Awesome podcast guys... wish I was on this one.
Awesome podcast guys... wish I was on this one.
Food and drivers for attendees was significantly under whelming if not insulting to the attendees and exhibitors. Gourmet breakfasts were served in hallways, while exhibitor bait was a box lunch. Why is breakfast not served in the exhibit hall? Why is Tuesday afternoon not a exhibiting opportunity? Why are banners for sponsors not lining the walls of the party? Why are sponsor logo's not lining the header of the registration desk? How much did HDI pay for sponsorship at the ITSMF event? They were significantly more branded and advertised then any other sponsor. While we appreciate the partnership between these organizations, they are 2 separate and distinct organizations. ITSMF is supposed to offer service management professionals, not support professionals. We had very few scanned Directors or above. If ITSMF national conference is going to become the bi-annual HDI event, we are not sure we see the value of sponsorship.
My first blog on ISM4IT.com
First off, let's talk about regular daily Incidents and not a Major Incident or system wide outage.
How Urgency is (or should be) determined from 1st tier support agent:
"Will you have to escalate to your manager in an hour, by the end of the day, end of the week, or never?"
How Impact can be determined:
"Is this affecting a customer directly, just you, your team, your dept, or the whole business?"
So let's say that it's just impacting a single user (who is not a VIP), and we'll give that an impact level 4.
However, they will escalate to their supervisor within the hour. Which has an urgency level 1.
According to ITIL's guidance we would triangulate on a grid the 1 and 4 to reach a priority level 4
I 1 2 3 4
m 2 3 4 5
p 3 4 5 6
a 4 5 6 7
So based on this strategy ITIL's guidance is to set response times based on Priority.
This incident is currently a P4. Not likely the organization has set a 1 hour response time for a P4.
We already know however, that in an hour the user is going to escalate. Now it's affecting the team. Impact is changing do to IT's lack of response.
To me this does not make sense, nor would I believe any supervisor would want to allow an escalation to happen.
You would respond quickly, but just have Susie the desktop support person swing by. You are not going to throw a lot of resources at it, but you will respond.
So here is where I'm at. Why do we create a fictitious calculated Priority. When in fact we really need the detail behind the two separate aspects. What is the Impact? & What is the Urgency?
I say keep them separate. You are going to respond based on Urgency, you know you are. So do that.
How you respond is then determined by impact. The greater the impact, the higher caliber resource or more management you throw at it.
That's why I don't think calculating these into a matrix and then reverse engineering the response times to some broad based SLA makes any sense and don't advocate it.
Session Statistics: Please note that the session data below does not include pre-conference, keynote or breakfast briefing data. Core sessions needed at least ten evaluations to be considered for analysis.
· High session score: 4.91
· Median session score: 4.22
· Mean session score: 4.20
· Low session score: 2.92
Title: Session 601: ITSM Next, Matthew Hooper
Number of Attendees: 76
Number of Evaluations: 11
Average Overall Scores:
· Overall this session was: 4.73
· Speaker(s) expertise/knowledge of subject: 4.82
· Speaker(s) presentation skills: 4.82
· Value of Q&A segment: 4.09
· Compliance with non-commercialism policy: 4.50
· Practicality: 4.36
· Should this session be repeated next year: 91%
· Would you recommend this speaker for future events: 100%
· Was the session content what you thought it would be: 91%
· Excellent speaker and content. One if the best sessions
Tips for Problem Management Success
My suggestions here are focused on the typical scenario. Reactive Problem Management stemming from Incidents.
1) Set expectation with management that proper Problem Management is expensive. Every time a Problem is declared, a cash register bell should go off in the acting Problem Manager's head: "Cha-Ching".
2) There is no 1 Problem Manager. There can be 1 Problem Management Process Owner, who oversees the global process and qualifications for declaration of a problem. However, Problem Managers must be a role Functional Managers play in dictating that a systemic Problem warrants the expense of investigation or additional tools & outside resources to find, test, validate and remedy.
3) If you don't have Services models in your CMDB and relating releases & incidents to system CI's then just STOP. You are failing to operate any reasonable Problem Management process. Focus on your Incident Process. Add more Knowledge to your Incident, and start mapping major Incidents to your CI's off-line. This will build a foundation of system relationships for you to effectively evaluate root cause analysis, determine points of failure and truly remedy systemic failure points. Otherwise you are just going to be managing a queue of easy to fix issues and call it Incident and a queue of tougher to fix issues and cal it Problem. That is NOT Problem Management. That's just poor Incident and a failure to incorporate major & high impact incidents into your process.
4) Remember the goal: The goal is not to get issues into the Problem Management queue, it's to efficiently and definitively get them out. Resolving systemic business impacting issues that can not wait for a new architecture or technology refresh is your goal with Problem Management. Problem's usually take rebuilding test code, a lab, consultants or diagnostic tools. Which brings me to my last point.
5) Throw out ITIL's definition of a problem. A series of Incidents where the Root cause is unknown doesn't matter. If you are using laptops & operating systems in your environment (pick your poising apple or MS) guess what? You are going to have a lot of repeat incidents where the root cause is unknown. As the @theitskeptic would say "Who gives a flying fox". Problem Management has one definition and mission: Find and Prevent systemic system failures that constitute major business impacts.
- Integrated Solutions ManagementPresident - Commercial Services, 2014 - presentLeading the enterprise business organization of ISM, my team helps companies achieve excellence through integrated communication and processes. Utilizing FRITz(R) the Framework for IT Success, we create agility & efficiency for technology dependent enterprises.
- SMAKCEO / Co-founder, 2011 - 2012
- InforonicsCMO / CIO, 2009 - 2011
- VigilantCEO / CTO Co-Founder, 2004 - 2009
- SofsenseCTO, 2000 - 2004
- Stream / CS&T / ModusEverything IT, 1994 - 2000
- AcorioVP of Strategy, 2013 - 2014
- MinutemanComputer Science
- Newbury CollegeBusiness / Makreting
- American InterContinental UniversityInternational Business Management / Marketing
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