Embed Size (px)
Citation preview
Marval’s innovative Continual Service Improvement
approach to guaranteeing service staff buy in
www.marval.co.uk
Why Adopting ISO2000 will give you more value & control
than ITIL?
Point 2
Objectives of Continual Service Improvement
1. Review, analyse and make recommendations on improvement opportunities
2. Review and analyse Service Level achievement results
3. Identify and implement individual activities to improve IT service quality and improve the efficiency and effectiveness of enabling ITSM processes
4. Improve cost effectiveness for delivering IT services without sacrificing customer satisfaction
5. Ensure applicable quality management methods are used to support continual improvement activities
Current situation
We are always quick to comment on what we should be doing or how we can/should fix things, but we don’t have an approach or any evidence to back it up
Continual service improvement model What is the Service Desk
Vision?
Service & Process
Improvement
Measurable Targets
Baseline
Assessments
Where do we want to
be?
How do we get there?
Did we get there? Measurements & Metrics
Business Vision, Mission
Goals & Objectives
Where are we now?
How do we keep the
momentum going?
Continual service
improvement
Be practical
Are we doing the right
things?
Are we doing them the
best way?
Are we doing them
well?
Are we seeing the
Improvements? (Have we the evidence to
prove it)
Financial worth/value/benefit
Alignment
to
Industry good
practice & standards
Level of Professionalism
{
Key approaches adopted
Add new request classifications to your ITSM tool
Suggested Service Improvements (SSI)
Add some new processes
Sell to support staff
Involve support specialists
Staff benefits:
Direct staff contribution to service improvement on call closure
Leveraging staff specialist knowledge and skills
Stopping repeat calls and unnecessary interruptions
Helping your colleagues
Question: Do I need to record an SSI against every request
Answer: NO, You should only specify an SSI where you believe, based on YOUR expertise and knowledge that this suggestion will contribute to an improved service.
Marval "definition of the SSI” 1. The main priority and intent of having a classification section Suggested Service Improvement
(SSI), is to allow the support specialists working on a specific request to identify and record, based on their experience, a suggested improvement which can then be reviewed, and if beneficial, implemented and sold back to the business
2. This activity is designed to support an organisation’s continual service improvement plan
3. Outputs should contribute to:
Supporting the problem management process
Improved customer and team satisfaction
A more reliable and improved IT service
A reduced resource commitment by support staff
Justification for change
Highlight a customer training or educational need
Improved processes, procedures and documentation
High level classification
Business service
Symptom/function
Root cause
Resolution/action taken
Suggested service
improvement
Perception metrics
Reality metrics
Continual
improvement metrics
www.marval.co.uk
Process Process is how we are
supposed to work
If a process is not delivering value – IMPROVE IT, Don’t ignore it
Process improvement ‘flags’
Sample ‘Root Cause’ classification examples:
Root cause Affected process
Email error Incident
Failed change Change
Service Offline Availability
Service slow Performance
Lack of disk space Capacity
Root cause unknown Problem
Virus present Security
Sample ‘Service Breach Reason’ classification codes:
Breach code Outcome activity
Customer delay Awareness? BRM review
2nd line Renegotiate SLA? Review OLA
3rd line Supplier and contract review?
Agreed Proactive/planned
Resource issue Evidence to review
No reason given So how did we fix it?
Business override Management review
Process improvement ‘flags’
Suggested Service Improvements (SSI)
Availability review required
Capacity review required
Customer review required
Documentation review required
Hardware review required
Major incident review required
Follow up not required
Performance review required
Procedure review required
Review of process or policy required
Raise a request for change
Raising a known error required
Raise a problem request
Security review required
SLA or OLA review required
Software review required
Vendor/3rd party or supplier review required
Training review required
The person resolving
or completing the
activity is best placed
to flag this …right
there and then, not
later on
Question: what about the ‘root service’?
Scenario:
Customer reported an issue with the Online ordering service
This is what the business is interested in
The cause was the payment service - an underpinning infrastructure service (component)
We need to know about both areas
Example request classification blocks
Affected Service – Email
Symptom – Unable to access service
Root Cause – Lack of disk space
Resolution – Cleared disk space
SSI – Review disk capacity
Affected Service – Email
Symptom – Unable to access service
Root Cause – User finger trouble
Resolution – Advice given
SSI – Customer training recommended
Example 1 Example 2
Sample SSI (Suggested service improvement) classifications
Customer training
recommended Resource review recommended Availability review required
Capacity review required Documentation review required
Hardware review required Recommend Hardware
replacement Major incident review required
Performance review required
Procedure review required
Process review required
Raise known error/FAQ
Security review required
SLA/OLA review required
Vendor/3rd party review required
Software review required
www.marval.co.uk
Process
Request CSI classification codes
Code Description
SSI Suggested Service Improvement
From any service request using a SSI dictionary entry (is an output from a request – Incident, problem, change)
SIR Service Improvement Review Business service that reviews SSIs classified in Service Dictionary (is an input to a request)
SIA Service Improvement Activity
For any service improvement outcome that has been performed (is an output from a request)
PSR Planned Service Review From any service request using a SSI dictionary entry (is an output from a request)
Conclusion
CSI forces us to adopt more proactive working practices
CSI allows us to identify and demonstrate our successes and areas for improvement
CSI is not difficult, just different
www.marval.co.uk
Tips
www.marval.co.uk
“Ensure you have a Service Improvement Plan in place”
Report evaluation criteria
What does the report tell me?
Do I ‘understand’ what the statistics are saying?
(Back to drivers and audience)
Are the results a surprise?
Do they highlight areas for improvement?
Do they highlight our areas of success?
What do they tell the person who needs them?
What action / decision will they invoke?
Do they meet targets, or achieve goals?
Do we need this report?
Conclusion
1. At every opportunity the service desk is
responsible to ensure that it actively
supports a culture of Continual Service
Improvement
2. It is a manager’s responsibility to ensure
teams know their efforts are valued
3. It is everyone's responsibility to market
and demonstrate the team’s
professionalism and successes
