Knowledge Centered Support and ITIL aligned Taxonomy (Classification) Model
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The 2010 national conference emphasizes the importance of taxonomy, which is the science of classification and naming. A good taxonomy is essential for organizing information, making it searchable and findable, and helps in various information management processes. Additionally, the document discusses the high volume of password-related calls logged during that period and highlights various programs associated with these calls.
Knowledge Centered Support and ITIL aligned Taxonomy (Classification) Model
- 2. 2010 NATIONAL CONFERENCE I want to talk to you about something that’s really boring
- 3. 2010 NATIONAL CONFERENCE But really important In fact it’s so important that just about everything you do requires
- 6. 2010 NATIONAL CONFERENCE Taxonomy is Not
- 7. 2010 NATIONAL CONFERENCE Taxonomy (from Greek taxis meaning arrangement or division and nomos meaning law) is the science of classification, naming conventions, according to a pre- determined system, with the resulting catalogue used to provide a conceptual framework for discussion, analysis, or information retrieval. In theory, the development of a good taxonomy takes into account the importance of separating elements of a group (taxon) into subgroups (taxa) that are mutually exclusive, unambiguous, and taken together, include all possibilities. In practice, a good taxonomy should be
- 8. 2010 NATIONAL CONFERENCE Oldest Profession Genesis 2:19 Out of the ground the LORD God formed every beast of the field and every bird of the air, and brought them to Adam to see what He would call them. And whatever Adam called each living creature, that was its name. 20 So Adam gave names to all cattle, to the birds of the air, and to Every beast of the field. So if God started with taxonomy, maybe we should too..
- 9. 2010 NATIONAL Can you think of anything CONFERENCE that doesn't have a: 1.Name, 2.Classification, or a 3.Label
- 11. 2010 NATIONAL CONFERENCE Naming • Naming • Arranging Arranging
- 12. 2010 NATIONAL Searchable Naming CONFERENCE • Searchable • Findable Findable
- 13. 2010 NATIONAL Matching Criterion CONFERENCE Trending & Forecasting
- 16. Michael Jackson Jason Lee Frank Zappa Moon Unit 2010 NATIONAL CONFERENCE Pilot Inspektor Diva Thin Muffin Blanket & Prince Michael II Shannyn Sossamon Gwyneth Paltrow and Chris Martin Jermaine Jackson Audio Science Apple Sylvester Stallone Penn Jillette Jermajesty Sage Moonblood Moxie Crimefighter
- 19. Why do we bother capturing information in 2010 NATIONAL CONFERENCE calls? 1. To provide information to Customers and Managers. 2. Provide evidence of work performed. 3. Obtain historical data, and provide audit history. 4. Make calls searchable and findable (Matching). 5. Impart knowledge by drawing from corporate experience. 6. Discover problematic embedded trends and unlock them. 7. Provide Information to ITSM Processes.
- 22. 2010 NATIONAL How many password resets? CONFERENCE • Program A Password Reset • Program B Password Invalid • Program C Access Denied • Program D Access Issues • Program E Account query • Program F Incorrect User ID & Password • Program G Logon • Program H Authentication Program I Reset • Program J Re-enbled • Program K Locked out
- 23. How many password resets? Program A Password Reset 2010 NATIONAL CONFERENCE Program A Module 1 Password Reset Program B Password Invalid “IF Call Details Program B Module 1 Password Reset contains Program C Access Denied ‘Reset’; ‘Logon’; Program C Module 1 Password Reset ‘Password’; Program D Access Issues Program D Module 1 Password Reset ‘Access Program E Account query Denied’; Program E Module 1 Password Reset ‘Account Program F Incorrect User ID & Password Query’; Program F Module 1 Password Reset Program G Logon ‘Authentication’; Program G Module 1 Password Reset ‘Re-enabled’ Program H Authentication
- 24. 2010 NATIONAL Answer CONFERENCE 82, 328 Password Related Calls
- 26. 2010 NATIONAL CONFERENCE Total logged 79,000
- 27. 2010 NATIONAL CONFERENCE mmmmmmmmm
- 28. 2010 NATIONAL CONFERENCE ???????????
- 29. 2010 NATIONAL CONFERENCE AARG!!! %#!#
- 31. 2010 NATIONAL SELECT * FROM Call CONFERENCE Logging Table Where Call Logging Date is Between: 01/05/2003 - 01/05/2004, and Call Status = “open” or “closed”), and
- 32. SELECT * From Call Logging Table Where Call Logging Date is Between: 01/05/2003 2010 NATIONAL CONFERENCE - 01/05/2004, and Call Status = “open” or “closed” , and (Call_logging.Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “Program K Locked out”)
- 33. SELECT * FROM Call Logging Table Where (Call Logging Year = 2008, and Call Status = “open” and “closed” , and CL_Call_logging. Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D 2010 NATIONAL CONFERENCE Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re- enbled” or “Program K Locked out”) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID & Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description is Like OR Password% or %Reset% or %Invalid % or %Access Denied% or %Access Issues% or %Account query% or %Incorrect User ID% or % Password% or %Logon% or %Authentication % or %Reset % or
- 34. SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and (CL_Call_logging. Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “Program K Locked out”) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or 2010 NATIONAL CONFERENCE Program E Account query or Program F Incorrect User ID & Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains %Password% or %Reset% or %Invalid % or %Access Denied% or %Access Issues% or %Account query% or %Incorrect User ID% or %Password% or %Logon% or %Authentication % or %Reset % or %Re-enbled % or %Locked out%) SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and ((CL_Call_logging.Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “ Program K Locked out”) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID & Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains %Password% or %Reset% or %Invalid % or %Access Denied% or %Access I ssues% or %Account query% or %Incorrect User ID% or %Password% or %Logon% or %Authentication % or %Reset % or % Re-enbled % or %Locked out%) SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and ((CL_Call_logging. Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “Program K Locked out”) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program
- 35. SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and (CL_Call_logging. Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “Program K Locked out”) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or 2010 NATIONAL CONFERENCE Program E Account query or Program F Incorrect User ID & Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains %Password% or %Reset% or %Invalid % or %Access Denied% or %Access Issues% or %Account query% or %Incorrect User ID% or %Password% or %Logon% or %Authentication % or %Reset % or %Re-enbled % or %Locked out%) SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and ((CL_Call_logging.Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “ Program K Locked out”) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID & Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains %Password% or %Reset% or %Invalid % or %Access Denied% or %Access I ssues% or %Account query% or %Incorrect User ID% or %Password% or %Logon% or %Authentication % or %Reset % or % Re-enbled % or %Locked out%) SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and ((CL_Call_logging. Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “Program K Locked out”) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account
- 36. SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and (CL_Call_logging. Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “Program K Locked out”) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or 2010 NATIONAL CONFERENCE Program E Account query or Program F Incorrect User ID & Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains %Password% or %Reset% or %Invalid % or %Access Denied% or %Access Issues% or %Account query% or %Incorrect User ID% or %Password% or %Logon% or %Authentication % or %Reset % or %Re-enbled % or %Locked out%) SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and ((CL_Call_logging.Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “ Program K Locked out”) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID & Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains %Password% or %Reset% or %Invalid % or %Access Denied% or %Access I ssues% or %Account query% or %Incorrect User ID% or %Password% or %Logon% or %Authentication % or %Reset % or % Re-enbled % or %Locked out%) SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and ((CL_Call_logging. Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “Program K Locked out”) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account
