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 Implementation

  • 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 Implementation

  • Significant Reduction of Major Incidents.


Implementation
Implementation Implementation

  • Dedicated, Supported Resource

  • Focused on:

    • Problem Resolution

    • Problem Process creation and improvement

  • Realistic Scope Limits


Clear definitions
Clear Definitions Implementation

  • 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 Implementation

  • 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 Implementation

  • KPI Recording and Reporting

    • Major Incident KPI

      • # Major Incidents

      • # Incident Reviews

      • # Permanently Resolved

    • Problem KPI

      • New

      • Closed

      • Outstanding


Communications
Communications Implementation

  • 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 Implementation

  • Significant Reduction in Major Incidents

  • Significant Reduction in Problems

  • Culture of Continuous Improvement

  • Enhanced team communications

  • Enhanced management awareness

  • Enhanced customer relationships


Mi qtr prev yr qtr reductions
MI Qtr/Prev Yr Qtr Implementation% Reductions



Mi qtr to prev qtr
# MI Qtr to prev Qtr Implementation


24 month kpi summary
24 Month KPI Summary Implementation



Summary problem management benefits
Summary: Implementation 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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