How to reduce unplanned work and increase customer value
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The document discusses strategies to reduce unplanned work and enhance customer value through transparency and automation. It highlights the importance of problem management, data analytics, and improving work visibility using ITSM and lean tools. Key elements include shifting from reactive to proactive problem management and utilizing root cause analysis to prevent future incidents.
How to reduce unplanned work and increase customer value
- 1. How to Reduce Unplanned Work & Increase Customer Value with Transparency & Automation Presenters: Troy DuMoulin VP Research & Development Pink Elephant Pat Moran Solutions Sales Consultant Axios Systems
- 2. © Axios Systems PLC 2020 Slide 2 Agenda • Understanding the sources of unplanned work • Moving From Reaction To Learning • Critical Success Factors For Problem Management • Using Data Analytics To Identify, Predict and Avoid Major Incidents • How to identify and make visible unplanned work using ITSM and Lean tools
- 3. © Axios Systems PLC 2020 Slide 3 Now Planned Daily Work / Meetings Support / Rework / Surprises Planned Work Daily Work / Meetings Ideal The Tyranny of Unplanned Work
- 4. © Axios Systems PLC 2020 Slide 4 Demand Plan Build Run Application Dev. – Project Management Service Support (ITSM) Incident & Problem Mgmt. Service Orchestration – IT Service Management Sources of Unplanned Work – Cautionary Tale2
- 5. © Axios Systems PLC 2020 Slide 5 Ad-hoc Support Processes? No Feedback Loops?
- 6. © Axios Systems PLC 2020 Slide 6 ?
- 7. © Axios Systems PLC 2020 Slide 7 Antifragility / Blameless Post-Mortems The means to not only respond to and resist incidents and disruptions of all kinds, but to use them as an opportunity for learning and adaptation Resilience The means to respond to, but also resist, incidents and disruptions of all kinds Detect & Respond The means to respond to worst-case scenarios and protect critical systems from incidents and disruption From Reaction To Learning
- 8. © Axios Systems PLC 2020 Slide 8 An event is any change of state that has significance for the management of a configuration item (CI) or IT service. Does not require action at the time they are identified Informational Actions can be taken before the business experiences negative impacts. Warning Indicates a breach to an established norm Exceptions Event Management and AI Ops
- 9. © Axios Systems PLC 2020 Slide 9 Monitoring Event Management The systematic observation of CIs and services to detect conditions of potential significance Highly automated Done actively or passively Records and manages monitored changes of state defined by the organization as events Identifies significance Initiates the correct control action Understanding Monitoring and Event Management
- 10. © Axios Systems PLC 2020 Slide 10 The purpose of Problem Management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors. © Pink Elephant 2020
- 11. © Axios Systems PLC 2020 Slide 11 © Pink Elephant 2020 Incident Problem Incidents have an impact on users or business processes, and must be resolved so that normal business activity can take place. Problems are the causes of incidents. They require investigation and analysis to identify the causes, develop workarounds, and recommend longer-term resolution. Problem Management has both a reactive as well as a proactive objective. It is not enough to remove an error from occurring but to ideally prevent it from ever occurring in the first place. Incidents and Problems
- 12. © Axios Systems PLC 2020 Slide 12 Link Trends and Related Tickets for Full Loop Lifecycle Easily link tickets for efficient group management
- 13. © Axios Systems PLC 2020 Slide 13 Genuine desire to find the root cause, not to place blame Select appropriate incidents for RCA People with the right knowledge and skills Time is allotted for RCA activities Proper definition of the problem Use of formal RCA techniques Keep it simple! Measurement effectiveness Critical Success Factors For Proactive Problem Management
- 14. © Axios Systems PLC 2020 Slide 14 In God we trust. All others must Bring Data. -William Edwards Deming But is Data Enough?
- 15. © Axios Systems PLC 2020 Slide 15 ?
- 16. © Axios Systems PLC 2020 Slide 16 Easily Manage Problem Trends and Investigations
- 17. © Axios Systems PLC 2020 Slide 17 Leverage Process Driven Investigation Capabilities Root Cause Analysis allows you to identify solutions and workarounds
- 18. © Axios Systems PLC 2020 Slide 18 Problem Focused Reports & Trending
- 19. © Axios Systems PLC 2020 Slide 19 Business Prioritization Project Portfolio Funded & Prioritized Projects Smaller Enhancements & Changes Resourcing Externalize to Expand Existing Capacity Demand Capture Service Retirement Projects IT Foundational Projects Changes / Service Requests Business Projects Demand Capture - Strategic Foundational Tactical The Planned Enterprise Backlog
- 20. © Axios Systems PLC 2020 Slide 20 Team Level Demand Capture Changes / Service Requests Request / Change Backlog Prioritized Requests & Changes Resourcing Externalize to Expand Team Capacity Erode Capacity Unplanned Work Incidents & Defects Technical Debt Problems Requiring Changes Unplanned Work & The Team Backlog
- 21. © Axios Systems PLC 2020 Slide 21 Product Backlog User Story 2 User Story 3 User Story 4 User Story 5 User Story 1 Demand Capture Service Retirement Projects IT Foundational Projects Changes / Service Requests Business Projects Unplanned Work Problems Requiring Changes Unknown Sources ????? Building Visibility Into All Work Types
- 22. © Axios Systems PLC 2020 Slide 22 © Pink Elephant 2020 pinkelephant.com Backlog Selected (3) Review/Fix (3) Validate (4) Merge (3) Update Docs (3) In Progress Done In Progress Done In Progress Done In Progress Done Done UNPLANNED WORK Making Unplanned Work Visible – ScrumBan
- 23. © Axios Systems PLC 2020 Slide 23 Problem Management Kanban Board
- 24. © Axios Systems PLC 2020 Slide 24 Thank You! Contact Details: Troy DuMoulin t.dumoulin@pinkelephant.com LinkedIn: Troy DuMoulin pinkelephant.com @theitilexperts @TroyDuMoulin Pat Moran pat.moran@axiossystems.com LinkedIn: Pat Moran axiossystems.com © Axios Systems PLC 2020 / © Pink Elephant 2020
- 25. © Axios Systems PLC 2020 Slide 25 If your question didn’t get answered, please submit a question to webcasts@axiossystems.com For additional information, please visit our website @ www.axiossystems.com