- 37. SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and (CL_Call_logging. Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “Program K Locked out”) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or 2010 NATIONAL CONFERENCE Program E Account query or Program F Incorrect User ID & Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains %Password% or %Reset% or %Invalid % or %Access Denied% or %Access Issues% or %Account query% or %Incorrect User ID% or %Password% or %Logon% or %Authentication % or %Reset % or %Re-enbled % or %Locked out%) SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and ((CL_Call_logging.Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “ Program K Locked out”) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID & Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains %Password% or %Reset% or %Invalid % or %Access Denied% or %Access I ssues% or %Account query% or %Incorrect User ID% or %Password% or %Logon% or %Authentication % or %Reset % or % Re-enbled % or %Locked out%) SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and ((CL_Call_logging. Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “Program K Locked out”) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account
- 38. SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and (CL_Call_logging. Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “Program K Locked out”) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or 2010 NATIONAL CONFERENCE Program E Account query or Program F Incorrect User ID & Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains %Password% or %Reset% or %Invalid % or %Access Denied% or %Access Issues% or %Account query% or %Incorrect User ID% or %Password% or %Logon% or %Authentication % or %Reset % or %Re-enbled % or %Locked out%) SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and ((CL_Call_logging.Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “ Program K Locked out”) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID & Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains %Password% or %Reset% or %Invalid % or %Access Denied% or %Access I ssues% or %Account query% or %Incorrect User ID% or %Password% or %Logon% or %Authentication % or %Reset % or % Re-enbled % or %Locked out%) SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and ((CL_Call_logging. Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “Program K Locked out”) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account
- 39. SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and (CL_Call_logging. Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Huh? Re-enbled” or “Program K Locked out”) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or 2010 NATIONAL CONFERENCE Program E Account query or Program F Incorrect User ID & Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains %Password% or %Reset% or %Invalid % or %Access Denied% or %Access Issues% or %Account query% or %Incorrect User ID% or %Password% or %Logon% or %Authentication % or %Reset % or %Re-enbled % or %Locked out%) SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and ((CL_Call_logging.Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “ Program K Locked out”) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID & Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains %Password% or %Reset% or %Invalid % or %Access Denied% or %Access I ssues% or %Account query% or %Incorrect User ID% or %Password% or %Logon% or %Authentication % or %Reset % or % Re-enbled % or %Locked out%) SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and ((CL_Call_logging. Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “Program K Locked out”) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account
- 40. SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and (CL_Call_logging. Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Huh? Re-enbled” or “Program K Locked out”) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or 2010 NATIONAL CONFERENCE Program E Account query or Program F Incorrect User ID & Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains %Password% or %Reset% or %Invalid % or %Access Denied% or %Access Issues% or %Account query% or %Incorrect User ID% or %Password% or %Logon% or %Authentication % or %Reset % or %Re-enbled % or %Locked out%) SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and ((CL_Call_logging.Call_Type = “Program What’s that A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or Sceptic? “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “ Program K Locked out”) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID & Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains %Password% or %Reset% or %Invalid % or %Access Denied% or %Access I ssues% or %Account query% or %Incorrect User ID% or %Password% or %Logon% or %Authentication % or %Reset % or % Re-enbled % or %Locked out%) SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and ((CL_Call_logging. Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “Program K Locked out”) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account
- 41. SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and (CL_Call_logging. Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “Program K Locked out”) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or 2010 NATIONAL CONFERENCE Program E Account query or Program F Incorrect User ID & Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains %Password% or %Reset% or %Invalid % or %Access Denied% or %Access Issues% or %Account query% or %Incorrect User ID% or %Password% or %Logon% or %Authentication % or %Reset % or %Re-enbled % or %Locked out%) SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and ((CL_Call_logging.Call_Type = “Program What’s that A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or Sceptic? “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “ Program K Locked out”) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID & Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains %Password% or %Reset% or %Invalid % or %Access Denied% or %Access I ssues% or %Account query% or %Incorrect User ID% or %Password% or %Logon% or %Authentication % or %Reset % or % Re-enbled % or %Locked out%) SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and ((CL_Call_logging. Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “Program K Locked out”) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account
- 42. SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and (CL_Call_logging. Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “Program Kto You want Locked out”) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or 2010 NATIONAL CONFERENCE know where Program E Account query or Program F Incorrect User ID & Password or Program G Logon or I got the Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains %Password% or %Reset% or %Invalid % or %Access figures Denied% or %Access Issues% or %Account query% or %Incorrect User ID% or %Password% or from? %Logon% or %Authentication % or %Reset % or %Re-enbled % or %Locked out%) SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and ((CL_Call_logging.Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “ Program K Locked out”) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID & Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains %Password% or %Reset% or %Invalid % or %Access Denied% or %Access I ssues% or %Account query% or %Incorrect User ID% or %Password% or %Logon% or %Authentication % or %Reset % or % Re-enbled % or %Locked out%) SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and ((CL_Call_logging. Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “Program K Locked out”) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account
