Knowledge Centered Support and ITIL aligned Taxonomy (Classification) Model

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<p>Slide 1</p> <p>2010 NATIONALCONFERENCEMy Name is Paul Jay</p> <p>Ive been working in IT Service Management for 10 Years</p> <p>Most of this time was spent at AMP, and have recently Joined the NSW Department of Commerce , and are currently working at News LTD</p> <p>1</p> <p>I want to talk to you about something thats really boring</p> <p>2010 NATIONALCONFERENCEToday I want to talk to you about something that is pretty boring, but </p> <p>[Time: Section: 00:05, Running: 00:05]</p> <p>But really important</p> <p>In fact its so important that just about everything you do requires it.</p> <p>2010 NATIONALCONFERENCE..extremely important. And that is</p> <p>[Time: Section: 00:05, Running: 00:10]</p> <p>TaxonomyTaxonomy ?Taxonomy ?Taxonomy ?Taxonomy ?Taxonomy ?TaxonomyTaxonomy ?Taxonomy ?Taxonomy ?Taxonomy ?Taxonomy ?Taxo</p> <p>2010 NATIONALCONFERENCE</p> <p>2010 NATIONALCONFERENCETaxonomy. Funny Sounding word, Taxonomy, Well What is taxonomy.?Well sometimes the best way to explain what taxonomy IS, is by highlighting firstly, what Taxonomy is NOT</p> <p>[Time: Section: 00:20, Running: 00:30]</p> <p>TaxonomyIs not..Stuffing Fluffy</p> <p>2010 NATIONALCONFERENCE</p> <p>2010 NATIONALCONFERENCETaxonomy is not, stuffing your dead cat Fluffy (this is the worlds largest cat).</p> <p>Nor</p> <p>[Time: Section: 00:05, Running: 00:35]</p> <p>Taxonomy is Not</p> <p>They put-a too much-a Tax-on-a-me!An Italian man complaining about paying too much taxTaxonomyIs not.</p> <p>2010 NATIONALCONFERENCENor is it an Italian man complaining about paying too much tax. </p> <p>[Time: Section: 00:05, Running: 00:40]</p> <p>6</p> <p>TaxonomyIs.By Definition:</p> <p>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.</p> <p>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 simple, easy to remember, and easy to use</p> <p>2010 NATIONALCONFERENCE</p> <p>2010 NATIONALCONFERENCETaxonomy is, by definitionIts derived from the Greek words Taxis meaning Arrangement or Division and Nomos meaning Law. So its a Law of Arrangement, the science of classification and naming conventions.Uses predetermined systems to generate catalogues to provide conceptual frameworks to aid discussion, analysis or information retrieval.</p> <p>In Theory taxonomy separates elements in to groups and subgroups, that are mutually exclusive and unambiguous, but in combination can cover all possibilities.In practice a good taxonomy should be simple, easy to remember, and easy to use.</p> <p>In fact Taxonomy is the </p> <p>[Time: Section: 01:10, Running: 01:50]</p> <p>Oldest ProfessionGenesis 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</p> <p>So if God started with taxonomy, maybe we should too..So Adam gave names to all cattle, to the birds of the air, and to Every beast of the field. So Adam gave names to all cattle, to the birds of the air, and to Every beast of the field. </p> <p>2010 NATIONALCONFERENCE</p> <p>2010 NATIONALCONFERENCE.. oldest known profession known to man. The Genesis account records that it was the 1st job ever given to man.</p> <p> So If God Started with Taxonomy, Maybe we should too</p> <p>[Time: Section: 00:20, Running: 02:10]</p> <p>8</p> <p>Can you think of anythingthat doesn't have a:Name,Classification, or aLabel </p> <p>2010 NATIONALCONFERENCE</p> <p>2010 NATIONALCONFERENCE Can anyone think of anything that doesnt have a name, label or category?You first have to name it before you can think of it. Every thing from Food, drink, clothing, our children names, colour and shapes, and even our demographics have been named, labelled or categorised.