Standard plus Case
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Transcript of Standard plus Case
Standard+Case
Improving service response
v5
Picture © Canstockphoto.com
Issues addressed
• Customers see IT as
bureaucratic, inflexible
• Staff feel process bound
• Process doesn’t adapt to
a changing world
Picture © Canstockphoto.com
Issues addressed
• Real world falls off the page
• Request catalogue only
handles half
• Long running tickets
Picture © Canstockphoto.com
Fireman’s conundrum
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Doctor’s conundrum
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Standard+Case
Standard
+
Case
=
Standard+Case approach
Generic “response” process
Standard Models
• Request
• Incident
• Problem
• Change
Case
Management
• medical
• crime
• legal
• social work
• audits
• emergency responses
• military attacks
Case
Management
• a series of execution states
• states are determined dynamically
• external events can change the state.
• options for action at each state
• actions are chosen dynamically
• Inputs and outputs decided
dynamically
• resources chosen dynamically
o templates, checklists, content,
policy, procedures, tools,
people...
• states and actions are unpredictable
• goals will change as the case
develops
• planning is part of execution
Case
Management
Standard+Case
Standard models
+
Case Management
=
Standard+Case approach
Standard+Case
there's either a standard model or there isn't
Standard
Case
If (XXXXXXXXXXXXXX)
XXXXXX
Else if (XXXXXXXXXXXXXX)
XXXXXX
Else if (XXXXXXXXXXXXXX)
XXXXXX
Else if (XXXXXXXXXXXXXX)
XXXXXX
Else if (XXXXXXXXXXXXXX)
XXXXXX
Else
:Yikes!
Call ExceptionRoutine
(“I don’t know what to do”)
End if
People
Process Practices
Technology Things
Process
Technology
People
• Collaboration
• Empowerment
• Skills
• Motivation
Picture © Canstockphoto.com
17
Gamification
Service Desk
Play
Options
Configure
Profile
You have 23 requests remaining
Level up to Request Hotshot
Unlocked Network Ninja
3 incidents will exceed SLA today
7 callbacks will get you to Best Friend status
You are 2nd top resolver for the month
6 unassigned requests on queue
Boost your queue to 29 You need 30 to unlock Power Responder
Level 3 hotshot
Practices / Process
• Emergent
• Diversity
• Knowledge-centric
• Policy and controls
• Review
Process
Process
Improvement
Things / Technology
• Resources
• Templates
• Workflow
• Checklists
www.basicsm.com/
checklists
Tools
• Knowledge
management
• Content management
• Collaboration and
communication
• Ticketing
More…
www.basicsm.com/standard-case
Standard+Case
• Clarifying and expanding the theory
• Improving performance
• Empowering knowledge workers
• Improving morale
• Empowering the customer
Standard+Case
S+C applies to anything that requires a human
response:
there's either a standard response or there isn't