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February 24, 2005. Trouble Management. 1. Agenda. What is Trouble ManagementProblem to be SolvedDefinition of SupportProduct/Service OwnershipProduct/Service List OverviewDefinitionsNext Steps. February 24, 2005. Trouble Management. 2. What is Trouble Management?. Definition of Trouble Managem
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1. Trouble ManagementCustomer Service and MarketingFABIT MeetingFebruary 24, 2005
2. February 24, 2005 Trouble Management 1 Agenda What is Trouble Management
Problem to be Solved
Definition of Support
Product/Service Ownership
Product/Service List Overview
Definitions
Next Steps
3. February 24, 2005 Trouble Management 2 What is Trouble Management? Definition of Trouble Management (TM):
A process and set of practices and rules for achieving the transparent, closed-loop resolution of systems issues in a predictable manner.
Trouble Management establishes the mechanisms by which systems issues are identified, prioritized, scheduled for resolution and resolved.
4. February 24, 2005 Trouble Management 3 Problems to be Solved In the absence of TM, systems issues tend to be resolved in an improvisational manner that raises overall support costs, makes for a random customer experience, and impedes improvement of services.
CIT recognized that it did not have visibility nor traceability across CIT of issues and problems raised by our customers.
There was no common understanding of what Products/Services CIT offered the Cornell community.
There wasn’t a common, consistent language, or definition of terms for discussing how issues were resolved.
CIT didn’t have a common understanding as to what it means to be the owner of a product or service.
5. February 24, 2005 Trouble Management 4 Definition of Support Support
The work (a separate service) performed by CIT for Customers and Consumers of CIT offered products and services (i.e, "underlying assets") to ensure that those products/services meet the product/service's specified performance requirements.
6. February 24, 2005 Trouble Management 5 Product Service Ownership The aim of implementing a concept for product/service (P/S) ownership is to improve the speed and effectiveness of decision making around an organization’s products and services.
P/S ownership seeks to convey clear authority and accountability for P/S decisions. By so doing, organizations avoid confusion and conflict over such issues as “who the right people are” and “who has the final say”. Without this clarity, resolving such questions drain time and energy away from both an organization’s staff and its customers.
Product/Service Ownership Definition: Recognized as having the established position, decision-making authority, and responsibility to shape all aspects of a product or service subject to policy, funding and competitive constraints.
7. February 24, 2005 Trouble Management 6 Product Service Ownership(continued) Elaboration of Constraints:
The above definition emphasizes a positive declaration of authority and responsibility. This is done to highlight the point that someone has to be responsible for framing the initial position of a P/S on any given topic. Without someone to state the posture of the P/S, ambiguity and uncertainty will prevail in P/S decision making.
That said, these positions and decisions are not made in a vacuum. While the P/SO is responsible for framing the initial position of the P/S, that position remains subject to the managerial decision making hierarchy and open to influence from many sources (policy, stakeholders, regulation, business practice, etc.).
8. February 24, 2005 Trouble Management 7 Product Service Ownership(continued) Eight authorities and accountabilities of P/S ownership have been identified:
P/S owner “defines” the product or service
P/S owner “sets the direction” for the product or service
P/S owner determines what level of support is “adequate support”.
P/S owner secures appropriate funding for items 1, 2 and 3.
P/S owner is expected to understand the P/S in depth.
P/S owner acts as the principal advocate for the P/S.
P/S owner is expected to identify a point of contact with which other stakeholders of the P/S can work.
P/S owner provides sign offs and appropriate approvals for the P/S.
9. February 24, 2005 Trouble Management 8 Product Service List Overview Why build the list:
Remove ambiguity around responsibility and accountability for CIT’s Products and Services
Improve communication to our customers
Unified message from anyone in CIT to our customers
Lays the ground work for determining and articulating the support levels for each of the products and services
Items on List 318
CU Resources Not Currently Committed 51
CU Resources Currently Committed 267
CIT Doesn’t Support 40
CIT Supports 227
10. February 24, 2005 Trouble Management 9 List Example
11. February 24, 2005 Trouble Management 10 Next Steps Develop and gain consensus on a common issues resolution structure
Levels of support: how to account for issues of differing complexity, severity and scope
Acceptance Process: what mechanism(s) for receiving issues best balance the use of resources with customer needs
Escalation Process: mechanism to ensure issues within the structure get appropriate focus
Develop and gain consensus on a common process
What are the steps to assure orderly, efficient issue resolution
Ensure those steps are scaled to issue complexity and severity
Ensure a positive customer experience
Achieve consensus on how to address requests for new services
12. February 24, 2005 Trouble Management 11 Questions? ???
Contact Information:
Michael Swenson
B06A CCC Garden Ave
255-7260
13. February 24, 2005 Trouble Management 12 Definitions Support Owner
The group to which the P/S Owner delegated responsibility for managing all aspects of support
Supplier:
The organization that had responsibility for building or providing the product or service
Support Provider:
The organization(s) that the Product/Service owner (or Support Owner) has engaged to provide some or all of the support responsibilities.
14. February 24, 2005 Trouble Management 13 Definitions(continued) Customer:
Entity that procures products/services provided by a Supplier and derives direct or indirect benefit from those products/services
Consumer:
Entity that is an end user of the product or service and derives the direct benefit of the product/service. Customers can also be a Consumer/Constituency.
Resources Committed
Whether current resources are allocated for the development/maintenance of a product or service.