- Tapa blanda: 112 páginas
- Editor: Createspace Independent Pub; Edición: 1 (21 de mayo de 2013)
- Idioma: Inglés
- ISBN-10: 1482061740
- ISBN-13: 978-1482061741
- Valoración media de los clientes: Sé el primero en opinar sobre este producto
- Clasificación en los más vendidos de Amazon: nº1.361.005 en Libros en idiomas extranjeros (Ver el Top 100 en Libros en idiomas extranjeros)
Plus! The Standard+Case Approach: See service response in a new light (Inglés) Tapa blanda – 21 may 2013
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If your customers see your group as bureaucratic and inflexible... If your staff feel process bound... If your process doesn't adapt to a changing world... See service response in a new light. Standard+Case is an exciting new approach to categorising and resolving any sort of response activity, such as service desk, tech support, public safety, social welfare, or health. If you have anything to do with responding to situations when providing a service, read this. It will change your view of how responses are handled. Standard+Case applies to anything that requires a human response: there's either a standard response or there isn't. Standard+Case is a new paradigm for categorising and resolving any sort of response "tickets", such as service desk requests (including incidents), problems, or operational changes. The phrase “a new paradigm” gets much over-used but this time it applies. This approach changes the way we think about everything to do with response. Standard+Case is a universal approach to responding to situations. It offers the following tangible benefits: • better utilisation of staff resources through greater throughput of responses because of more effective and efficient resolution of unknown and unfamiliar situations • reduced user down-time and time spent waiting on responses • fewer errors in complex and complicated situations. Standard+Case offers the following intangible benefits: • greater flexibility in responding to user needs • higher customer and user satisfaction • improved staff morale • better metrics: greater predictability of Standard responses and more meaningful monitoring of Case responses Much of our thinking in providing service is drawn from manufacturing, and focuses on standardisation (definition, repeatability) and statistical improvement of repeated tasks. But we no longer live in an industrial economy; we live in a service economy. We no longer manage industrial production lines; we manage the delivery of services to people. People cannot to be standardised. Much of our traditional approach tries to make them be standardised: to engage users in a standard manner, to respond back to them in equally standard ways. We pretend the world is standardised. When it is not - when non-standard things happen - we treat them as exceptions, and as failures of the system. Think of long-running incidents, or requests that do not fall into any defined category. As a consequence, non-standard responses are poorly controlled, misleadingly reported, and no formal practices exist; so there is minimal structured improvement of how we deal with them. Standard+Case acknowledges reality: much of our service activity will always be non-standard and has to be dealt with in a formalised way in order to manage, report and improve it as we do for the standardised part. We do that by treating non-standard responses as cases. Standard+Case accepts that much of the service world is non-standard. It is not a new way of responding to situations; it is simply a new way of looking at what we do now. We do respond to non-standard situations now, but we have little rigour around who and how. Standard+Case formalises and brings rigour to our ad-hoc response, so that all instances of service response are managed, reported and improved, not just the standard ones.
Biografía del autor
Rob England is a self-employed IT commentator and consultant. He consults in New Zealand on IT governance, strategy and processes. Internationally, he is best known for his blog The IT Skeptic and half a dozen books on IT, and he speaks widely at conferences and online. Rob was the NZ IT Service Management Champion for 2010 and his blog was voted the best "IT consultant and analyst" blog in the UK's Computer Weekly IT Blog Awards for 2010. He is an acknowledged contributor to ITIL (2011 Service Strategy book).
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Rob's humble way of explaining things comes through brilliantly, flawlessly. It makes you slap your forehead and mutter 'this makes a lot of sense' while your significant other looks at you puzzled. You want to leap out of your chair to do this. It re-frames everything you do around the concept of Standard+Case. There's either a standard response, or there isn't.
I read this twice in a period of 4-6 weeks. It's that good. I'm glad that the Kindle edition stores my highlights and notes, because I fully expect to come back to them in the future. Give yourself a nice gift today and get this book. Get involved. Follow Rob on his Twitter account, and check out the presentations made for S+C in the global TFT12 and TFT13 conference (go to YouTube and search for them. Plenty of good content from other resources as well).
You'll never look at responding to your clients in the same way again.
1. Rob did an admirable job explaining his Standard+Case model in detail: how the model works, when the model is appropriate to deploy, why we should care, etc.
2. As someone with IT operations background, I believe Rob's advice and recommendations are actionable. Theories and high-level frameworks are good to know, but the rubber will eventually need to meet the road. I am convinced that Rob's approach can work for many IT organizations.
3. If you have had exposure to Rob's work via his blog, speaking sessions, or his books, you know Rob likes to call things as he sees them. This book is no exception.
While I do not have anything negative to say about the book, I would like to bring up one observation. People reading this book should be aware that the "Standard+Case" model is not presenting anything new or revolutionary when compared to ITIL. Rather, it is another way of looking at how we can do things. If you already have implemented ITSM leveraging ITIL with satisfactory results, I am not sure Rob's model is going to bring you an even more spectacular result.
That said; I would encourage strongly giving Rob's model a try if you are struggling to get organized in the service response area. Respectable frameworks such as ITIL and PMBOK call out what the minimum, basic professional standards ought to look like. When properly implemented with discipline and care, I believe Rob's model can help an organization achieve that basic, professional level and be more effective at what they do.
Rob takes you slowly in to the world of Standard+Case and you will frequently be aware of yourself nodding you head in consent, while he thoroughly describes and explains both the benefits and dangers with it. The content is not only practical and full of examples, it broadens your view from traditional IT and set the stage for any organization that wants to achieve and deliver superior support.
After you have read this book you will have a good ground and recommendations for how to manage Standard+Case covering pointers for how to think considering tools, policies, classifications, strategies etc. it's a must for anybody that wants to take the next step in support evolution.