PLUS! The Standard+Case Approach
Anyone who has anything to do with responding to situations when providing a service.
Standard + Case applies to anything that requires a response – there’s either a standard response or there isn’t.
Beginner – advanced.
I must admit to being sceptical (no pun intended @ the IT Skeptic) when Rob started to talk about the Standard + Case approach, and the use of ‘Case’ when faced with incidents, requests, changes etc. that we do not have a ‘standard’ model for dealing with.
I couldn’t see that handling these situations, as a ’case’ was different to how most of us manage this today. However, having read Rob’s book, the penny certainly dropped! This book is an eye-opener and a must-read.
Rob is not proposing that Standard + Case (or S+C) is a new practice but is an approach for formalising what happens today when there is no formalised approach available.
This book describes the rigour required when dealing with response situations so that all instances of service response are managed, reported and improved – not just the standard ones. We often have models or procedures to deal with the things we have seen before and know how to deal with. We have categories, workflows, checklists and templates etc. We have the guidance provided by ITIL. But what happens when we are faced with a situation that is unfamiliar? As Rob says, what happens when we fall into that fuzzy cloud that says ‘resolve it’? ITIL gives some guidance for these situations within Problem Management but goes little past root-cause analysis. This book fills the gap.
What is also exciting about this concept is the use of gamification to offer challenges to service desk personnel and the ability of S+C to provide a career path for service desk personnel within the service desk. This has been a challenge for most, if not all, service desk managers who see staff come and go as the service desk is just seen as the doorway into the rest of IT.
I cannot recommend this book highly enough to anyone involved in situation response. It is an easy read and Rob provides a step-by-step approach for adoption of S+C as well as a S+C Tale, which we can all relate to, and brings S+C to life.
As Rob states in his first chapter, “The Standard+Case approach will improve your service response without a great deal of impact or investment in your current ITSM practices and systems”. This is why everyone should consider S+C.
This is a game-changer and I think Rob’s best work yet.
Rating: 5 stars out of 5