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Troy DuMoulin, VP, Research & Development

Troy is a leading ITIL® IT Governance and Lean IT authority with a solid and rich background in Executive IT Management consulting. Troy holds the ITIL Expert certifications and has extensive experience in leading IT Service Management (ITSM) programs with a regional and global scope.

He is a frequent speaker at IT Management events and is a contributing author to multiple ITSM and Lean IT books, papers and official ITIL publications including ITIL’s Planning To Implement IT Service Management and Continual Service Improvement.

 

The Guide

"This blog is dedicated to making sense out of the shifting landscape of IT Management. Just when we thought we had a good handle on managing technology, the job we thought we knew is being threatened by strange acronym’s like ITIL, CMMI, COBIT, ect.. Suddenly the rules have changed and we are not sure why. The goal of this blog is to offer an element of sanity and logic to what can appear to be chaos."


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"In many of the more relaxed civilizations on the Outer Eastern Rim of the Galaxy, the Hitch Hiker’s Guide has already supplanted the great Encyclopedia Galactic as the standard repository of all knowledge and wisdom, for though it has many omissions and contains much that is apocryphal, or at least wildly inaccurate, it scores over the older more pedestrian work in two important respects.

First, it is slightly cheaper: and secondly it has the words DON’T PANIC inscribed in large friendly letters on its cover."
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Thursday, July 04, 2013

Practitioner Radio 44 - Understanding Standard Process vs Case Management

When Standard Processes Do Not Work, Apply Case Management Principles

Throughout documented history mankind has been pushing back the edges of the mysterious unknown and declaring what was previously an enigma now part of the knowable and predictable. However, no matter what progress has been made by the practices of cartography or the progression of scientific discovery the edges of what is known and explainable continue to exist. There are still deep sea trenches where no explorer has ever ventured and cures which still allude the most advance medical thinkers.

Perhaps this will always be the case!

Consider when Columbus discovered the supposed “New World” just how new was it really? It was certainly new to the explorer and the chart makers who supplied the maps. However there were first nations people living and thriving for countless centuries on these so called new lands. What was really new in this scenario was the advancement and sharing of contextual knowledge. What changed was not the world but the standardized charts. ITIL as a framework has gone through several similar iterations from version 1 to the current day version of the process framework. While the process and function of Business Relationship Management as a strategic demand and customer engagement channel was not explicitly documented in the earlier versions this did not mean that ITIL suddenly invented the concept with the publishing of the 2011 Edition. No on the contrary the map simply got larger as more of the grey edges were pushed back. Will there be a Version 4 of ITIL somewhere in the future? The answer to that question really depends on the Map Makers, in this case the newly named Joint Venture “Axelos” versus the reality of there being “new” IT Management practices to identify and document.

Early cartographers had a quaint way of diagraming this edge of knowledge by placing on the edge of the map the depiction of mythological beasts with the warning. “Here There Be Dragons” This dire warning by no means stopped the intrepid explorers but it did tell them that when they crossed this boundary the knowable charts by which they sailed and navigated no longer applied and they had to rely on higher level navigation principles of star, wind and current. It is exactly at this point we can no longer rely on standardized process but need to move to the higher level but still managed concepts of Case Management. Case Management as a structured practice is not new of course and has been practiced and refined in the health, insurance and criminal investigation sectors to name just a few. However, what is needed is an understanding on how to integrate Process Frameworks and the principles of Case Management.
While process frameworks such as ITIL, CMMi, COBIT do their best to remove ambiguity and standardize terms, definitions and practices there are still areas of these practices such as Major Incident Management, Root Cause Analysis, Disaster Recovery, etc. that are less about the application of standard process then they are about the application of Case Management.

Join Rob England, Chris Dancy and I as we discuss these practical concepts.

Show Notes:

  • Welcome to Rob England!
  • Only podcast Rob listens to religiously
  • Freud has 55 years’ worth of research, limited number of publications. ITSkeptic out-paces Freud!
  • Not just Blogs - 7 Published Books
  • Standard+Case book now out
  • Overview: Idea came after thinking about Case Management – how other industries manage cases with case workers and case management e.g. medical cases. Thought how could we use this to think about Service Management and realized often frameworks are trying to standardize the work, so we need case management as well to deal with the non-standard situations.  Response can either be standard or can be different which is ‘case’.
  • You need base policy but latitude to tailor to individual cases
  • Why don’t we certify users? Some know what they’re talking about – model says you can do that.
  • Have to go through standard gating usually, but potential for special users to go straight to case workers
  • Some people’s frustrations come from being forced through standard when they do that themselves first
  • First have to define what is Standard and when it’s appropriate to use case management
  • Not everyone is equipped to be a case worker Eg. Police officers start on the beat, pass exams, have enough experience to become a detective
  • Historically we’ve focused on standard and the unique bits have been blank boxes ‘go off and resolve’ with no optimization to help how to do this
  • Difference between Case and Problem?
  • There are incidents that are standard and case and problems that are standard and case
  • Think about how we deal with cases more – we do already but Standard+Case gives us a more formal way.  Not foregoing process, it’s just the process is at higher level – running by general principle, more latitude
  • Accountability is important – this helps, as it formally says it’s not always as simple as it looks
  • It’s more ‘practice’ than ‘process’ as it’s not a set of steps to follow its more do whatever you need to do within these limits, within this policy, by these principles i.e. within the limits of the law
  • Diversity is important so that we can learn ways to deal with different types of cases
  • Episode 19 The Strategic Role of The IT Operating Model
  • Table of contents - it’s a Manifesto – a synthesis of what Rob’s seen and heard plus the realisation that you can put Standard+Case together
  • Can’t always have SLAs for major incident cases. Logical but not so easy to sell!
  • Rob will be running workshop at conferences and events, thinking about online videos
  • Pink leadership forum in Pheonix Arizona, 12th 13th August
  • Rob at at SDI13, TFT13, Sweden, and Autralian conference in August

Rob England’s Thunder Bolt Tip of The Day: Stop pretending that the world can be standardized because people and systems won’t be - we have to deal with both the standard and non-standard sides of the world.


Rob’s, Chris’s and Troy’s Thoughts What Are Yours?

“Prepare for the unknown by studying how others in the past have coped with the unforeseeable and the unpredictable.” ~George S. Patton

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Posted by Troy DuMoulin on 07/04 at 02:10 PM
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