Observed Benefits of a Realistic Problem Management Implementation.

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Presentation transcript:

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 Significant Reduction of Major Incidents.

Implementation Dedicated, Supported Resource Focused on: Problem Resolution Problem Process creation and improvement Realistic Scope Limits

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 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 KPI Recording and Reporting Major Incident KPI # Major Incidents # Incident Reviews # Permanently Resolved Problem KPI New Closed Outstanding

Communications Major Incident Reviews Management Reports Casino Major Incident Reports Major Incident Summary Problem Summary Quarterly KPI Enhanced User  Support problem updates

Observed Benefits 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 ReductionQuarterMonthsFiscal Year 11%Q4Jan-Mar %Q1Apr-Jun %Q2Jul-Sep %Q3Oct-Dec

Adjusted for External events MI ReductionQuarterMonthsFiscal Year 11%Q4Jan-Mar %Q1Apr-Jun %Q2Jul-Sep %Q3Oct-Dec

# MI Qtr to prev Qtr

24 Month KPI Summary

Questions Comments Feedback

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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