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Observed Benefits of a Realistic Problem Management Implementation

Observed Benefits of a Realistic Problem Management Implementation. Presenter – Harry Sachs. 29 years IT industry experience: Software Development System Management Network Management System Performance, Capacity and Modeling System Architecture Problem Management. G o a l.

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Observed Benefits of a Realistic Problem Management Implementation

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  1. Observed Benefits of a Realistic Problem Management Implementation

  2. Presenter – Harry Sachs • 29 years IT industry experience: • Software Development • System Management • Network Management • System Performance, Capacity and Modeling • System Architecture • Problem Management

  3. G o a l • Significant Reduction of Major Incidents.

  4. Implementation • Dedicated, Supported Resource • Focused on: • Problem Resolution • Problem Process creation and improvement • Realistic Scope Limits

  5. Clear Definitions • Major Incident • Revenue-generating outage during bus hrs. • Resolved by Operations Technical Support. • Problem • Issues selected by Problem Review Board. • Impact on customer, revenue, or resources. • Managed by Problem Analyst.

  6. Scope • Understand impact of events • Internal control • Processes, training, etc… • Can change • External control • External service providers, weather, etc… • Can not change • Over-looked • “Murphy’s law”… • Can sometimes change going forward

  7. Monitoring Progress • KPI Recording and Reporting • Major Incident KPI • # Major Incidents • # Incident Reviews • # Permanently Resolved • Problem KPI • New • Closed • Outstanding

  8. Communications • Major Incident Reviews • Management Reports • Casino Major Incident Reports • Major Incident Summary • Problem Summary • Quarterly KPI • Enhanced User  Support problem updates

  9. Observed Benefits • Significant Reduction in Major Incidents • Significant Reduction in Problems • Culture of Continuous Improvement • Enhanced team communications • Enhanced management awareness • Enhanced customer relationships

  10. MI Qtr/Prev Yr Qtr % Reductions

  11. Adjusted for External events

  12. # MI Qtr to prev Qtr

  13. 24 Month KPI Summary

  14. Questions Comments Feedback

  15. Summary: Problem Management Benefits • Reduced Major Incidents per quarter • > 50  ~ 20 • Reduced Outstanding Problems • 8  2 • Enhanced communication • User; Technical Support; Management • Culture of continuous improvement

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