#tft12: robert falkowitz
DESCRIPTION
Beyond Firefighting: Advanced Techniques in Incident Management In an advanced organization, the resolution of incidents should be considered already in the service design phase and tested during the service transition phase. What are the techniques that allow you to resolve incidents quickly and within a predictable time-frame? See Robert's TFT speaker Pinterest board: http://pinterest.com/servicedesk/robert-falkowitz/TRANSCRIPT
- 1. beyond firefightingtechniques for advancedincident management Robert s. falkowitz
2. Beyond FirefightingTechniques for Advanced Incident Management Robert S. Falkowitz Director, Concentric Circle Consulting [email protected]@3cs.ch @R_Falkowitz www.3cs.ch / blog.3cs.ch12012.12.05 Copyright 2012 Concentric Circle Consulting. All rights reserved. Version 1 3. To whom is this presentation addressed? People who want to learn the basics of incident resolution22012.12.05 Copyright 2012 Concentric Circle Consulting. All rights reserved. Version 1 4. To whom is this presentation addressed? People who want to learn the basics of incident resolution People who want to apply a service management framework32012.12.05 Copyright 2012 Concentric Circle Consulting. All rights reserved. Version 1 5. To whom is this presentation addressed? People who want to learn the basics of incident resolution People who want to apply a service management framework People who want to be world class incident resolvers 42012.12.05 Copyright 2012 Concentric Circle Consulting. All rights reserved. Version 1 6. Goals of Incident Management Restore normal service Restore it as rapidly as possible Minimize the impact of incidents on the business52012.12.05 Copyright 2012 Concentric Circle Consulting. All rights reserved. Version 1 7. Main Issue in Incident ManagementNo matter what we do, we can prevent only someincidents from happening. There will always beincidents. 62012.12.05 Copyright 2012 Concentric Circle Consulting. All rights reserved. Version 1 8. Other Issues in Incident Management We learn by doing. We learn how to resolve a certaintype of incident by resolving those incidents. We make mistakes in resolving incidents, even whenwe supposedly know how. We dont know for sure who can resolve an incidentuntil we have succeeded in resolving it. We learn only generic troubleshooting techniques;we do not learn resolution techniques72012.12.05 Copyright 2012 Concentric Circle Consulting. All rights reserved. Version 1 9. Incident Models A defined series of steps to manage an incident, including:What symptoms to collectHow to classifyHow to resolve ErrorDiagnosedRepaired Error DetectedLogistics RecoveredEnded To whom to assignHow to recoverPredictable, shortened duration 82012.12.05 Copyright 2012 Concentric Circle Consulting. All rights reserved.Version 1 10. Resolution TimeThe duration from detection to resolution (not thesame as repair time) ErrorDiagnosed Repaired Error DetectedLogistics RecoveredEnded Resolution Time92012.12.05 Copyright 2012 Concentric Circle Consulting. All rights reserved. Version 1 11. Agreed Resolution Time based on PriorityPriority = f(impact, urgency)UrgencyDeadline Error Diagnosed RepairedErrorDetected LogisticsRecoveredEndedBest Resolution Time (as fast as possible) 102012.12.05 Copyright 2012 Concentric Circle Consulting. All rights reserved.Version 1 12. Agreed Resolution Time based on Incident Type Every incident type is potentially different Incident typeEstimated date/time identified of recovery published Error Diagnosed RepairedErrorDetected LogisticsRecoveredEndedEstimatedEstimated resolution time resolutionretrievedtime tuned 112012.12.05 Copyright 2012 Concentric Circle Consulting. All rights reserved. Version 1 13. Using Failure Mode and Effects Analysis(FMEA)MIL-STD-1629 Procedures for Performing a FailureMode, Effects and Criticality Analysis (out of date)SAE J-1739 200901 Potential Failure Mode andEffects Analysis in Design (Design FMEA), PotentialFailure Mode and Effects Analysis in Manufacturingand Assembly Processes (Process FMEA)(http://standards.sae.org/j1739_200901) 122012.12.05 Copyright 2012 Concentric Circle Consulting. All rights reserved. Version 1 14. FMEA Approach (adapted) Output to Model Output to ModelNormal serviceWhat should How likely is it definitionhappen?to occur?Incident Model What could go How likely is Definition ofType wrong? detection? symptoms What would be What is thethe effects?priority?What is the DefaultWhat controls Resolutionimpact incident impact(severity)?are needed? steps 132012.12.05 Copyright 2012 Concentric Circle Consulting. All rights reserved. Version 1 15. Practice makes Perfect Schools have fire drills In California and Japan, they have earthquake drills Continuity plans are (should be) testedWhy dont we test and practice incident resolution?142012.12.05 Copyright 2012 Concentric Circle Consulting. All rights reserved. Version 1 16. Summary of Techniques Commit to high Identify andperformancebuild incident incident resolutionDesign modelsImplement Improve Build models inPractice Strategy toolsand tuneTest processUse models toOperate Test& models resolve incidents152012.12.05 Copyright 2012 Concentric Circle Consulting. All rights reserved.Version 1 17. Beyond Firefighting For more information, contact: Robert S. Falkowitz Director, Concentric Circle Consulting [email protected] @R_Falkowitz www.3cs.ch / blog.3cs.ch 162012.12.05 Copyright 2012 Concentric Circle Consulting. All rights reserved. Version 1 18. aae WITH THANKS TO OUR SPONSOR bmc Itsm Software #TFT returns may 2013