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The FACE of IT @
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Welcome!
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Experiences?
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What does a Customer want from IT?
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What is the FACE of IT? Fast Accurate Caring Extraordinary
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Understand the Issue
• Gather info: Listen & Check
Take Action
• Research, Troubleshoot, Use skills
Deliver a service
• Fast, Accurate, Caring, Extraordinary
What, How, When, Where
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Break15 M
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Why? Roles and Goals
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Where are we now?10
5
0
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What changes can we make?
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Understand the Issue
•Gather info: Listen & Check
Take Action
•Research, Troubleshoot, Use skills
Deliver a service
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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
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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.
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IS Could be but IS NOT Differences Changes
What
Where
When
Magnitude
The Matrix
17
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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
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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
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Understand the IssueGather info: listen & check
Checklist to hand Ask Questions Listen Check Understanding
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Break 60 M
21
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Check List – why?
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Questioning skills
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Listening skills
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Activity
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Check Understanding
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Understand the Issue
•Gather info: Listen & Check
Take Action
•Research, Troubleshoot, Use skills
Deliver a service
What, How, When, Where
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Break15 M
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Activity
The Matrix
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Understand the Issue
•Gather info: Listen & Check Take Action
•Research, Troubleshoot, Use skills
Deliver a service
What, How, When, Where
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Level of Service High
Customers Expectation
Low
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Customer Expectations
High
Level of Service Low
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Customer Expectations
Average
Level of Service Average
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Level of Service High
Customer Expectations
High
How do we get
!!!!
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Experiences?
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What does a Customer want from IT?
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Action Plans and Learning Journal
39
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The FACE of IT @