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Despite best practice guidance such as ITIL being around since the late 1980's, Problem Management is still a process that is eluding many organisations. This presentation explores why and how to overcome the challenge being faced by so many.
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I DON’T GET
IT
ISN’T IT MAJOR
INCIDENT
HANDLING?
Australian IT Service Management & Help Desk Summit 2009
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“……ITIL’s clarifica/on of an “incident” versus a “problem” clears up confusion about what ac/ons need to take place during which process”
“An incident occurs at the moment a service request or outage is
called into a service center. ACer that call the company works to get that customer up and running, at which point you close the incident and deploy a separate team to handle the problem, which is defined once the team find a series of incidents that can be /ed together”
“That’s when you have your root cause which becomes a known error”
Susana Schwartz quo/ng John Long (Tivoli technical strategist for IBM)
5 Australian IT Service Management & Help Desk Summit 2009
An Incident is: An unplanned interrup-on to an IT Service or reduc-on in the quality of an IT Service. Failure of a Configura-on Item that has not yet affected Service is also an Incident.
A Problem is: A cause of one or more Incidents. The cause is not usually known at the -me a Problem Record is created, and the Problem Management process is responsible for further inves-ga-on.
An Incident NEVER becomes or turns into a Problem!!!!
6 Australian IT Service Management & Help Desk Summit 2009
“Whilst most organisa/ons develop processes and procedures around Incident Management many fail to do the same for Problem Management”
“OCen this is due to a lack of clear understanding of the characteris/cs of the two ac/vi/es.”
“Incident Management is the simplest ac/vity to understand because it involves puQng structure around the response to service interrup/ons”
Victor Capella “A Framework for Incident and Problem Management”
7 Australian IT Service Management & Help Desk Summit 2009
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ITIL itself is to blame!
Quality Incident Management data
Major Incident handling is INCIDENT MANAGEMENT
Problem Management should be inves/ga/ng root cause
9 Australian IT Service Management & Help Desk Summit 2009
The “Hero Factor”
Ask the hard ques/ons
Change the reward system
Management commitment
Quick Wins
Marke/ng – sell, sell, sell!!!
10 Australian IT Service Management & Help Desk Summit 2009
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Don’t underes/mate the effort Good Incident Management
The right people " Business knowledge " Facilita/on and coordina/on " Think outside the square " Good verbal and wri_en communica/on skills
" Analy/cal and diagnos/cs skills " Problem solving techniques
CULTURE CHANGE!
12 Australian IT Service Management & Help Desk Summit 2009
Knowledge base Ownership Suppor/ng tools Business priori/es
Target preventa/ve ac/on / resources Interfaces
Suppliers
Development
13 Australian IT Service Management & Help Desk Summit 2009
Integra/on Incident Management Configura/on Management Change Management & Release Management Financial Management for IT Services Availability Management IT Service Con/nuity Management Service Level Management Development lifecycle
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Kepner Tregoe Analysis What? Where? When? How much?
Ishikawa Diagram Cause and Effect Analysis
Pareto Analysis 80/20 rule
Causal Table Why-Because Technique
Creative Problem Solving Lateral Thinking / SIMPLEX / SCAMPER etc.
16 Australian IT Service Management & Help Desk Summit 2009
Grid Analysis Used when a number of good alternatives exist and many
factors are to be taken into account
Force Field Analysis Looks at all forces for and against
a decision
Analytical Hierarchy Process (AHP) Decision making tool when both qualitative and
quantitative aspects need consideration
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Remove “red herrings”
Educa/on
Design
Tes/ng
“Super-‐user”
Delete the cover-‐ups
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Financial Problems fell by 39% Reduced mean/me to iden/fy failures by 20% Reduced mean /me to resolve by 27% Reduced mean /me to recovery by 52%
Educa/on Reduc/on in cri/cal & urgent Incidents from 22 per week to 1 over 12 months
Energy 30% reduc/on in high severity Incidents over 3 months
Outsourcer Opportunity
21 Australian IT Service Management & Help Desk Summit 2009
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Don’t implement Problem Management in the guise of Incident Management
Retain “true” Problem Management staff
Equip staff with the right tools and techniques Acknowledge the conflict of interest Ensure the experts you engage really understand the
difference!
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