In this informative webinar, Troy DuMoulin from Pink Elephant and Pat Moran from Axios Systems will describe how key ITIL practices such as Monitoring & Event, Incident and Problem Management pair nicely with Data Analytics, AI-Ops and Kanban boards to create transparency into unplanned work and improve customer success metrics such as time to repair, system availability and customer satisfaction.

1. How to Reduce Unplanned
Work & Increase Customer
Value with Transparency &
Automation
Presenters:
Troy DuMoulin
VP Research &
Development
Pink Elephant
Pat Moran
Solutions Sales
Consultant
Axios Systems

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Agenda
• