It smf usa webinar problem mgmnt not admin - barclay rae
1. Barclay Rae
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Problem Management not
Problem Adminstration
6. Management and Admin
Management Admin
Driving Doing
Outcomes Activity
Results Processes, documentation,
work
Acting on information, making
decisions
Producing reports and analysis
7. Problem Management and Admin
Problem mgmnt Problem admin
Driving problem resolutions and
change
Processing problems, incidents
Outcomes – e.g. reduced incidents Activity – trends analysis, reports,
produce problem lists for action
Communicating, facilitating action Processes, documentation, work
Acting on information – getting
problems and risks prioritised. ROI
etc.
Producing reports and analysis,
managing priority lists, arranging
meetings
8. Problem management
Successful problem management will start to turn things
around
Why isn’t this working for so many orgnaisations?
Not enough focus on role and skills/attributes rather than
process
Too often seen as administrative/low level
The exact nature of the work and tasks required for PM is often
not fully understood
16. Problem Management tips
Where to start?
Problem Management role
Questions
Visibility
Top 10
Codes and categories
Customer / Service Experience principles
CSI – knowledge/metrics
17. Where to start?
• Benchmark
• Identify and promote some individual
successes
• Clarify goals and objectives for PM
• Use customer experience to drive
improvements
• Build an initial problem list + CSI Register
18. Problem Mgmnt role
More about ownership + people than just a
process
Problem Management – part analyst,
investigator, mostly project manager
Need to clearly define role and objectives
19. Questions
• How are we doing?
• How can we improve?
• Why is this happening?
• Why does it keep happening?
• How can we stop it ?
• What’s the impact/cost/benefit
• Why breaches – ‘Watermelon SLAs’ and reports?
• Why do we use this model/do it this way?
21. Top 10
• Develop process for building and maintaining
an agreed list of top 5/10 problems – for the
department.
• Ask management – what are they doing about
the top 10?
22. Review codes and Categories
• Separate logging and closing categories, Cause
codes, Reason for Failure
• Review and rationalise codes/tables, inputs
• Think outputs
23. Customer / Service Experience
Use Customer experience (mapping, touch
points, moments of truth, outcomes) to drive
improvements
Define and use targeted initiatives – e.g. like
‘shift left’ for focus
See SITS/Cherwell/SDI CX paper
24. Shift Left
The ‘no brainer’
Faster
Cheaper
Easier
Just a better customer experience
1 2 3
$10 $100 $300
27. Problem Management tips
Where to start?
Problem Management role
Questions
Visibility
Top 10
Codes and categories
Customer / Service Experience
CSI – knowledge/metrics
29. Summary
• Think person/people and role over process
• Outcome over activity
• Driving delivery over doing stuff
• This process won’t happen by itself
• Use customer and business focus to drive
action
• Build on initial successes – however small
31. Thank You
For Attending!
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