- 43. SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and (CL_Call_logging. Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “Program Kto You want Locked out”) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or 2010 NATIONAL CONFERENCE know where Program E Account query or Program F Incorrect User ID & Password or Program G Logon or I got the Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains %Password% or %Reset% or %Invalid % or %Access figures Denied% or %Access Issues% or %Account query% or %Incorrect User ID% or %Password% or from? %Logon% or %Authentication % or %Reset % or %Re-enbled % or %Locked out%) SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and ((CL_Call_logging.Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “ Program K Locked out”) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID & Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains %Password% or %Reset% or %Invalid % or %Access Denied% or %Access I ssues% or %Account query% or %Incorrect User ID% or %Password% or %Logon% or %Authentication % or %Reset % or % Re-enbled % or %Locked out%) SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and ((CL_Call_logging. Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “Program K Locked out”) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account
- 44. SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and (CL_Call_logging. Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “Program K Locked out”) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or 2010 NATIONAL CONFERENCE Program E Account query or Program F Incorrect User ID & Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains %Password% or %Reset% or %Invalid % or %Access Denied% or Well how %Access Issues% or %Account query% or %Incorrect User ID% or %Password% or %Logon% about this! % or %Reset % or %Re-enbled % or %Locked out%) SELECT IF ((Call or %Authentication Logging Year = 2008, and Call Status = “open” or “closed” , and ((CL_Call_logging.Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “ Program K Locked out”) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID & Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains %Password% or %Reset% or %Invalid % or %Access Denied% or %Access I ssues% or %Account query% or %Incorrect User ID% or %Password% or %Logon% or %Authentication % or %Reset % or % Re-enbled % or %Locked out%) SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and ((CL_Call_logging. Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “Program K Locked out”) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account
- 45. SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and (CL_Call_logging. Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “Program K Locked out”) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or 2010 NATIONAL CONFERENCE Program E Account query or Program F Incorrect User ID & Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains %Password% or %Reset% or %Invalid % or %Access Denied% or Well how KPOW! %Access Issues% or %Account query% or %Incorrect User ID% or %Password% or %Logon% about this! % or %Reset % or %Re-enbled % or %Locked out%) SELECT IF ((Call or %Authentication Logging Year = 2008, and Call Status = “open” or “closed” , and ((CL_Call_logging.Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “ Program K Locked out”) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID & Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains %Password% or %Reset% or %Invalid % or %Access Denied% or %Access I ssues% or %Account query% or %Incorrect User ID% or %Password% or %Logon% or %Authentication % or %Reset % or % Re-enbled % or %Locked out%) SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and ((CL_Call_logging. Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “Program K Locked out”) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account
- 46. SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and (CL_Call_logging. Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “Program K Locked out”) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or 2010 NATIONAL CONFERENCE Program E Account query or Program F Incorrect User ID & Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains %Password% or %Reset% or %Invalid % or %Access KPOW! Denied% or %Access Issues% or %Account query% or %Incorrect User ID% or %Password% or %Logon% or %Authentication % or %Reset % or %Re-enbled % or %Locked out%) SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and ((CL_Call_logging.Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “ Program K Locked out”) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B And this! Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID & Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains %Password% or %Reset% or %Invalid % or %Access Denied% or %Access I ssues% or %Account query% or %Incorrect User ID% or %Password% or %Logon% or %Authentication % or %Reset % or % Re-enbled % or %Locked out%) SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and ((CL_Call_logging. Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “Program K Locked out”) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account
- 47. SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and (CL_Call_logging. Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “Program K Locked out”) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or 2010 NATIONAL CONFERENCE Program E Account query or Program F Incorrect User ID & Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains %Password% or %Reset% or %Invalid % or %Access KPOW! Denied% or %Access Issues% or %Account query% or %Incorrect User ID% or %Password% or %Logon% or %Authentication % or %Reset % or %Re-enbled % or %Locked out%) SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and ((CL_Call_logging.Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “ Program K Locked out”) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B And this! Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID & Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains %Password% or %Reset% or %Invalid % or %Access KPOW! Denied% or %Access I ssues% or %Account query% or %Incorrect User ID% or %Password% or %Logon% or %Authentication % or %Reset % or % Re-enbled % or %Locked out%) SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and ((CL_Call_logging. Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “Program K Locked out”) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account
- 48. SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and (CL_Call_logging. Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “Program K Locked out”) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or 2010 NATIONAL CONFERENCE Program E Account query or Program F Incorrect User ID & Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR KBAM! (CL_Call_Logging_Call_Description Contains %Password% or %Reset% or %Invalid % or %Access Denied% or %Access Issues% or %Account query% or %Incorrect User ID% or %Password% or %Logon% or %Authentication % or %Reset % or %Re-enbled % or %Locked out%) SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and ((CL_Call_logging.Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “ Program K Locked out”) OR (CL_Call_Logging_Call_SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access Issues or Program E Account query or Program F Incorrect User ID & Password or Program G Logon or Program H Authentication or Program I Reset or Program J Re-enbled or Program K Locked out OR (CL_Call_Logging_Call_Description Contains %Password% or %Reset% or %Invalid % or %Access KPOW! Denied% or %Access I ssues% or %Account query% or %Incorrect User ID% or %Password% or %Logon% or %Authentication % or %Reset % or % Re-enbled % or %Locked out%) SELECT IF ((Call Logging Year = 2008, and Call Status = “open” or “closed” , and ((CL_Call_logging. Call_Type = “Program A Password Reset” or “Program B Password Invalid” or “Program C Access Denied” or “Program D Access Issues” or “Program E Account query” or “Program F Incorrect User ID & Password” or “Program G Logon” or “Program H Authentication” or “Program I Reset” or “Program J Re-enbled” or “Program K Locked out”) OR (CL_Call_Logging_Call_ SubType = Program A Password Reset or Program B Password Invalid or Program C Access Denied or Program D Access I ssues or Program E Account
- 49. 2010 NATIONAL CONFERENCE KBAM! KPOW! KCHA!
- 50. test BIFF! 2010 NATIONAL CONFERENCE KBAM! KCHA! KPOW!
