itsmf USA Problem Management Special Interest Group

Transcription

1 itsmf USA Problem Management Special Interest Group Structured Root Cause Analysis Moderator John Clipp Speaker Shellina Damji Speaker Mike Malcangio Vice President Practice Leader Product Manager Problem Management SIG President 1

2 Structured Root Cause Analysis SHELLINA DAMJI Shellina provides thought leadership to Kepner-Tregoe and her client organizations. As Practice Leader, she manages relationships with global strategic clients providing expertise in the area of Service Excellence, including service strategy and improving service and support through systems improvement, performance system redesign, process coaching, and skill development. She has extensive experience in analyzing organizational processes, designing and implementing specific configured solutions, and a full range of consulting and training services. She was a member of the KT international strategy practice and the product innovation team, and she has managed the technical delivery team in North America. Her client accomplishments include leading an initiative at a smartphone manufacturer that improved customer satisfaction by 24 points and helping a global tech giant to achieve top customer ratings in timeliness and effectiveness of issue resolutions. MIKE MALCANGIO Mike Malcangio has had a variety of roles in his 20 year IT career ranging from development, to management, and everything in-between. Prior to joining ServiceNow, he was responsible for leading the successful implementation of ServiceNow (Incident, Problem, Change, and Service Catalog) and championing the development of an IT data warehouse for Qualcomm. Mike has been with ServiceNow since 2010 and manages the strategy and direction for ServiceNow s IT Service Automation Suite. Mike is passionate about our customer s success and the continued evolution of ServiceNow to meet their needs. 2

3 Structured Root Cause Analysis AGENDA Background and History of KT Structured Root Cause Analysis for Problem Management Successful Implementation Requirements KT Client Results Questions 3

4 ROOTS KT History and Background Founded in 1958, by Drs. Charles Kepner and Benjamin Tregoe Thought leaders in Rational Process for solving problems, making decisions and implementing change GLOBAL FOOTPRINT Multi-language offerings and offices in 25 countries AUTHORS OF New Rational Manager, The Art & Discipline of Strategic Leadership, Implementation, How Organizations Work SERVICE EXCELLENCE EXPERTS KT has over 30 years of experience in working with global Customer Service and Support organizations on improving process performance BEST PRACTICE KT Resolve SM approach is globally recognized as the leading Troubleshooting methodology for resolving customer issues faster and more effectively ITIL recommends KT Process as Best Practice for Incident and Problem Management 4

5 Problem Management Goals: Effective and Efficient Consistent process and approach to finding root cause Improve communication and collaboration between teams Reduce problem resolution cycle time Common, disciplined approach to problem solving Getting to underlying causes of problems and implementing the best solution Improve speed of resolution Optimize involvement of resources required in getting to the solution Take charge of the situation 5

6 Structured Root Cause Analysis THE THINKING PROCESS 6 Copyright 2015 Kepner-Tregoe, Inc. All Rights Reserved.

7 Structured Root Cause Analysis KT provides a framework. The framework allows an individual to improve the consistency in which they apply their technical expertise. It also improves communication by providing a common language framework in which to speak to others. Finally it helps retain event knowledge so that future incidents and problems can be prevented, or customer impact quickly removed.! Knowledge DB 7 Copyright 2015 Kepner-Tregoe, Inc. All Rights Reserved.

8 Use The Right Tool for The Right Issue Customer Issue UNDERSTAND Goal: Manage Involvement and Direction Tool: Situation Appraisal Action Cause Fix Problem Management Objective: Find root cause Primary Tool: Problem Analysis Effect Work-around Incident Management Objective: Choose best action to restore service Primary Tool: Decision Analysis 8 Copyright 2015 Kepner-Tregoe, Inc. All Rights Reserved.

9 The Goal is Flow Individuals knowing what to do, why they are doing it and how it is to be done Problem Analysis Describe the Problem State the Problem Include both an object and a defect in the sentence. (WHAT IS WRONG WITH WHAT?) One Way traffic on <trunk equipment> Specify the Problem IS IS NOT WHAT <trunk equipment> <comparable equipment> What object? What defect? One way voice Packets being lost WHERE Hutchison Telecom In lab Where <exact location> <test rig> geographically? <equipment name> <equipment name> Where on the <card name> <packets sent see logs> object? WHEN 18th August 00:30 BEFORE When first? When since? Intermittently Constant/Periodic When in After loading patch set 11 After previous reset life cycle? EXTENT How many objects? 1 <> What is the size? Complete loss for ~5 minutes <> How many defects? 40 instances reported <> What is the trend? Stable Increasing / Decreasing 9 Copyright 2015 Kepner-Tregoe, Inc. All Rights Reserved.

10 Situation Appraisal What it looks like Components for driving to Action Items, Prioritizing* & Managing Involvement* 10 Copyright 2015 Kepner-Tregoe, Inc. All Rights Reserved.

11 Root Cause Analysis- What it looks like People document specific case data based on logical buckets of information versus the chronology of events DPM application is not available at both DC & HQ sides, but 80% or more of the data has not updated for 0 to 4 hours at 1 or more DC's IMOD was not informed about this issue until after 4 hours elapsed. Informed Incident Manager for Distribution 11 Copyright 2015 Kepner-Tregoe, Inc. All Rights Reserved.

12 Decision Analysis What it looks like 12 Copyright 2015 Kepner-Tregoe, Inc. All Rights Reserved.

13 Potential Problem Analysis What it looks like 13 Copyright 2015 Kepner-Tregoe, Inc. All Rights Reserved.

14 Successful Implementation Model Troubleshooting and Problem Documentation Training To develop engineers in best-inclass troubleshooting, handling of incidents and problems and ensure consistent problem documentation Performance System Integration To ensure that the work environment (expectations, measures, tools/resources, consequences & feedback) is conducive to using the new skills Process Integration To align case & knowledge management tools with issue resolution work flow and documentation standards Coaching On-the-Job To ensure that real-time guidance is available through content and process experts; results measured and appropriate behavior is reinforced 14 Copyright 2015 Kepner-Tregoe, Inc. All Rights Reserved.

