Agile Itsm Workshop004
- 1. Agile ITSM:Workshop - Improving Incident ManagementPresented By: Michael Maley, CTO NavAscendSponsored By:
- 2. Why Listen to Me?Where I have played a role in implementing and optimizing service management.1/31/2011NavAscend Copyright 2011 - Confidential2
- 3. What Will You LearnHow to take an Agile ApproachHow to Keep it SimpleHow to Identify OpportunitiesHow to Right Size ImprovementsIncremental Steps to Achieve Dramatic ResultsLittle Improvement Add Up QuicklyResult Provide a Foundation for Bigger Returns5/11/2011 - Copyright NavAscend 2011Agile ITSM Workshop - Incident Exercise3
- 4. AgendaKnowledge SheetsToolsScenarioAssignment of RolesSituationExercisesIncident 1001Incident 1020ReviewFeedback5/11/2011 - Copyright NavAscend 20114Agile ITSM Workshop - Incident Exercise
- 5. Knowledge SheetsIncidentIncident ManagerCritical Incident Review5/11/2011 - Copyright NavAscend 2011Agile ITSM Workshop - Incident Exercise5
- 6. Your ToolsScenario WorksheetRole WorksheetKnowledge Sheets5 “Why”s5/11/2011 - Copyright NavAscend 20116Agile ITSM Workshop - Incident Exercise
- 7. Core Focus AreasTechnologyWhat technologies enable an activity?TrackingWorkflowMonitoringAdministrationIntegrationReportingSkillsWhat skills are required to successfully participate in the activity?KnowledgeSkill setsDataHow can we optimize the data to effectively and efficiently execute the activity?PerformanceCapacityTimingQualitySatisfactionWorkflowHow repeatable is our activity?What do we do?Who does what?When do they do it?What is produced?Is it measurable?5/11/2011 - Copyright NavAscend 2011Agile ITSM Workshop - Incident Exercise7
- 8. SituationLittle or no experienceNo continuous improvement programConsultants have come and goneTrained without a path forwardLimited management support – Just get it doneEstablished strongholds of resistance5/11/2011 - Copyright NavAscend 20118Agile ITSM Workshop - Incident Exercise
- 9. ScenariosCollaboration OutageCan not connect to InternetProductivity OutageCan not print5/11/2011 - Copyright NavAscend 2011Agile ITSM Workshop - Incident Exercise9
- 10. Role AssignmentCustomer – Mr. AppleService Desk – Miss MulberryIncident Coordinator – Mr. GrapeTier 2 - Subject Matter ExpertsMobile Computing – Mrs. CashewNetwork Services – Mr. WalnutTier 3 – Vendor – Professor MayoService Manager – Mr. BrazilProcess Owner – Mrs. Macadamia5/11/2011 - Copyright NavAscend 201110Agile ITSM Workshop - Incident Exercise
- 11. ExercisesLooking at the top 2 Incidents of last weekConducting a Critical Incident ReviewParticipate within your roleFocus on specific actions you can take immediately5/11/2011 - Copyright NavAscend 201111Agile ITSM Workshop - Incident Exercise
- 12. Exercise 1IncidentPriorityParticipantsTimingActionsRestorationWhat happened? (5 whys)Improvements5/11/2011 - Copyright NavAscend 201112Agile ITSM Workshop - Incident Exercise
- 13. Exercise 2IncidentPriorityParticipantsTimingActionsRestorationWhat happened? (5 whys)Improvements5/11/2011 - Copyright NavAscend 201113Agile ITSM Workshop - Incident Exercise
- 14. ReviewWhat did we learn?How would you implement this in your organization?5/11/2011 - Copyright NavAscend 2011Agile ITSM Workshop - Incident Exercise14
- 15. Thank YouWhat have you Learned Today?Questions?Contact: Michael Maley – mmaley@navascend.netResourceswww.navascend.net/resources5/11/2011 - Copyright NavAscend 2011Agile ITSM Workshop - Incident Exercise15