Tipu: agile service improvement
-
Upload
rob-england -
Category
Technology
-
view
372 -
download
3
description
Transcript of Tipu: agile service improvement
![Page 1: Tipu: agile service improvement](https://reader035.fdocuments.us/reader035/viewer/2022081716/540d81dc8d7f728d7e8b4997/html5/thumbnails/1.jpg)
TipuA pragmatic approach
to managed improvement
![Page 2: Tipu: agile service improvement](https://reader035.fdocuments.us/reader035/viewer/2022081716/540d81dc8d7f728d7e8b4997/html5/thumbnails/2.jpg)
Improvement
• All professionals want to improve• It is expected• Make a difference• Transfer knowledge• Everyone wants next year to be better
![Page 3: Tipu: agile service improvement](https://reader035.fdocuments.us/reader035/viewer/2022081716/540d81dc8d7f728d7e8b4997/html5/thumbnails/3.jpg)
Much improvement is done by projects
?
![Page 4: Tipu: agile service improvement](https://reader035.fdocuments.us/reader035/viewer/2022081716/540d81dc8d7f728d7e8b4997/html5/thumbnails/4.jpg)
But what about the rest?
![Page 5: Tipu: agile service improvement](https://reader035.fdocuments.us/reader035/viewer/2022081716/540d81dc8d7f728d7e8b4997/html5/thumbnails/5.jpg)
Business as usual (BAU)
We do it as part of BAU, in our “spare time”
![Page 6: Tipu: agile service improvement](https://reader035.fdocuments.us/reader035/viewer/2022081716/540d81dc8d7f728d7e8b4997/html5/thumbnails/6.jpg)
Pros and cons• We own the task• Work on our own domain, reap the
benefits• Small is beautiful
• Frustrating when the urgent trumps the important
• So much to do, so little time• Working in isolation
![Page 7: Tipu: agile service improvement](https://reader035.fdocuments.us/reader035/viewer/2022081716/540d81dc8d7f728d7e8b4997/html5/thumbnails/7.jpg)
How do we coordinate that effort?
• Have a plan• Empower staff • Create teams• Coordinate the work• Executive support
![Page 8: Tipu: agile service improvement](https://reader035.fdocuments.us/reader035/viewer/2022081716/540d81dc8d7f728d7e8b4997/html5/thumbnails/8.jpg)
Professionalism
![Page 9: Tipu: agile service improvement](https://reader035.fdocuments.us/reader035/viewer/2022081716/540d81dc8d7f728d7e8b4997/html5/thumbnails/9.jpg)
How do we make the list of work achievable?
![Page 10: Tipu: agile service improvement](https://reader035.fdocuments.us/reader035/viewer/2022081716/540d81dc8d7f728d7e8b4997/html5/thumbnails/10.jpg)
valueneed/problem/risk
outputsprogramme
outcomesimprovement
objectivesorganisation
Value
![Page 11: Tipu: agile service improvement](https://reader035.fdocuments.us/reader035/viewer/2022081716/540d81dc8d7f728d7e8b4997/html5/thumbnails/11.jpg)
COBIT goals cascade
Enterprise goals
IT-related goals
IT-related processes
IT activities
![Page 12: Tipu: agile service improvement](https://reader035.fdocuments.us/reader035/viewer/2022081716/540d81dc8d7f728d7e8b4997/html5/thumbnails/12.jpg)
Risk
Probability / frequency
Impact
![Page 13: Tipu: agile service improvement](https://reader035.fdocuments.us/reader035/viewer/2022081716/540d81dc8d7f728d7e8b4997/html5/thumbnails/13.jpg)
Risk: ImpactFinancial
• Revenue, profit• Costs to deal with a negative
outcome• Replacement costs
Customer• Customer safety• Customer satisfaction• Standard of customer service
Internal (or Operational)• Regulatory compliance• Other standards• Process efficiency and
effectiveness• Professionalism and
personal liability
Growth (or Organisation or Development)
• Competitive advantage• Reputation/ credibility• New customers
![Page 14: Tipu: agile service improvement](https://reader035.fdocuments.us/reader035/viewer/2022081716/540d81dc8d7f728d7e8b4997/html5/thumbnails/14.jpg)
![Page 15: Tipu: agile service improvement](https://reader035.fdocuments.us/reader035/viewer/2022081716/540d81dc8d7f728d7e8b4997/html5/thumbnails/15.jpg)
How do we make the list of work achievable?