</p> <p>In fact when you think about it. </p> <p>(And you can just think of nothing, but because you first have think of how you classify nothing in order to think about it, so now your thinking about something which you defined as nothing, so its not really nothing buy Something!)</p> <p>[Time: Section: 00:25, Running: 02:35]</p> <p>CornerStone</p> <p>2010 NATIONALCONFERENCE</p> <p>2010 NATIONALCONFERENCE taxonomy is the cornerstone that all communication is built from.</p> <p>[Time: Section: 00:05, Running: 02:40].10</p> <p>Naming </p> <p>Arranging </p> <p>NamingArranging</p> <p>2010 NATIONALCONFERENCE</p> <p>2010 NATIONALCONFERENCETaxonomy is the art naming and Arranging</p> <p>[Time: Section: 00:05, Running: 02:45]</p> <p>11</p> <p>NamingSearchableFindable</p> <p>SearchableFindable</p> <p>2010 NATIONALCONFERENCE</p> <p>2010 NATIONALCONFERENCETo make information Searchable and Findable.:Searchable - Knowing What Syntax should be used when searching.And Findable - being able to locate your information with the search results.</p> <p>[Time: Section: 00:25, Running: 03:10]</p> <p>12</p> <p>Matching CriterionTrending &amp; Forecasting</p> <p>2010 NATIONALCONFERENCE</p> <p>2010 NATIONALCONFERENCEAnd is the key catalyst for Matching Criterion, as well as trending and forecasting.</p> <p>[Time: Section: 00:05, Running: 03:15]</p> <p>13</p> <p>2010 NATIONALCONFERENCE</p> <p>2010 NATIONALCONFERENCEYeah its all that, and very interesting, but whats the big deal, why all of the effort?</p> <p>[Time: Section: 00:10, Running: 03:25]</p> <p>14</p> <p>2010 NATIONALCONFERENCE</p> <p>2010 NATIONALCONFERENCEWell To Tell you the truth, If you get it wrong the results can be disastrous. It could even hurt the people you love.How you may ask? Well let me explain further </p> <p>[Time: Section: 00:15, Running: 03:40]</p> <p>Jason LeePilot Inspektor</p> <p>Michael JacksonBlanket &amp; Prince Michael II</p> <p>Shannyn SossamonAudio Science</p> <p>Frank ZappaMoon Unit Diva Thin Muffin</p> <p>Jermaine JacksonJermajesty</p> <p>Gwyneth Paltrow and Chris MartinApple</p> <p>Sylvester StalloneSage Moonblood</p> <p>Penn JilletteMoxie CrimefighterJerm?These arenot names,they areCURSES?</p> <p>2010 NATIONALCONFERENCE</p> <p>2010 NATIONALCONFERENCEHere are some names that children have received from their loving parents.</p> <p>Michael Jackson named his children Blanket and Prince Michael the Second</p> <p> Frank Zappa as a loving father named his two daughters Moon Unit and Diva Thin Muffin. Moon Unit, Diva Thin Muffin, Its time to come in for dinner</p> <p>And theres more theres Pilot Inspector, Sage Moonblood, Moxie CrimeFighter, Audio Science, Apple</p> <p>..and my personal favourite Jermagisty. A nice masculine name for boy, ladies and gentlemen front row forward of the year Jermadgisty. I wonder what his nick name was Jerm perhaps?</p> <p> MAN THESE ARE NOT NAMES, THESE ARE CURSES.</p> <p>Not only can it hurt the people you love, but it can also impact the town that you live in</p> <p>Welcome to 50 steps.</p> <p>But do this with out even thinking, it only looks like a lot of effort, because breaking it down to individual steps.</p> <p>So a technique used help people who may be overwhelmed and resistant is to do a like for like click count comparison</p> <p>Where you count the clicks required to raise log save retrieve update resolve and close call records in both systems.</p> <p>And compare the two.</p> <p>This information helps remove any potential resistance.</p> <p>[Time: Section: 01:35 Running: 39:45]</p> <p>104</p> <p>8. Alignment</p> <p>2010 NATIONALCONFERENCENext 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]</p> <p>105</p> <p>KCS - KMISO 20K - Gov</p> <p>Aligned With Best Practice</p> <p>2010 NATIONALCONFERENCETaxonomy MUST be aligned with Service Management Terminology.</p> <p>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.