This document discusses the Standard+Case approach to improving service response. It addresses issues with current processes being seen as bureaucratic and inflexible. The Standard+Case approach combines standard models (like request, incident, problem, change) with case management principles. Case management involves dynamic execution states, actions, inputs/outputs, and resources based on the specific case. The approach aims to balance standardization with flexibility to adapt to each unique case or situation. It discusses applying people, processes, and technology elements like collaboration, knowledge management tools, and ticketing systems to enable the Standard+Case approach.
11. • 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
14. 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
18. 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
19. Practices / Process
• Emergent
• Diversity
• Knowledge-centric
• Policy and controls
• Review