Effective Questioning for ITSM

  • View

  • Download

Embed Size (px)


Effective questioning is a skill and tool that can provide tremendous value, yet very few individuals would consider themselves to be truly effective questioners. This presentation provides practical techniques and methods for using effective questioning to help turn data into wisdom. These techniques are pulled from a number of industries and professions that have been using effective questioning techniques for decades, including education (pedagogy), contracts, library science, and academic research. Participants will be able to use these techniques immediately and apply them to any number of processes, at the strategic, tactical, and operational level, and for either business or IT.

Text of Effective Questioning for ITSM

  • 1. Welcome! W l! ITSM Academy

2. About ITSM Academy Accredited Education Since 2003 - Tens of Thousands Certified Process Design Engineer (CPDE) Trained and Certified ITIL Foundation ITSM Professional Diplomas ITIL Capability (OSA|PPO|RCV|SOA) Change/Support/SLM ITIL Lifec cle (SS|SD|ST|SO|CSI) Lifecycle Public Classes throughout U.S. ITIL Managing Across the Lifecycle (MALC) Corporate On-Site Classes ISO/IEC 20000 Foundation Virtual Classes ISO/IEC 20000 Foundation Bridge / Courseware Licensing MOF Foundation Corporate & Partner (GEM) Practical, Value-Add Workshops p AlAlumni P i Program ITSM Leadership PMI Global Education Provider ITIL, MOF, ISO 20K Overviews Apollo 13, Visible Ops: The Class 13 Certified Woman-Owned And more!ITIL is a Registered Trade Mark of the Cabinet Office. ITSM Academy2 Welcome! 3. Michael CardinalITSM A dAcademy ITIL Expert, CPDE, Educator, Man for All Seasons? ITSM Academy3 4. Agenda? Getting to understand questions better? Questioning approaches? Question development? Using questions for ITSM? Are we there yet?yThanks for joining us today.Please use the chat feature to send in your questions. ITSM Academy4 5. Why more Effective ITSM Questions? Serve as the basis for all of ITSMGuide the lifecycle from Strategy to CSI Facilitate better communicationsPossibilityto generate ideasOpportunityto narrow optionsActionto make decisions Provide a platform for thought Efficiency, effectiveness, economy Increase value, utility and warranty ITSM Academy5 6. What are Questions? A sentence worded or expressed so as to elicit data,information,information knowledge and wisdom Probingg Ensure completenessp Decision-making Ensure accuracy Idea generation g Gather examplesp Clarification Extend knowledge Understand purpose Evaluate Determine relevance Elicit emotions ITSM Academy6 7. Question Types? Probing Factual Inquiry Interview Socratic Survey Coaching Strategic Open/Closed O /Cl d TacticalT ti l Rhetorical OperationalWhat about Blooms questions? Bloom s ITSM Academy7 8. Question Master? Benjamin Bloom (1913-1999) Educational psychologistDeveloped theories around mastery-learningKnowledge=mastery cogniti e affecti eKnowledge=master of cognitive, affective,psychomotor domains Blooms Taxonomy yStep model based on increasing levels of critical thoughtKnowledge and mastery builds through the levelsCan be applied in many situations to gain data, information, knowledge and wisdom ITSM Academy 8 9. Blooms Taxonomy? MALC 6. Evaluation Expert Master5. Synthesis 4. Analysis Intermediate3. A li ti3 ApplicationCPDE2. ComprehensionpFoundation 1. Knowledge ITSM Academy 9 10. Using Bloom? 6. Evaluation Judging outcomes or validating SUBJECTIVE 5. Synthesis Bringing together new ideas 4. Analysis Breaking apart/deconstructing 3. A li i 3 Application M ki use of data/informationMakingf d /i f i 2. Comprehension p Confirming or translating gg 1. Knowledge Information gatheringOBJECTIVE ITSM Academy10 11. Using Bloom?BIG 6. Evaluation WisdomPICTURE 5. Synthesis Knowledge 4. Analysis Information/Knowledge 3. A li i 3 ApplicationI f Informationti 2. Comprehension p Data/Information/ 1. Knowledge DataDETAIL ITSM Academy 11 12. Blooms Question Words? Knowledge Comprehension Application AnalysisSynthesis Evaluation Who p ExplainApply pp yAnalyze y Arrangeg Whyy WhatIndicate BuildCalculate Assemble Assess Where Locate Demonstrate CompareOrganize Defend WhenIllustrate OperateHow Plan Evaluate DescribeSelect Employ Deconstruct ProposePredict TellRephrase InterpretExamine PrepareSupport IdentifyRecognizePlan Determine Set Up Estimate State Report UseTestDevelopValueOPERATION TRANSITIONDESIGNSTRATEGYCONTINUAL SERVICE IMPROVEMENT ITSM Academy12 13. Helper Words? Modal Verbs Journalistic Questions Can C WhoWh Could What May Where Might When MustHow Ought Why Shall Should Will W ld Would ITSM Academy 13 14. Developing better ITSM Questions? Which Bloom level? Question Formula: {Helper Word} + {Bloom Question Word} + {Process Word} Examples:Can you describe the incident?How would you identify utility?How could we create a better strategy? Will we comprehend the impact of the change? ITSM Academy14 15. Points to Ponder? Complex elaborateLevel (Evaluation)L l 6 (E l i ) questions can b very simple ibei l Do you work for a good boss?Level 1 (Knowledge) questions can be very elaborate Level Can you tell me all the different types of standard changes, standard services, service requests and events your organization has identified? Is this a statement or a question?The question is the part with the question mark q p qDo not make a statement when you mean to ask a question ITSM Academy 15 16. More Points to Ponder? Think about the question and the answer before you ask Do you know an answer to the question? Are you asking the question to validate your own thinking? Are you willing to hear the answer? There is no such thing as a closed question There is always more to the question and answer than wemay realize Even the simplest question shouldgenerate more questions The best answer to a question isanother question! ITSM Academy 16 17. 