This document discusses the Standard+Case approach to improving service response. It addresses issues with current processes being seen as bureaucratic and inflexible. The Standard+Case approach combines standard models (like request, incident, problem, change) with case management principles. Case management involves dynamic execution states, actions, inputs/outputs, and resources based on the specific case. The approach aims to balance standardization with flexibility to adapt to each unique case or situation. It discusses applying people, processes, and technology elements like collaboration, knowledge management tools, and ticketing systems to enable the Standard+Case approach.

1. Standard+Case
Improving service response
v5
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2. Issues addressed
• Customers see IT as
bureaucratic, inflexible
• Staff feel process bound
• Process doesn’t adapt to
a changing world
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3. Issues addressed
• Real world falls off the page
• Request catalogue only
handles half
• Long running tickets
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4. Fireman’s conundrum
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5. Doctor’s conundrum
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6. Standard+Case
Standard
+
Case
=
Standard+Case approach

7. Generic “response” process

8. Standard Models
• Request
• Incident
• Problem
• Change

9. Case
Management
• medical
• crime
• legal
• social work
• audits
• emergency responses
• military attacks

10. Case
Management

11. • a series of execution states
• states are determined dynamically
• external events can change the state.
• options for action at each state
• actions are chosen dynamically
• Inputs and outputs decided
dynamically
• resources chosen dynamically
o templates, checklists, content,
policy, procedures, tools,
people...
• states and actions are unpredictable
• goals will change as the case
develops
• planning is part of execution
Case
Management

12. Standard+Case
Standard models
+
Case Management
=
Standard+Case approach

13. Standard+Case
there's either a standard model or there isn't
Standard
Case

14. If (XXXXXXXXXXXXXX)
XXXXXX
Else if (XXXXXXXXXXXXXX)
XXXXXX
Else if (XXXXXXXXXXXXXX)
XXXXXX
Else if (XXXXXXXXXXXXXX)
XXXXXX
Else if (XXXXXXXXXXXXXX)
XXXXXX
Else
:Yikes!
Call ExceptionRoutine
(“I don’t know what to do”)
End if

16. People
Process Practices
Technology Things
Process
Technology

17. People
• Collaboration
• Empowerment
• Skills
• Motivation
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18. Gamification
Service Desk
Play
Options
Configure
Profile
You have 23 requests remaining
Level up to Request Hotshot
Unlocked Network Ninja
3 incidents will exceed SLA today
7 callbacks will get you to Best Friend status
You are 2nd top resolver for the month
6 unassigned requests on queue
Boost your queue to 29
You need 30 to unlock Power Responder
Level 3 hotshot

19. Practices / Process
• Emergent
• Diversity
• Knowledge-centric
• Policy and controls
• Review

20. Process

21. Process

22. Improvement

23. Things / Technology
• Resources
• Templates
• Workflow
• Checklists
www.basicsm.com/
checklists

24. Tools
• Knowledge
management
• Content management
• Collaboration and
communication
• Ticketing

25. More…
www.basicsm.com/standard-case

26. Standard+Case
• Clarifying and expanding the theory
• Improving performance
• Empowering knowledge workers
• Improving morale
• Empowering the customer

27. Standard+Case
S+C applies to anything that requires a human
response:
there's either a standard response or there isn't