Marval's innovative continual service improvement approach

1. Marval’s innovative Continual Service Improvement approach to guaranteeing service staff buy in

2. Point 2 Why Adopting ISO2000 will give you more value & control than ITIL? www.marval.co.uk

3. Objectives of Continual Service Improvement 1. Review, analyse and make recommendations on improvement opportunities Review and analyse Service Level achievement results Identify and implement individual activities to improve IT service quality and improve the efficiency and effectiveness of enabling ITSM processes Improve cost effectiveness for delivering IT services without sacrificing customer satisfaction Ensure applicable quality management methods are used to support continual improvement activities 2. 3. 4. 5.

4. 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

5. Continual service improvement model What is the Service Desk Vision? Business Vision, Mission Goals & Objectives Baseline Assessments Where are we now? How do we keep the momentum going? Where do we want to be? Measurable Targets Service & Process Improvement Continual service improvement How do we get there? Did we get there? Measurements & Metrics

6. Be practical Are we seeing the Improvements? (Have we the evidence to prove it) Are we doing the right things? { Alignment to Financial Industry good practice & standards worth/value/benefit Are we Are we doing them well? doing them the best way? Level of Professionalism

7. 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

9. 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.

10. 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

11. High level classification Business service Perception metrics Symptom/function Root cause Reality metrics Resolution/action taken Suggested service improvement Continual improvement metrics

12. www.marval.co.uk

13. Process Process is how we are supposed to work If a process is not delivering value –IMPROVE IT, Don’t ignore it

14. 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

15. Process improvement ‘flags’ 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

16. 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

17. 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

18. 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 Example 1  Affected Service– Email  Symptom– Unable to access service  Root Cause– User finger trouble  Resolution– Advice given  SSI– Customer training recommended Example 2

19. Sample SSI (Suggested service improvement) classifications Customer training recommended Resource review recommended Availability 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       Capacity review required Documentation review required Hardware review required Recommend Hardware replacement Major incident review required 

20. Process www.marval.co.uk

21. Request CSI classification codes Code Description Suggested Service Improvement From any service request using a SSI dictionary entry (is an output from a request – Incident, problem, change) SSI Service Improvement Review Business service that reviews SSIs classified in Service Dictionary (is an input to a request) SIR Service Improvement Activity For any service improvement outcome that has been performed (is an output from a request) SIA PSR Planned Service Review From any service request using a SSI dictionary entry (is an output from a request)

22. 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

23. Tips www.marval.co.uk

24. “Ensure you have a Service Improvement Plan in place” www.marval.co.uk

25. 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?

26. 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