- 53. 2010 NATIONAL CONFERENCE 2,623,878.3 .3
- 54. 2010 NATIONAL CONFERENCE 42
- 61. 2010 NATIONAL Formalised Taxonomy Model CONFERENCE • Purposeful Design • Clear & Concise • Hierarchical • Intuitive • Scalable
- 64. •Coaching & Awareness for Taxonomy & 2010 NATIONAL CONFERENCE Reporting •Suite of Best Practice Reports •Trending Reports •Highlight Benefits & Opportunities •Create an Appetite •Taxonomy forms basis for benchmarking & Scorecard
- 66. Requirements 1. Segmented 2010 NATIONAL CONFERENCE 2. Rationalised Objective Answer Questions by 4. 3. Modular Ordered having a taxonomy 5. Scalable that is 6. Intuitive Intuitive, predictable, 7. Quick helpful 8. Aligned resilient, reliable, and 9. Formalised
- 67. 2010 NATIONAL Find Similarities CONFERENCE Similar But Different
- 69. 2010 NATIONAL Google Your Own Name CONFERENCE Canadian journalist, film director. Also the Creator and CEO of “The Real News Network “
- 70. 2010 NATIONAL CONFERENCE Graphics Designer Ohio USA Paul-Jay Assoc Graphic Designs 3057 Union St Bellaire, Ohio 43906 United States
- 71. 2010 NATIONAL CONFERENCE A Missing Person Since Nov 2004 Paul Jay, South Hobart. was reported missing on 5/11/04. Paul would appear to have left his unit at South Hobart without any of his property. It is possible he went for a walk in the South Hobart/Knocklofty area
- 72. 2010 NATIONAL CONFERENCE English Professor Present Position: Professor of English, Loyola University Chicago Address: Department of English Loyola University of Chicago 6525 N. Sheridan Rd., Chicago IL 60626
- 73. 2010 NATIONAL CONFERENCE Find Similarities
- 74. 2010 NATIONAL CONFERENCE Segment based on Differences
- 75. 2010 NATIONAL CONFERENCE Modules Rationalise by Removing Duplicates
- 76. 2010 NATIONAL CONFERENCE Reds Pinks Blues Greens Yellows Order Hierarchically
- 80. Cust Reaso Org n 2010 NATIONAL CONFERENCE Service Loc Question CI IPK Log Source Type Quer y
- 81. Cust Reaso Org n 2010 NATIONAL CONFERENCE Service Loc Question CI IPK Log Source Type Query
- 82. Cust Reaso Org n 2010 NATIONAL CONFERENCE Service Loc Question CI IPK Log Source Type Query
- 83. Query Record Type Service Level Cust Reaso Billing | Charging n Org ACCESS Access Management 2010 NATIONAL CONFERENCE Booking | Scheduling Incident INC Breach Request for Information RFI Content | Data Request Fulfilment SRM Documentation | Templates | Forms Service Loc Enquiry | Suggestion | Feedback Functional Install | Uninstall | Upgrade Logon | Access “Worddo I block “How keeps on “I’ve forgotten my Question Move | Add | Change Performance SPAM in Outlook” freezing” password” CI IPK Policy | Process | Procedures Reporting Procure | Loan | Evaluate Common queries shared across Review | Audit | Test System Message | Error Message most supported services. Log Source Type Query 335 to 16 “Watz Up”
- 84. Cust Reason Org 2010 NATIONAL CONFERENCE Service Loc Question CI IPK Log Source Type Query
- 85. Cust Reason Org 2010 NATIONAL CONFERENCE Service Loc Question CI IPK Log Source Type Query
- 86. Cust Reason Org 2010 NATIONAL CONFERENCE Service Loc Question / Symptom CI IPK Log Source Type Query
- 87. Cust Reason Org 2010 NATIONAL CONFERENCE Service Can’t Loc access Question / Symptom the CI Record IPK System Type Log Source Type Query
- 88. Cust Reason Org 2010 NATIONAL CONFERENCE Service Loc Question / Symptom Record CI Type Log Source Type Query
- 89. Cust Reason Org 2010 NATIONAL CONFERENCE Service Loc Question / Symptom Record CI Type Log Source Type Query
- 90. Cust Reason Org 2010 NATIONAL CONFERENCE Service Loc How many email requests do we receive? Record CI Type Log Source Type Query
- 91. Cust Reason Org 2010 NATIONAL CONFERENCE Service Loc How much ‘Break Fix’ support do we provide Record Record CI Type Type Log Source Type Query
- 92. Cust Reason Org 2010 NATIONAL CONFERENCE Service How many Loc calls did we receive that were related to outages Record CI Type Log Source Type Query
- 93. Cust Reason Org 2010 NATIONAL CONFERENCE Service How many Loc calls are we getting that are related to CI Project XYZ? Record Type Log Source Type Query
- 94. Cust Reason Org 2010 NATIONAL CONFERENCE Service How many Loc people are complaining that the latest ACER SOE is CI Record slow? Type Log Source Type Query
- 95. Cust Reason Org 2010 NATIONAL CONFERENCE Who What ? Depts Training How Much Service ? Loc Request Functional What ? Support are Sites we providing ? for Record CI GroupWise? Type Log Source Type Query
- 96. Cust Reason Org 2010 NATIONAL CONFERENCE Service Loc Question Record CI Type Log Source Type Query
- 97. Cust Reason Org 2010 NATIONAL CONFERENCE Service Loc Question Record CI Type Log Source Type Query
- 98. Cust Reason Org 2010 NATIONAL CONFERENCE Service Loc Record CI Type Log Source Type Query
- 99. Cust Reason Org 2010 NATIONAL CONFERENCE Service Loc Record CI Type Log Source Type Query
- 100. Cust Reason Org Created Service Loc Rated Linked 2010 NATIONAL Customer CONFERENCE Related Question Record Publish Reuse CI Type Knowledge Management Log Source Retired Flag Type Query Call Call State Call Profile Edit FCB Status Ref Review Resp SLA Priority Activity Support Res OLA Organisation SLM Question Esc Current Questions Status Group Agree Bounce ment Closed SLA CI Close Breach UC Type Esc
- 101. 2010 NATIONAL Steering the Resolution Process CONFERENCE Question Based Taxonomy Model
- 103. Who’s got the problem? Who’s making the Who do they request? 2010 NATIONAL work for? CONFERENCE Where are they located? What are they using, and what Part? How Quick How Many What’s Up? What's Happening? What do you know? Where did the call What did you find? come from? What did you try? Who needs to know? What was the What made it happen? What Did You Do? When did you do it? Asset/CI? What did they Need? Why they needed it?
