Listen & Check

Take Action

•Research, Troubleshoot, Use skills

Deliver a service

What, How, When, Where

Break15 M

Activity

The Matrix

Understand the Issue

•Gather info: Listen & Check Take Action

•Research, Troubleshoot, Use skills

Deliver a service

What, How, When, Where

Level of Service High

Customers Expectation

Low

Customer Expectations

High

Level of Service Low

Customer Expectations

Average

Level of Service Average

Level of Service High

Customer Expectations

High

How do we get

!!!!

Experiences?

What does a Customer want from IT?

Action Plans and Learning Journal

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The FACE of IT @