?
![Page 16: Tipu: agile service improvement](https://reader035.fdocuments.us/reader035/viewer/2022081716/540d81dc8d7f728d7e8b4997/html5/thumbnails/16.jpg)
Risk
UnknownKnown
ManagedMitigated
Eliminated
![Page 17: Tipu: agile service improvement](https://reader035.fdocuments.us/reader035/viewer/2022081716/540d81dc8d7f728d7e8b4997/html5/thumbnails/17.jpg)
![Page 18: Tipu: agile service improvement](https://reader035.fdocuments.us/reader035/viewer/2022081716/540d81dc8d7f728d7e8b4997/html5/thumbnails/18.jpg)
"Relaxed"• Loose management• Pragmatic• Imperfect• Incomplete• Noble failure• Play the averages
![Page 19: Tipu: agile service improvement](https://reader035.fdocuments.us/reader035/viewer/2022081716/540d81dc8d7f728d7e8b4997/html5/thumbnails/19.jpg)
![Page 20: Tipu: agile service improvement](https://reader035.fdocuments.us/reader035/viewer/2022081716/540d81dc8d7f728d7e8b4997/html5/thumbnails/20.jpg)
Manage risk
• Align to goals• Communicate risks• Programme management• CSI Board • Service Excellence team • Service Architect
![Page 21: Tipu: agile service improvement](https://reader035.fdocuments.us/reader035/viewer/2022081716/540d81dc8d7f728d7e8b4997/html5/thumbnails/21.jpg)
Approach
• Survey current state and priorities• CSI Programme implementation• CSI Plan• Iterative cycles (“Agile sprints”) • or work flow (“Kanban”)• Review and replan
![Page 22: Tipu: agile service improvement](https://reader035.fdocuments.us/reader035/viewer/2022081716/540d81dc8d7f728d7e8b4997/html5/thumbnails/22.jpg)
![Page 23: Tipu: agile service improvement](https://reader035.fdocuments.us/reader035/viewer/2022081716/540d81dc8d7f728d7e8b4997/html5/thumbnails/23.jpg)
Service improvement programme and plan createdCultural change programme and team Work programme initiatedBest Places to Work survey Service principles and updated business principles completeA Service Plan to guide service managementManagement practices framework Operational readiness roles, process and meetingsOperational readiness checklistOperational readiness templatesService catalogue revisedServices defined and reviewed with customersCustomer satisfaction surveys designed and implementedImproved document search tools
![Page 24: Tipu: agile service improvement](https://reader035.fdocuments.us/reader035/viewer/2022081716/540d81dc8d7f728d7e8b4997/html5/thumbnails/24.jpg)
Knowledge management policy draft, and categorisation of document typesWork tracking codes include BAU tasksSeparation of problems and incidentsProblem process designed and Problem Manager role createdRoot cause analysis technique documentedStarted tracking problems Risk policy revisedRisk capture process designedChange management processes for normal, emergency and standard Request For Change form introducedInitiated project for infrastructure monitoringIdentified some deficiencies in Change Management tool
![Page 25: Tipu: agile service improvement](https://reader035.fdocuments.us/reader035/viewer/2022081716/540d81dc8d7f728d7e8b4997/html5/thumbnails/25.jpg)
Requirements gathering for service management toolsetNew work assignment templateIT Continuity Plan templateKnowledge meta-data collection toolStarted collecting knowledge meta-dataMajor Incident Management process IT events calendar established and functioningChange management procedures handbook
![Page 26: Tipu: agile service improvement](https://reader035.fdocuments.us/reader035/viewer/2022081716/540d81dc8d7f728d7e8b4997/html5/thumbnails/26.jpg)
• Business as usual• Integrates with projects• Professional• Agile, nimble, iterative• Managed risk• Coordinated empowerment• Grass roots• Public domain
www.basicsm.com/tipu
![Page 27: Tipu: agile service improvement](https://reader035.fdocuments.us/reader035/viewer/2022081716/540d81dc8d7f728d7e8b4997/html5/thumbnails/27.jpg)
Managed improvement
www.basicsm.com