observed benefits of a realistic problem management implementation
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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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Presentation Transcript
presenter harry sachs
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
G o a l
  • Significant Reduction of Major Incidents.
implementation
Implementation
  • Dedicated, Supported Resource
  • Focused on:
    • Problem Resolution
    • Problem Process creation and improvement
  • Realistic Scope Limits
clear definitions
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.
scope
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
monitoring progress
Monitoring Progress
  • KPI Recording and Reporting
    • Major Incident KPI
      • # Major Incidents
      • # Incident Reviews
      • # Permanently Resolved
    • Problem KPI
      • New
      • Closed
      • Outstanding
communications
Communications
  • Major Incident Reviews
  • Management Reports
    • Casino Major Incident Reports
    • Major Incident Summary
    • Problem Summary
    • Quarterly KPI
  • Enhanced User  Support problem updates
observed benefits
Observed Benefits
  • Significant Reduction in Major Incidents
  • Significant Reduction in Problems
  • Culture of Continuous Improvement
  • Enhanced team communications
  • Enhanced management awareness
  • Enhanced customer relationships
summary problem management benefits
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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