Trouble Management Customer Service and Marketing FABIT Meeting February 24, 2005

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.