- 104. 1. Raise 2. Log 3. Save 2010 NATIONAL CONFERENCE 4. Retrieve 5. Update New System: 6. Resolve = 29 Clicks 7. Close Old System = 33 Clicks 4 Click reduction
- 115. 9. Formalised cl • Documented Standards 2010 NATIONAL CONFERENCE • Agreed • Published • Process Ownership (Authority) • Change Management • KPIs & Metrics • Audit & Review
- 116. Benfits 2010 NATIONAL CONFERENCE Improved Quality of Call Logging • Incident Management 4 • Problem Management • Service Level Management • Service Reporting 2 • Searching & Sorting 0 Cost Satisfaction
- 123. Information Heavyweights Who rely on 2010 NATIONAL CONFERENCE information to make informed decision Key Stakeholders • Customers • Business • Support Org
- 131. Value 97% Quality 2010 NATIONAL CONFERENCE 98% Volume 96 % Usage% 97 Compliance % 97%
- 134. 2010 NATIONAL CONFERENCE ®
- 135. 2010 NATIONAL CONFERENCE ®
- 137. 2010 NATIONAL CONFERENCE ®
Editor's Notes
- #2: My Name is Paul JayI’ve been working in IT Service Management for 10 YearsMost of this time was spent at AMP, and have recently Joined the NSW Department of Commerce , and are currently working at News LTD
- #7: Nor is it an Italian man complaining about paying too much tax. <Click>[Time: Section: 00:05, Running: 00:40]
- #9: ….. oldest known profession known to man. <Click: Scripture Verse> The Genesis account records that it was the 1st job ever given to man.<Click: Underline><Click: Statement> So If God Started with Taxonomy, Maybe we should too<Click: Next Slide>[Time: Section: 00:20, Running: 02:10]
- #11: … <Automated: Bricks & Cornerstone> taxonomy is the cornerstone that all communication is built from.[Time: Section: 00:05, Running: 02:40].
- #12: Taxonomy is the art naming and Arranging<Click>[Time: Section: 00:05, Running: 02:45]
- #13: To make information Searchable and Findable.:Searchable - KnowingWhat Syntax should be used when searching.And Findable - being able to locate your information with the search results.<Click>[Time: Section: 00:25, Running: 03:10]
- #14: And is the key catalyst for Matching Criterion, as well as trending and forecasting.<Click>[Time: Section: 00:05, Running: 03:15]
- #15: Yeah it’s all that, and very interesting, but what’s the big deal, why all of the effort?<Click>[Time: Section: 00:10, Running: 03:25]
- #20: …Why do we even bother capturing information in the first place? Some don’t, one of the places I’ve spent time in only recorded 55%.Well here are some of the reasons recorded. To provide information to Customers and Managers. Provide evidence of work performed. Obtain historical data, and provide audit history. Make calls searchable and findable (Matching). Impart knowledge by drawing from corporate experience. Discover problematic embedded trends to unlock and remove them. Provide Information to other ITSM Processes.Most of us would agree, and could add more reasons,<CLICK> but this is easier said than done.As soon as you start to capture information your faced with four major hurdles and they are <CLICK>[Time: Section: 01:30, Running: 07:10]
- #21: Consistency and Quality of captured data.Compliance and Adherence to call logging policy and procedures.It’s an epidemic I used to drive our Problem Manager crazy…..<CLICK>[Time: Section: 00:20, Running: 07:30]
- #22: Because “People don’t log calls properly”I remember it driving him to the brink, after he left, I was going through the open problem records, and the oldest remaining open problem record was ‘Support are not logging and classifying call records correctly’.Can anyone share his frustration?I can, let me give you an example <CLICK>[Time: Section: 00:35, Running: 08:05]
- #23: In 2004 I was approached by a large Project area who had a some money that they needed to spent quickly before the end of Financial Year.The said they were interested in creating a centralised online password reset facility for the many systems used by their Customers.They said how many password reset requests did you get last year?Normally a question like this should be pretty simple to ask, but no that was not the case. This is because there were multiple ways to classify such a request.The Taxonomy Structure was setup like this: <Forward Slide>Each application had its own classification for password resets, or access management issues. Over 10 different ways to classify password reset issues.Is anyone familiar with this classification structure.[Time: Section: 01:25, Running: 09:30]
- #24: Not only were they under the Main Call Type, But they were also buried in the Sub Types or CategoriesIn addition to this, the Service Desk informed me that some applications didn’t have any options to log passwords, so they just typed it somewhere in the body of the call ticket. <Click>[Time: Section: 00:35, Running: 10:05]
- #25: So after some considerable effort, feeling quite impressed with myself.The next morning at the Project Meeting I said, The <Click> answer to your question is; <Click> 82,238 password related calls handled last year by the Service desk.There were nods and smiles all round. The money’s as good as in the bank.Until…. The resident Sceptic pipes up and says <Click>[Time: Section: 00:35, Running: 10:40]
- #26: “I’ve got a question” . <Pause, Change Tone>Man there’s one in every company isn’t there? And they can always find a way into your meeting…<Pause>He says “How did you get that figure?”I grimaced, and thought to myself ‘How dare he question the data. Does he have any Idea of the effort required to come up with this figure?So standing up and acknowledging the rest of my colleges, with a slight nod and rye smile. So I proceeded explain and unveil the depth of my querying skills; made an extra effort make it sound harder than it really was, in an attempt to frighten off any more scepticism.I specifically careful to throw in a few terms that even I didn’t understand to try to really drive home the point.On conclusion, and to toshame him out of scepticism. I asked Him “can you see any floors in my approach and calculations?”“Yes I can” he replied. “How” I asked.[Time: Section: 01:30, Running: 12:10]
- #27: because we only took 79,000 calls last year in Total[Time: Section: 00:10, Running: 12:20]
- #28: Mmmmmmm[Time: Section: 00:02, Running: 12:22]
- #29: How did that happen[Time: Section: 00:03, Running: 12:25]
- #30: How embarrassing!Walking out of the meeting, feeling deflated, BUT NOT DEFEATED, I said my self. “There’s no way that sceptics gonna make a fool out me again”.[Time: Section: 00:20, Running: 12:45]
- #31: It’s time to pull out the big guns, <Raise Tone> Its Time to unleash…. the “Select Statement”[Time: Section: 00:15, Running: 13:00]
- #32: Yes, that’s right ladies and gentlemen, were gonna select all calls where logged within the previous yearBoth open and closed status.[Time: Section: 00:15, Running: 13:15]
- #33: And we will also include each the call type that reference password resets[Time: Section: 00:10, Running: 13:25]
- #34: And we’ll do the same for call Subtypes, [Time: Section: 00:05, Running: 13:30]
- #35: And just to be sure, We’ll grab the call description, and closure description. And when you’ve got an SQL query big enough to intimidate any 15 year old developer primed to the eyeballs on redbullAll you need to do is…[Time: Section: 00:20, Running: 13:50]
- #36: Run this baby and set it freeYeah, Oh ah ahah ah….
