Standard+case A universal model for

service response

Rob england

Standard+Case A universal model for service response

v3

Standard+Case

• Clarifying and expanding the theory • Improving performance • Empowering knowledge workers • Improving morale • Empowering the customer

Generic “response” process

Standard Models

• Request • Incident • Problem • Change

Case Management

• medical • crime • legal • social work • audits • emergency responses • military attacks

Case Management

• a series of execution states • states are determined dynamically • external events can change the state. • options for action at each state • actions are chosen dynamically • Inputs and outputs decided

dynamically • resources chosen dynamically

o templates, checklists, content, policy, procedures, tools, people...

• states and actions are unpredictable • goals will change as the case

develops • planning is part of execution

Case Management

Standard+Case

Standard models +

Case Management =

Standard+Case Model

Standard+Case

there's either a standard model or there isn't Standard

Case

If (XXXXXXXXXXXXXX)

XXXXXX

Else if (XXXXXXXXXXXXXX)

XXXXXX

Else if (XXXXXXXXXXXXXX)

XXXXXX

Else if (XXXXXXXXXXXXXX)

XXXXXX

Else if (XXXXXXXXXXXXXX)

XXXXXX

Else

:Yikes!

Call ExceptionRoutine

(“I don’t know what to do”)

End if

The Cynefin model

disorder

simple chaotic

complex complicated

known

knowable

unknowable

unknown unfamiliar

exploratory exploitative

The Cynefin model

disorder

simple chaotic

complex complicated

action

thinking

sense

categorise

respond

sense

analyse

respond

probe

sense

respond

act

sense

respond

The Cynefin model

disorder

simple chaotic

complex complicated

command

collaboration

The Cynefin model

disorder

simple chaotic

complex complicated

Standard

Case unknown unfamiliar

Standard • Routine • Predictable, repeatable • Pre-planned by designers • Performed by trained process workers • Revolves around a procedural

sequence of steps; and transfer between people/groups

• Controlled by the process designer and owner

• Can (and should) be process-modelled • Defined and pre-documented • Candidates for automation • Candidates for analysis and

optimisation using statistics and observation

• Fragile in unknown exception conditions

Case • Unique • Non-repeated, unpredictable • Emergent: plan and workflow

unfold as the case goes along • Performed by knowledge workers • Revolves around knowledge and

information about the case; and collaboration between people/groups

• Controlled by the participants • Cannot be process-modelled • Documented as the case proceeds • Cannot be automated • Can analyse and optimise by

reviewing on a case-by-case basis • Robust in the face of unknown

exception conditions

People

• Collaboration • Empowerment • Skills • Motivation

Gamification

• Rank the Standard models by difficulty/risk • Give SD analysts training in each model • Give staff a badge for being certified • Some models we prefer they be executed by

a certified staff member, some models the staff member must be certified

• Only Case-certified staff members ("leveled up") deal with non-standard tickets

-> empowered knowledge workers

Practices / Process

• Emergent • Diversity • Knowledge-centric • Policy and controls • Review

• KCS: Knowledge Centred Support • Kanban • Root Cause Analysis: Kepner-Tregoe,

Ishikawa...

Process

Process

Improvement

Things / Technology

• Resources • Ticketing • Workflow • Checklists www.basicsm.com/checklists

Tools

• Knowledge management • Content management • Collaboration and communication • Ticketing

Standard+Case

• Clarifying and expanding the theory • Improving performance • Empowering knowledge workers • Improving morale • Empowering the customer

Standard+Case

S+C applies to anything that requires a human response:

there's either a standard response or there isn't

www.itskeptic.org/standard-case

WITH THANKS TO OUR SPONSOR

bmc remedyforce

#TFT returns june 2013