</p> <p>But this is a commitment from the ground up that our terminology align with Best Practice. </p> <p>All staff should be trained in the Fundamentals of ITIL and KCS. The Terminology used in these frameworks is the terminology we adopt.</p> <p>Let me give you an example</p> <p>[Time: Section: 00:40 Running: 40:40]</p> <p>106</p> <p>Service ReportingService ReportingTransitionOperations</p> <p>DesignCSICSICSI</p> <p>Service ReportingStrategy</p> <p>ITIL</p> <p>2010 NATIONALCONFERENCESo lets have a look where Taxonomy fits in to the ITIL Processes.</p> <p>Taxonomy if referenced in each stage of the lifecycle.</p> <p>[Time: Section: 00:10 Running: 42:00]</p> <p>107</p> <p>Service ReportingService ReportingTransitionOperations</p> <p>DesignCSICSICSI</p> <p>Service ReportingStrategy</p> <p>ITIL</p> <p>Strategic InformationValue: Utility &amp; Warranty</p> <p>What do we want to do, and how do we know weve done it?</p> <p>2010 NATIONALCONFERENCEIn the Strategy phase, it is referenced in the section pertianing to stregic information. Reference to Value: Utility &amp; Warranty.</p> <p>The strategy questions that need to be answered using the taxonomy is:What do we want to do, and how do we know weve done it.</p> <p>[Time: Section: 00:30 Running: 42:30]</p> <p>108</p> <p>Service ReportingTransitionOperations</p> <p>DesignCSICSICSI</p> <p>Service ReportingService ReportingStrategy</p> <p>ITIL</p> <p>Data &amp; Information Management:Data is an Asset</p> <p>What do we need to know, where do we get it, how do we capture, structure, store and retrieve it?</p> <p>2010 NATIONALCONFERENCEIn the Design phase there is a chapter on Data &amp; Information Management.</p> <p>I particularly like that way if references Data as an Asset.</p> <p>The Design Questions are:What do we need to know,Where do we get itHow do we capture, structure and retrieve it?</p> <p>[Time: Section: 00:25 Running: 42:55]</p> <p>109</p> <p>Service ReportingTransitionOperations</p> <p>DesignCSICSICSI</p> <p>Service ReportingService ReportingStrategy</p> <p>ITIL</p> <p>Transition Classification:Configuration, Change, Release, Knowledge</p> <p>Do we know what we are doing &amp; where things are? Can we answer questions?</p> <p>2010 NATIONALCONFERENCETransition phase reference taxonomy in terms of Classification standards for Configuraiton, Change, Release and Knowledge Management.</p> <p>The transition phase questions are:Do we know what we are doing &amp; where things are? Can we answer questions?</p> <p>[Time: Section: 00:30 Running: 43:25]</p> <p>110</p> <p>Service ReportingTransitionOperations</p> <p>DesignCSICSICSI</p> <p>Service ReportingService ReportingStrategy</p> <p>ITIL</p> <p>Operational Classification: Event, Incident, Request Fulfillment, Access &amp; Problem Mgmt</p> <p>Log, classify, capture, store, retrieve, review, escalate, resolve, close</p> <p>2010 NATIONALCONFERENCEIn a similar manger Operations references taxonomy in terms of classifications standards for Events, Incidents, Request Fulfilment, Access &amp; Problem Management.</p> <p>Operational phase Questions are:Can we successfully Log, classify, capture, store, retrieve, review, escalate, resolve, close records.</p> <p>[Time: Section: 00:25 Running: 44:20]</p> <p>111</p> <p>Service ReportingTransitionOperations</p> <p>DesignCSICSICSI</p> <p>Service ReportingService ReportingStrategy</p> <p>ITIL</p> <p>CSI Classification:Service Reporting, Measurement, Benefits Realisation, Benchmarking &amp; Process Improvement</p> <p>Is our information, Structured, Stored, Scalable, Predictable, Consistent, Reliable, Sustainable, Trustworthy, Relevant, Acknowledged, Agreed, Distributed, Consumed, Meaningful &amp; Helpful?</p> <p>2010 NATIONALCONFERENCECSI Phase has a large dependency on the taxonomy model. Release on it for Service Reporting, Measurement, Benefits Realisation, Benchmarking, Process Improvement.