15 KT s Skill Development Streams Awareness Leadership Focused 1-2 Days KT foundation toolset Implementation planning Roles and responsibilities Foundation End User Focused 3-4 Days Incident Management Problem Management Advanced Expert Focused 5-12 Days Facilitation Coaching Train-the-Trainer 15 Copyright 2015 Kepner-Tregoe, Inc. All Rights Reserved.

16 KT Coaching and Consulting Capability Enhancement Individual or Group Coaching on site by KT. Result: Gain proficiency and adopt new behaviors. Result: Improved confidence under pressure and on high-severity issues. Performance System Define roles, responsibilities and balance of consequences. Result: Improved communication. Result: Expectations and behaviors aligned. Process Integration Embed KT processes into existing workflows and tools. Result: Use KT processes quickly and easily on the job. Result: Standardize documentation and improve knowledge management. Metrics and Measurement Measuring and Tracking progress based on initially agreed upon targets. Result: To measure adoption and effectiveness of the program. Result: Measure ROI. Implementation Support Debugging the transition from current state to future state. Result: Sustainability. Result: Culture change. 16 Copyright 2015 Kepner-Tregoe, Inc. All Rights Reserved.

17 Problem Management: Best Practice Process Test and Document Assumptions If x is the true cause of y then how does it explain Perform fully for each IS/IS NOT Pair Perform for each possible cause SA Discovery Impact Summary PA Problem Statement Before Continuing: Do we have a deviation? Is Cause Unknown? Do We Need to Know to take effective action? PA Quick IS/IS Not Tips: Focus on gathering strong data around the WHAT section Look for IS NOTs that are related and similar to the IS Default Path: Use What you Know Do I have enough data and confidence in a possible cause? Alternate Path: Distinctions and Changes Trigger: Too many ideas, Ideas Fail or Not Enough Data PA Distinctions PA Find Related Changes Ask: What is different odd special or unique about IS vs IS NOTs? Focus on the IS. What has changed around those differences? PA Think of Causes PA Test Causes Against IS/IS Nots Choose the most reasonable Go Verify Cause Decide on Action Think Beyond the Fix 17 Copyright 2015 Kepner-Tregoe, Inc. All Rights Reserved.

18 KT Client Results Major US retailer 4 Months: Reduce variability of MTTR on Priority 1 & 2 incidents by 50% Major smartphone manufacturer 6 Months: Increased customer satisfaction by 24 Points 8 Months: Decreased time to resolve by 40% Siemens Using a single problem analysis, solved plant defect that persisted for years $2.8 Million in annual savings DRS Optronics Prevented shutdown of $25M/year product line, avoided retrofit of $2.2M in year one, and $4.4M in year two Major insurance company Average critical incident length declined by 70%. Sustained for 3 years (current) End user downtime declined by 65% over two-year period 18

19 Problem Management with ServiceNow Michael Malcangio Product Manager 19

20 ServiceNow The Enterprise IT Cloud Company Enterprise IT Cloud NYSE: NOW Strong Revenue & Growth Cloud-based Service that Modernizes and Transforms Enterprise IT 2,200+ 2,100+ Enterprise Customers Global Employees $478M Trailing 12-Month Revenue *$652M to $657M Highly Secure and Available Enterprise Cloud SaaS Business Model Major Sites San Diego, Silicon Valley, Seattle, Amsterdam, London, Sydney $424 M $13 M $28M $64M $128 M $244 M $139 M FY08 FY09 FY10 FY11 FY12 FY13 FY14 *Expected 2014 Revenues 20

21 Statistically Speaking ServiceNow application use: 96% incident 87% CMDB but this definitely doesn t mean they are all doing configuration management, mostlikely supporting other processes 77% change 53% problem 21

22 Reality Checks And Visibility Influence Process Maturity 22

23 Kepner Tregoe Structured Problem Analysis Kepner Tregoe is the structured problem analysis application that provides structure to achieve root cause analysis. With Kepner Tregoe Problem Analysis you can: Apply "Clear Thinking" processes to problem analysis Quickly get to the root cause of problems (reduced Mean-Time-To- Resolution) Find the cause of the cause Helps taking permanent corrective action and prevent recurrence 23

24 Kepner Tregoe Structured Problem Analysis Use Case Examples Finding cause of IT related problems. Windows XP user profile gets corrupted Frequently failing service without obvious root cause Can also be used with non ITIL related problems Factory floor issues 24

25 How Does The Feature Work? Kepner Tregoe Structured Problem Analysis The SPA application replaces paper forms and Excel sheets It uses a set of ServiceNow forms Prompting for the right information in context Allows for KT coach interaction using coaching loops 25

26 Structured Problem Analysis Problem IT struggles following a structured and formal way to identify root cause consistently and in a repetitive manner. Solution Standardized on Kepner Tregoe, quickly get to the root cause of problems (reduced Mean-Time-To- Resolution) Find the cause of the cause, taking permanent corrective action and prevent recurrence 26

27 What, Where, When, Extent 27

28 Distinctions and Causes 28

29 Structured Root Cause Analysis 29

30 Structured Root Cause Analysis QUESTIONS? 30

31 Committee Members Presenters Moderators Suggested Topics itsmf USA Problem Management Special Interest Group We Need You! Interested? Contact us via at: Problem Management SIG website: LinkedIn itsmf Problem Management SIG Group: /about Follow us on Twitter Or 31