- #37: Oh Yeah! Come to daddy baby!Huh! What’s that Sceptic?How did get those figures Huh!You want a piece of me scepticWell how about you have a piece of this (ha!) and that (ha!)What me now <Rappid Fire punches, Big hook>What’s that sceptic, no more questions?“I am the Greatest” , “I am the Greatest!”
- #38: Yeah , alright
- #39: You want a piece of me sceptic <fake boxing>
- #40: Wegonna get it on, cause we don’t get along
- #41: We gonna dance sceptic
- #42: Watch me now
- #43: Whoah!!
- #44: I’m Bad
- #45: <
- #51: Rapping and Moon Dancing
- #52: Moon Dancing
- #53: Elevator MusicIt only 2 took 2 days to restore service, which I think is pretty good for an SQL query that size.Never the less I got my result.[Time: Section: 01:05, Running: 14:35]
- #54: 2, 623,878point 3.<bend over, hands pulling out hair>What am I gonna do? I can’t go in with this information, I’ll look like an even bigger fool!<Pause and composure>There comes a time of desperation.Cometh the hour, cometh the man.A time, When a man has do what’s got doAnd draw from the wisdom of the agesReliable Sources, Tried and Tested.I walked into that meeting and “the Answer to your question” is: <Click>[Time: Section: 01:05, Running: 15:40]
- #55: So the next day I walked into the meeting and said “The answer to your question is….42! The scepectic shouts out “where did you get that figure?”I said “Hitchhikers guide to the galaxy”The Answer to Ultimate Question of Life and the universe is 42.How many here have used the Hichhikers’ Guide Methodology to estimate figures? <Lick Fingers and point into the air”>Who here didn’t even know you could use Hitchhikers guide to the gallaxy to estimate your figures.\\?Who here’s seriously thinking about about using it in the future.Come on, be honest, Most of us are like the rest of us![Time: Section: 00:50, Running: 15:25]
- #56: It’s crazy ! Were supposed to be IT<Click> Information TechnologyBut we seem to be is Information <Click> About TechnologyWe know how to get information <Click>[Time: Section: 00:20, Running: 15:55]
- #57: IN to our systems, But we have no idea of how and why <Click>[Time: Section: 00:10, Running: 16:05]
- #58: we need to get it outSo in stead of I.T. we become on big …<Click>[Time: Section: 00:10, Running: 16:15]
- #59: So we become one big IGBInformation Garbage Bin.So many systems full of SO much information , share drives and document repositories and the like.That can’t even answer a single question.No body dares clean it up because know body knows what its doing there![Time: Section: 00:30, Running: 16:45]
- #60: We need to get serious about structuring and managing data.If you don’t want to get serious, I recommend that you Grab yourself a copy of Hitch Hikers guide to the galaxy.[Time: Section: 00:20, Running: 17:05]
- #61: They’re going real cheap on Amazon.com at the moment at only $3.99[Time: Section: 00:05, Running: 17:10]
- #62: and the Key to unlocking this mess, is a formalised taxonomy model.One that has purposeful designClear & ConciseHierarchicalIntuitive And scalable.<Click>[Time: Section: 00:20, Running: 17:30]
- #63: Before start on your taxonomy model. You need to know the questions that will be asked of your Data, and how to present that data in a way that is meaningful to each stakeholder group.Stakeholders being Customers, Users, Management, Business Owners and Support Teams.This doesn’t happen by just walking up to each of them and asking them what they want. (and I’ll explain this is so shortly)Because most of the time they don’t know what they want.But the good news is that someone has already drawn the <Click>.[Time: Section: 00:40, Running: 18:10]
- #64: …..line in the sand.Benchmarks have been created using Industry Best practice Frameworks like ITIL, ISO20K and KCS (Knowledge Centred Support).You don’t have to try to invent the wheel, there are many others that have been down this road before, and they’ve already answered the questions have all been asked before, some of these are much bigger companies than yours, and in more complex environments. These Best Practice Frameworks will highlight the CSF, KPI and Metrics require, and will also provided a number of sample reports.These will help influence your taxomomy model, your Service Management Toolset Design, and reports.And provide evidence to strengthen you business case, Justify your decisions, and demonstrate benefits.<Click>[Time: Section: 01:15, Running: 19:25]
- #65: ..As I mentioned before often managers and team leaders wont know what they need.It’s up to you to coach them on best practice metrics and confirm where to focus on first. And focus on METRICS THAT MATTER.Normally once the culture gets an appetite for metrics, monitoring tracking and reporting they will pull for more information.Rather have a best practice suite of reports with a training course on how and when to use them.This approach makes external benchmarking achievable. [Time: Section: 01:00, Running: 20:25]
- #66: When implementing a new taxonomy model, it starts off nice and clean/But it doesn’t take long, as managers ask for information, new projects, <CLICK> problems with vendors, complaints and reports little by little over the years your beautiful taxonomy model ends up a complete birds nest. No good for anything.<Click>[Time: Section: 00:35, Running: 21:00]
- #67: So how do you avoid this from happening?You need to have an objective:Answer Questions by having a taxonomy that is Intuitive, predictable, helpfulresilient, reliable, and governed.Requirements: e the data you want to capture (Less is More)SegmentRationaliseModulariseOrder/HierarchicalScalableIntuitive (Logical and Easy to use)Quick (It cant slow down the process, must work at the speed of conversation)Aligned with Best Practice Service Management ProcessesFormalised (Documented, agreed, and published)Lets look at Segmentation: <Click>[Time: Section: 01:05, Running: 22:05]
- #73: I’m English Professor in Chicago.I flicked this guy an email asking if I could use his resume, no response..?The Similarity is My NameThe Difference is the BrainsBut when it comes to Brain’s I’m more like the Missing PersonBut when I comes to looks, Baby I’m in a league of my own.[Time: Section: 00:40, Running: 25:15]
- #74: So we look at our data to find similarities and differences.[Time: Section: 00:05, Running: 25:20]
- #75: We the segment based on the differences.[Time: Section: 00:05, Running: 25:25]
- #76: We then rationalise by removing duplicates (This means we don’t save the same options in multiple tiers)This means Similar Terms must be rationalisedSystem Names need to be agreed on for example One Customer Groups calls an application MOSS the other one calls MIS MOSS. Or SAP vs ERP.After removing duplicates, you now have Modules.<CLICK>[Time: Section: 00:30, Running: 26:00]
- #77: Then we need to order these modules hirachiacally.These have been ordered in colours, but they can be ordered differently;By bright Colours, or Primary, Secondary, or Tertiary.What ever you order you decide to implement, it needs to be scalable.[Time: Section: 00:25, Running: 26:25]