</p> <p>The CSI phase questions are:Is our information, Structured, Stored, Scalable, Predictable, Consistent, Reliable, Sustainable, Trustworthy, Relevant, Acknowledged, Agreed, Distributed, Consumed, Meaningful &amp; Helpful?</p> <p>[Time: Section: 00:35 Running: 45:00]</p> <p>112</p> <p>Service ReportingTransitionOperations</p> <p>DesignCSICSICSI</p> <p>Service ReportingService ReportingStrategy</p> <p>ITIL</p> <p>2010 NATIONALCONFERENCESo we reviewed the ITIL Lifecycle. Lets now have a look at .</p> <p>[Time: Section: 00:05 Running: 45:05]</p> <p>113</p> <p>Structure for reuse</p> <p>Searching is Creating</p> <p>Leadership</p> <p>Performance Assessment</p> <p>Capture in the workflow</p> <p>Content Vitality</p> <p>Workflow</p> <p>Just-In-Time Solution QualityKnowledgeEvolveSolve</p> <p>Content Vitality</p> <p>Structure for reuse</p> <p>Content StandardsKCS</p> <p>2010 NATIONALCONFERENCEKCS.</p> <p>Taxonomy is critical for Key 2 activities. </p> <p>Structure for reuse in the Solve loop.</p> <p>And in the Evolve loop referenced in Content Vitality| Content Standards.</p> <p>[Time: Section: 00:20 Running: 45:25]</p> <p>114</p> <p>cl</p> <p>Documented StandardsAgreedPublishedProcess Ownership (Authority)Change ManagementKPIs &amp; MetricsAudit &amp; Review9. Formalised</p> <p>2010 NATIONALCONFERENCENext we need to ensure that the Taxonomy Model is formalised. </p> <p>This means that it needs to have</p> <p>Documented StandardsBe AgreedPublished and available.Process Ownership (Authority)Governed by Change ManagementKPIs &amp; MetricsAudit &amp; Review Taxonony should be part of the quality review.</p> <p>[Time: Section: 01:00Running: 46:25]</p> <p>115</p> <p>Where does Taxonomy sitIn the ITIL life CycleKCS, ISO 20K and Cobit.</p> <p>Strategy (What do we want to do, and how do we know weve done it).Design (What do you need to know, where do we get it, how do capture, structure store and retr)Transition ( Do we know what we are doing &amp; where things are, can we answer the questions)Operations (Reporting, Capturing, Logging, reviewing)CSI (</p> <p>2010 NATIONALCONFERENCEOperational CostsCustomer Satisfaction100%100%0BenefitsTrend</p> <p>Improved Quality of Call LoggingIncident ManagementProblem ManagementService Level ManagementService ReportingSearching &amp; SortingBusiness Intelligence:</p> <p>CrediblePredictableSustainable</p> <p>2010 NATIONALCONFERENCEIf meet all of these requirements, your bound to see some benefits.</p> <p>Operational costs will reduce and customer satisfaction will increase.</p> <p>Why because of an improvement in the quality of call logging.</p> <p>And business Intelligence being reporting will be credible, predictable and sustainable.</p> <p>[Time: Section: 00:45 Running: 47:10]</p> <p>117</p> <p>2010 NATIONALCONFERENCESo thats all good stuff, Im pumped, but how do you actually do it.</p> <p>[Time: Section: 00:10 Running: 47:20]</p> <p>118</p> <p>Structure like a Project5. Continual Improvement1. Strategy</p> <p>2. Design3. Transition4. OperationOperationalise it like a Process</p> <p>2010 NATIONALCONFERENCEYou need to structure it as a project, and move through the lifecycle phases.</p> <p>But it needs to be operationalized like a process.</p> <p>[Time: Section: 00:15 Running: 47:35]</p> <p>119</p> <p>Structure like a ProjectOperationalise it like a ProcessThe reason why process implementations fail, is because they are treated as a project. Projects have a start and end date, processes do not.</p> <p>2010 NATIONALCONFERENCEI love this statement which is stated in the KCS courseware:</p> <p>The reason why processes implementations fail, is because they are treated as a project, projects have a start and end dat...</p>

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