Barclay Rae

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Problem Management not Problem Adminstration

Problem Management

not Problem

Administration

itSMF USA

Webinar

Agenda Management and Administration

Problem Management challenges

CSI triangle

Problem Management tips

4

Problem management

Successful problem management will start to turn things around

Why isn’t this working for so many orgnaisations?

Management and AdminManagement Admin

Driving Doing

Outcomes Activity

Results Processes, documentation, work

Acting on information, making decisions

Producing reports and analysis

Problem Management and AdminProblem 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

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 levelThe exact nature of the work and tasks required for PM is often not fully understood

CSI Triangle

ITSM Geometry

Service Desk

ITSM engine

Service Catalogue

CSI

CSI Triangle

Solving / managing

issues

Re-using work +

know how

Identifying issues / trends

Measuring progress /

success

Metric ‘Bundles’

Metric What Threshold Weighting

Telephony ABR/AHT/ATR ABR<5%AHT<5 minATR<2 min

20%

Incident logging SLA Key apps – HR + Payroll apps+ Email

99.8% Service Hours

20%

Incident resolution SLA Weekly review Target 90% 20%

Agent efficiency Weekly review Target 90% 10%

Customer satisfaction Month end billing 100% availability

20%

Efficiency/scheduling Internal metrics % targets 10%

SERVICE DESK

98%

Metric What Threshold Weighting

SLA Incident/fix <5 per week 20%

Availability Key apps – ERP + Email

99.6% Service Hours

15%

Customer Satisfaction Weekly review Target 85% 25%

NPS/KCI Weekly review Target 75% 10%

Key Metric – Moment of truth

Key time availability 100% availability

30%

CUSTOMER - SERVICE A

100%

Metric ‘Bundles’

94%

Problem Management

Tips

itSMF USAWebinar

Problem Management tips

Where to start? Problem Management role Questions Visibility Top 10 Codes and categories Customer / Service Experience principles CSI – knowledge/metrics

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

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

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?

Visibility

• Open up your problems to a wide audience – to speed up resolution

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?

Review codes and Categories

• Separate logging and closing categories, Cause codes, Reason for Failure

• Review and rationalise codes/tables, inputs• Think outputs

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

Shift Left

The ‘no brainer’FasterCheaperEasier

Just a better customer experience

1 2 3

$10 $100 $300

CSI Triangle

Solving / managing

issues

Re-using work +

know how

Identifying issues / trends

Measuring progress /

success

26

Problem Management tips

Where to start? Problem Management role Questions Visibility Top 10 Codes and categories Customer / Service Experience CSI – knowledge/metrics

Summary

Ultimately, problem management is about

digging out the real issues and

finding effective ways to get them communicated, escalated and resolved

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

Thank you for listening!

barclayrae.com

Itsmgoodness.com

BrightTALK CH 9885

#itsmgoodness

@barclayrae

bjr@barclayrae.com

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