1. Knowledge?1. Knowledge Who: Service Desk, Operations What: Incident, Service Request, E Wh I idS i R Event, SACM R l SACM, Release When: Identifying, Logging Where: CMS, CMDB Where CMS CMDB, other data repositories How: Gather and verify basic information, identify incidents, events, service requests, , q Why: Establish a complete and accurate base of facts and data Example: Can you tell me where you are currently located? ITSM Academy17 18. 2. Comprehension?2. Comprehension Who: Service Desk, 2nd Level, Functions What: Incident, Service Request, Access When: Categorizing, Prioritizing Where: CMS, CMDB, DML How: Probing for better understanding of issue gg Why: Comprehend the appropriate further line of q questions to ask Example: Can you indicate what you were doing when the error occurred? ITSM Academy 18 19. 3. Application?3. Application Who: Technical, Application, Operations Management Mt What: Transition, Design, Deployment Wh Escalating, I When: E l ti Investigatingti ti Where: IM Tool, AMIS, CMIS, SMIS, Catalog How Determining workarounds and fixes How: workaro nds fi es Why: Move through a process flow effectively and efficiently Example: Could we build the service in a more efficient manner? ITSM Academy 19 20. 4. Analysis? 4. Analysis Who: Analysts, 2nd and 3rd Level, Process Owners What: Root Cause, Problem, Change, SACM When: Investigating, Diagnosing, Assessing Where: Data Mining, Statistical Tools, KMDB, Catalog How Building Config Models, Metrics Program How: B ildingModels Why: Deconstruct into simpler more understood and manageable pieces How would we compare the capabilities of two distinct services? ITSM Academy 20 21. 5. Synthesis?5. Synthesis Who: Management, Owners, Designers, Architects What: Design, Warranty, Strategy, CSI When: Closure, Service and Process Design Where: SKMS, Service Portfolio How: Defining and designing new and better services ser ices Why: Find and develop new solutions and promote innovation and creativity Example: Should we re-organize the IT department to provide more effective service delivery?p y ITSM Academy 21 22. 6. Evaluation? 6. Evaluation Who: Management, Strategy Developers, Planners What: Strategy, CSI When: Meetings, Planning & Strategy Sessions Where: Service Portfolio How: Providing greater value to customers and userssers Why: Validation of decision making and understanding Example: Will we be able to predict the effects of an alternative service delivery mechanism? y ITSM Academy22 23. Other Uses? Meetings: Establish the agenda based on Bloom Levels L l Root Cause: Ask questions from each level to get a fuller picture of the situation Plans/Strategies/Business Cases: Establish sections based on the six levels Negotiations: Ensure agreement by validating each level Process Maturity: Validate processes at each level for comprehensiveness ITSM Academy23 24. Pop Quiz? What Bloom Level are these questions? Who is buried in Grants tomb? Which is better-Chicago style pizza or New York Stylepizza? i ? When will the Cubs win the World Series? H much i 1+1? Howh is What causes men to go prematurely bald? What would happen if everyone asked more effectivequestions? Did you e joy this sess o ?d enjoy s session? ITSM Academy 24 25. Pop Quiz? What Bloom Level are these questions? Wh is buried in Grants t b? L l 1 (Know) Who i b i d i G t tomb? Level (K) Which is better-Chicago style pizza or New York Style pizza? Level 2 (Comprehend) or Level 6 (Evaluation) (p )() When will the Cubs win the World Series? Levels 3-6 (Apply, Analyze, Synthesize, Evaluate) How much is 1+1? Levels 1-3 (Know, Comprehend, Apply) What causes men to go prematurely bald? Level 4 (Analyze) Wh t would happen if everyone asked more effective What ld h k d ff ti questions? Level 5 (Synthesize) Did you enjoy this session? Level 6 (Evaluate) y j y () ITSM Academy 25 26. Visible OPS Certified ProcessDesign Engineer (CPDE) ITIL SOA ITIL at the Service DeskITIL PPO Defining Your Service Catalog ITIL RCV ITIL Service Strategy ITIL Managing AcrossITIL OSAthe Lifecycle (MALC) ITIL Service Design Service StrategyITIL Service Transition OverviewITIL Service OperationService TransitionOverviewITIL ContinualService ImprovementService Operation OverviewITIL ITSM Roles Foundation and Responsibilities ISO/IEC 20000 Foundation Apollo 13 Simulation ISO/IEC 20000 /Foundation BridgeMOF ITIL Executive OverviewFoundationCustomer Service ITSM Excellence E ll Leadership ITIL OverviewBuilding Blocks of Process DesignISO/IEC 20000 OverviewSolid colored boxes represent accredited certification courses.Grey boxes represent non-certification courses including workshops and simulations. 27. ITSM Academy Affiliates ITSM Academy, v2 October 20