- #78: It took 6 years to finally come up with a Scalable Taxonomy Model, after a number of attempts we felt it was just too hard.At One Large Financial Company we rolled out to 108 escalation groups using the same taxonomy model.We saw an Identical Trend in a large Government department that over 60 Escalation groups Scalable – works for small and large areas.[Time: Section: 01:25, Running: 27:50]
- #79: Next the taxonomy must be intuitive, easy to understand and use.I’ll take you through the model that was implemented.Let me introduce you to the Query & Reason customer Experience taxonomy model.<Click>[Time: Section: 01:35, Running: 28:25]
- #84: With KCS requirement to capture in the context of the customer. We started find while analysis the data that there many consistent queries being raised by customers.We realized that we could segment and merge similar queries into a rationalized list.A query is defined as <CLICK> ‘a common query shared across most supported Services’The Query is extrapolated by asking this probing question “Wazz Up”.Here’s an example of the common queries that we’ve discovered for the common Service Desks. These Queries have been tested in two large organizations spanning over 160 escalation groups, covering IT Support, Mainframe, infrastructure, customers service and project office. By all means this not a definitive list but covers most queries for a standard Service Desk, and some queries are more pertinent than others depending on the nature of work performed by the specific team. The last organization were we rolled this out we reduced 335 queries to 16. The objective is ‘LESS IS MORE’One benefit that we stumbled across was that we found that the query related directly to the <CLICK> Record Type being raised, Access Management, Incident, RFI, Request Fulfillment, which we automated, which in turn automated the <CLICK> Service Level Agreement applied. We used to have lists at the desk of the Service Desk Agents, but they would never log them correctly, so we achieved great efficiencies by automating this.2:15So lets use some examples on how the query works, we receive a question or symptom from a customer.[STEP THROUGH SCENARIOS.[Time: Section: 03:00, Running: 31:25]
- #86: Then likewise there were consistent reasons why customers had those query.The Reason can be defined as ‘The reason for the query’The query is Watz Up, and Reason is ‘What it Iz’ (Could be liked to the route cause, but not totally in essence). the reason the customer had that query was because they need.. Or because of a.The reason and Query can be likened to Generic buckets which help filter base the other attributes they are linked to. Here is an example of a rationalized list of reasons that cater for a large amount of queries. By all means not a definitive list, but common.The last place we implemented we rationalized 225 possible reasons to a to 27.Lets look at the Question/Symptom.[Time: Section: 01:30, Running: 32:55]
- #88: The question and System relates to watz happening.It’s the exact error message or short description of the Symptom or Question.One liner, sufficient for a knowledge article title.The Query is classified in relation to the customer experienceThe Reason is classified in relation to the Support Experience.This is very similar to when a patient walks into a doctors surgery with a head ache, only to find that the headache was caused by a pinched nerve in the back.The customer query was a headache, where the Doctors experience was the back issue. If the doctor walked out and said “all people with a back issue please come in to see me”, the patient would not have responded.By capturing the query and the symptom we can map to one or more possible reasons.Linking knowledge article titles to call record, helps contributes to the answer questions asked by various stakeholder groups.For example if the customer indicates that they cant access the system, the query would be logon/Access, The Record type would automate to Access Management, the reason could be one of a number of reasons.[Time: Section: 01:30, Running: 34:25]
- #89: automated
- #90: This relational model represents the taxonomy model designed to capture information that relates to the customer experience.The Segmented Modules on the outer ring, can be combined to answer any question raised by Management regarding the customer experience. For example:[Time: Section: 00:30, Running: 34:55]
- #98: Once you’ve defined the taxonomy modules you then <click>[Time: Section: 01:30, Running: 35:30]
- #100: Build your call logging interface specifically around capturing these modules.The coloured circles represent modules relating the customer experience,But the black stars represent iataxomony model pertinent to the Support experience, attributes like current assignment group, urgency, impact, service level metrics and dates.[Time: Section: 01:30, Running: 36:00]
- #101: So we have the customer experience, <Click>and we have the Support experience, that interlocks into the customer experience. In fact there is a taxonomy <CLICK> model for each process or experience. In the example we have one for Knowledge, and SLM, but there’s a configuration managementEach Taxonomy Models must not contain duplicate modules, any they must be assigned to specific experience. When you accomplish this, <CLICK> all of the experiences and their modules will work together to provide consistent and trustworthy information, search results which in <CLICK> high quality, predictable and trustworthy reports.[Time: Section: 00:50, Running: 36:50]
- #102: By using this model we found that you can actually steer the resolution process simply by asking questions.Let me explain a little further….<CLICK>[Time: Section: 00:10, Running: 37:00]
- #103: This is call logging screen,These fields are classified in light of the Customer Experience.These are classified in light of the Support Experience.[Time: Section: 00:15, Running: 37:15]
- #104: Understanding the challenge of consistency, quality, compliance and adherence. The Manager of the Support Desk said “Paul I want my staff to ask One Question of each field” and the field options should answer those questions.So we focused on training the Support analysts the questions you should ask when entering details in each field.When we implemented this the quality and consistency of call logging sky rocketed.When you take individuals through each questions its not uncommon to have people say……<CLICK>[Time: Section: 00:55, Running: 38:10]
- #105: That’s a lot of info just to log a call!, surely that will slow down the call logging process!Holding the he motto that any new enhancement should be at least the same or better the current situation.I answered this statement by asking a question.That is how many steps does it take to make a cup of coffee.Well, obviously I’ve too much time on my hand, but the answer is > 50 steps.But do this with out even thinking, it only looks like a lot of effort, because breaking it down to individual steps.So a technique used help people who may be overwhelmed and resistant is to do a ‘like for like click count comparison’Where you count the clicks required to raise log save retrieve update resolve and close call records in both systems.And compare the two.This information helps remove any potential resistance.[Time: Section: 01:35 Running: 39:45]
