Lucidchart Connect Seattle: ITSM Problem Solving with Lucidchart
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The document discusses five use cases where Lucidchart is used to improve IT service management processes, including team alignment, support request management, onboarding automation, knowledge transfer, and clarifying onboarding/offboarding procedures. Each use case outlines specific problems, the reason for using Lucidchart, and the positive outcomes achieved. Key takeaways emphasize understanding the audience, simplifying diagrams, and utilizing Lucidchart to enhance problem-solving.
Lucidchart Connect Seattle: ITSM Problem Solving with Lucidchart
- 2. ITSM Problem Solving with Lucidchart Michael Doane 11/06/18
- 4. Five Use Cases The Problem Why Lucidchart? The Diagrams The Outcome
- 5. Use Case #1 The Problem My new team is unsure of whoâs doing what Why Use Lucidchart? Easy org-charting with added data
- 7. Outcome âą I quickly came up to speed on staffing matters âą The team quickly aligned on responsibilities
- 8. Use Case #2 The Problem Hardworking team, but reputation of unresponsiveness Why Use Lucidchart? Map all possible ways a user can request support and look for blind spots
- 10. Outcome âą Found emailboxes, ticketing queues and Slack channels that were not being managed âą Multiple team voicemail boxes that were not setup for customers to leave messages
- 11. Use Case #3 The Problem Improve onboarding account creations process Why Use Lucidchart? Map process & look for opportunities to automate, streamline and eliminate
- 13. Outcome âą Found accounts being created in, and setup for, abandoned environments âą Automated multiple steps
- 15. Use Case #4 The Problem Quickly insource IT operations & transfer MSP knowledge Why Use Lucidchart? Use multiple info gathering strategies in one place
- 17. Outcome âą Successful support transition w/ no downtime âą All-in-one documentation created for existing team as well as successors âą âInfo gatheringâ templates will ensure that you donât forget to ask important questions
- 18. Use Case #5 The Problem Confusing onboarding/offboarding process Why Use Lucidchart? Visual process flows can clarify processes and align customers with IT
- 21. Outcome âą Printouts laminated for 40+ existing departmental admins âą In-person training conducted to level set âą New admins receive process training using Lucid diagrams moving forward
- 22. Overall Takeaways 1. Before you diagram, know your audience 2. As you diagram, keep it as simple as possible to effectively meet the goal of your audience 3. Use Lucidchart to augment or expose blind spots in your thought process