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

Picture © Canstockphoto.com

Doctor’s conundrum

Picture © Canstockphoto.com

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