Stay cool … when it gets hot! INCIDENT / PROBLEM MANAGEMENT

1. Stay cool … when it gets hot!INCIDENT / PROBLEM MANAGEMENT Thinking Correctly Under Pressure

2. The changing service operations landscape Service is being recognized as a value added function Uptime of services, applications and systems is key Consistency and quality becomes a competitive advantage Being able to Think Correctly Under Pressure (TCUP) is a necessity, a must – not a want in today‘s environments.

3. Can‘t take the heat? You are not alone.. Trying the same things over and over again expecting different results? It may be time to try another approach.

4. TCUP taken to the extreme Consistency and quality becomes a competitive advantage…. ……or might even save lives!

5. Thinking under pressure – Trainable? Obvious jobs with a high degree of TCUP There is a wide spread consensus that emergency services need to be technically and mentally capable to deal with life threatening situations!

6. When I said I route traffic I meant data! How about the IT Services world?

7. It might not be saving lives, but .. And many others…. • First time • Fix Rate • (FTFR) • Costof Service • Customer • satisfaction / • customer • retention • Mean-Time-To-Restore (MTTR)

8. Driving Forces Good quality consistent communication, decision making and thinking are driven by key forces. You have the power to drive them!

9. Driving forces of TCUP mean …

10. Driving forces of TCUP mean …

11. Let's do a quick math problem: A bat and a ball cost together 1,10 €. The bat is 1,00 € more expensive than the ball. How much is the ball?

12. How much is the ball? • 20 cents ??? • 10 cents ??? • 5 cents ??? • Intuition vs. reasoning (1+X)+X=1.101+2X=1.102x=0.10x=0.05

13. Enabling predictable performance Having the right skills to stay in control, create oversight and avoid jumping to conclusions Character – Abilitytocopewith Stress Skills – Brain Software Neuroscience – Brain Hardware

14. Brain Hardware and OS… 2 primary hardwired processes to decide on what to do ! Emotional tagging Is where emotional information attaches itself to the thoughts and experiences stored in our memories. This emotional information tells us whether to pay attention to something or not. Pattern recognition Integrates as many as 30 different parts of the brain and means that in a new situation we make assumptions based on prior experiences and judgement (source: Harvard Business Review Feb 2009 )

15. Brain Hardware and OS… 2 primary hardwired responses Reward Engagement increases dopamine levels Improves collaboration Increases quality of rational thinking Threat Threat response is easily triggered. Takes resources from prefrontal cortex Inhibits solving complex problems (source: Neuroleadership Journal 2008 issue 1)

16. FACTORS IN RESPONSE BEHAVIOUR STATUS - People perform worse when status is threatened CERTAINTY - a sense of certainty is increased through explicit processes AUTONOMY – tends to be reduced in emegencies; being in a corner inhibits performance RELATEDNESS – we work better when we feel connected to other people FAIRNESS – time pressure will tend to produce unfair demands

17. RECIPE FOR SUCCESS • Increase certainty through process • Practice on the easy • Select the best people • Filter out Status and Fairness threats • Use autonomy wisely

18. INCREASING CERTAINTY THROUGH PROCESS Individuals knowing what to do, why they are doing it,and how it is to be done ?

19. Predictable performance “Implementing and improving a process is key for predictable performance!”

20. Sequential Logic KT – A defined, logical sequence of steps List Concerns Separate/Clarify Set Priority Logical Process Flow State and Specify Problem Distinctions and Changes Testing/Verifying Possible Causes Time

21. Understand the quality whilst under way

22. Case Study- the Bugmarket incident • You have details of a major incident under your seat / or you will get them right now • You have 10 minutes to respond initially • Write down / memorize what you believe are the 4 most important facts • What question would you like to ask next? • When asked to do so share your findings with the person next to you.

23. The Problem Statement Bug Market Web Login takes 5 minutes 1 DEVIATION 1 OBJECT • focus!!! • make sure the team talks and thinks about the same problem • foundation for any problem-knowledge-mgmt-system

24. Bug Market Web Login takes 5 minutes IS IS NOT • BugMarket web client • Login takes around 5 m in • BugMarket Web client connecting to the web server in Spain • BugMarket web client on user computer • January 21st, NMD • 2-4 times per day 06/02/08 @ 13:31:15 - 13:34 06/02/08 @ 14:48:33 - 14:51:28 • After clicking the "Login" button • All users on all machines • Problem lasts for 4 to 5 min • BugMarket native client login • Login fails /< 4 min / > 6 min • BugMarket Web client connecting to the web servers in India & Canada • BugMarket native client on user computer • before that • more frequently (NMD) Every login • Trying to load the login page • Only some users, all users on some machines • Longer or shorter lengths of time WHAT WHERE WHEN EXTENT

25. Let´s test possible causes!

26. Bug Market Web Login takes 5 minutes IS IS NOT • BugMarket web client • Login takes around 5 m in • BugMarket Web client connecting to the web server in Spain • BugMarket web client on user computer • January 21st, NMD • 2-4 times per day 06/02/08 @ 13:31:15 - 13:34 06/02/08 @ 14:48:33 - 14:51:28 • After clicking the "Login" button • All users on all machines • Problem lasts for 4 to 5 min • BugMarket native client login • Login fails /< 4 min / > 6 min • BugMarket Web client connecting to the web servers in India & Canada • BugMarket native client on user computer • before that • more frequently (NMD) Every login • Trying to load the login page • Only some users, all users on some machines • Longer or shorter lengths of time WHAT Possible Cause : Out of date registry entries for the Local System Account for database connections still point to other databases that are no longer accessible. Possible Cause : Network issues? WHERE X Why native client not affected?? WHEN Only CQ Web was affected, as the stale registry keys were only present in the HKEY_USERS\.DEFAULT hive, which does not affect the native client on the same machine. EXTENT

27. Driving forces of TCUP mean …

28. Sample form to document progress

29. A template for sharing information an infrastructure necessary to capture and share essential information

30. STAKEHOLDERS’ LEGITIMATE DEMANDS • See you have understood the situation • Show you understand the business impact • Have a plan towards resolution • Meet key milestones in the investigation • Are able to isolate the affected area • Have a credible fix (high probability of working)

31. Driving forces of TCUP mean …

32. Feedback loop having a feedback loop in placeto allow effective review and continuous improvement

33. Driving forces of TCUP mean …

34. Communication – right channels Reduce Status and Autonomy threats by having separate channels to communicate progress to stakeholders Leave the “solvers” to do what they do best

35. MANAGING AUTONOMY • Autonomy is not a free for all! • Major incidents need a strong framework of expectations in which an individal can navigate. This includes: • Quality standards for incident data • Time points when key data gathering needs to be completed • Sequential logic supports setting of standards

36. BUILDING RELATEDNESS • Attacks from the users don‘t help our support teams feel part of the group • Build feelings of relatedness through a strong Incident Facilitator who: • Advocates the issues to the technology community • Builds understanding of the business issues at play

37. AREAS FOR IMPROVEMENT

38. Right Enabling Predictable performance Infrastructure Right Channels Feedback So what do these driving forces mean for you?

39. Q&A

40. Contact information Kurt Plambech Associate Consultant Service Excellence Nordic 0045 2334 0144 kpman@sv60.dk Stefan Brahmer Senior Consultant Service Excellence EMEA 0049 170 1611566 sbrahmer@kepner-tregoe.com