- #106: Next we need to ensure that our taxonomy model is allingned to best practice frameworks that have or will be implemented into the organisatin.[Time: Section: 00:15 Running: 40:00]
- #107: Taxonomy MUST be aligned with Service Management Terminology.As mentioned before, We used KCS, ITIL, ISO 20K to help us understand what questions should be answered from each of the Customers and Stakeholders point of view.But this is a commitment from the ground up that our terminology align with Best Practice. All staff should be trained in the Fundamentals of ITIL and KCS. The Terminology used in these frameworks is the terminology we adopt.Let me give you an example[Time: Section: 00:40 Running: 40:40]
- #108: So lets have a look where Taxonomy fits in to the ITIL Processes.Taxonomy if referenced in each stage of the lifecycle.[Time: Section: 00:10 Running: 42:00]
- #109: In the Strategy phase, it is referenced in the section pertianing to stregic information. Reference to Value: Utility & Warranty.The strategy questions that need to be answered using the taxonomy is:What do we want to do, and how do we know we’ve done it.[Time: Section: 00:30 Running: 42:30]
- #110: In the Design phase there is a chapter on Data & Information Management.I particularly like that way if references ‘Data as an Asset’.The Design Questions are:What do we need to know,Where do we get itHow do we capture, structure and retrieve it?[Time: Section: 00:25 Running: 42:55]
- #111: Transition phase reference taxonomy in terms of Classification standards for Configuraiton, Change, Release and Knowledge Management.The transition phase questions are:Do we know what we are doing & where things are? Can we answer questions?[Time: Section: 00:30 Running: 43:25]
- #112: In a similar manger Operations references taxonomy in terms of classifications standards for Events, Incidents, Request Fulfilment, Access & Problem Management.Operational phase Questions are:Can we successfully Log, classify, capture, store, retrieve, review, escalate, resolve, close records.[Time: Section: 00:25 Running: 44:20]
- #113: CSI Phase has a large dependency on the taxonomy model. Release on it for Service Reporting, Measurement, Benefits Realisation, Benchmarking, Process Improvement.The CSI phase questions are:Is our information, Structured, Stored, Scalable, Predictable, Consistent, Reliable, Sustainable, Trustworthy, Relevant, Acknowledged, Agreed, Distributed, Consumed, Meaningful & Helpful?[Time: Section: 00:35 Running: 45:00]
- #114: So we reviewed the ITIL Lifecycle. Lets now have a look at <CLICK>.[Time: Section: 00:05 Running: 45:05]
- #115: KCS.Taxonomy is critical for Key 2 activities. Structure for reuse in the Solve loop.And in the Evolve loop referenced in Content Vitality| Content Standards.[Time: Section: 00:20 Running: 45:25]
- #116: Next we need to ensure that the Taxonomy Model is formalised. This means that it needs to haveDocumented StandardsBe AgreedPublished and available.Process Ownership (Authority)Governed by Change ManagementKPIs & MetricsAudit & Review – Taxonony should be part of the quality review.[Time: Section: 01:00Running: 46:25]
- #118: If meet all of these requirements, your bound to see some benefits.Operational costs will reduce and customer satisfaction will increase.Why because of an improvement in the quality of call logging.And business Intelligence being reporting will be credible, predictable and sustainable.[Time: Section: 00:45 Running: 47:10]
- #119: So that’s all good stuff, I’m pumped, but how do you actually do it.[Time: Section: 00:10 Running: 47:20]
- #120: You need to structure it as a project, and move through the lifecycle phases.But it needs to be operationalized like a process.[Time: Section: 00:15 Running: 47:35]
- #121: I love this statement which is stated in the KCS courseware:The reason why processes implementations fail, is because they are treated as a project, projects have a start and end date, processes do not.This means you need to operationalise the taxonomy like a process.[Time: Section: 00:20 Running: 47:55]
- #122: New Project = Any TimeRebuild = End of Financial Year Or Reporting Year[Time: Section: 00:20 Running: 48:35]
- #123: Motivation & Commitment
- #124: You need a Vision, Know what success looks like.[Time: Section: 00:10 Running: 48:45]
- #126: Each stakeholder group needs to specify what information is important to themInformation captured and structured in the their language[Time: Section: 00:20 Running: 49:50]
- #127: Lets expand on the language:Has anyone seen the funel the clouds model. It highlights each point of demand being a level.Level 0 self helpAnd Assisted help moving from Level 1 to 3.The customer experience resides and level 0 and 1.And the support experiene from Level 1 to 3.And the business experience interfaces between the other two.Customers interact with business services that are presented in business terminology. Support interact with IT Services at first level and move to IT components and finaly IT elements.Its quicker and more cost effective to resolve as many customer issues a the higher levels.The taxomomy needs to cover and link business terminology to IT terminology. This will enable the creation of relevant knowledge for each point of demand, which inturn will allow more issues to be closed at the higher levels. So your taxonomy can play a major part in your SHIFT LEFT strategy. By making knowledge searchable and findable at each demand point.[Time: Section: 01:45Running: 51:55]
- #128: [Time: Section: 00:30 Running: 54:00]
- #129: Once you’ve collated the data, you’ve really get commitment from the business and each stakeholder, and commitment from management to provide resources and feedback.[Time: Section: 00:20 Running: 54:20]
- #130: Select Supersets from each Stakeholder group.[Time: Section: 00:15 Running: 54:35]
- #131: Have a lock in one off, or weekly over a number of weeks. Define your requirements, and possible examples.[Time: Section: 00:15 Running: 54:50]
- #132: Build a Select a scalable model[Time: Section: 00:10 Running: 55:00]
- #133: And Practice, Practice, Practice. And it make take a little bit of practice to get even the simple things right.Challenge others to find flaws or holes, tough scenarios, unique situations and requests.To at least cover 90% of scenarios before go live.[Time: Section: 00:30 Running: 55:30]
- #134: Then build your policy, and your process roles and responsibilities, quality criteria, change control, and KPI’s Metrics.[Time: Section: 00:30 Running: 56:00]
- #135: Keep your finger on the pulse.Changes to the taxonomy must occur via change management.Quality Checks ‘Peer Sampling’ of classifications.New and [Time: Section: 00:20 Running: 56:20]
- #136: I think I got something that can help
- #137: I think I got something that can help
- #143: [Time: Section: 01:30 Running: 57:50]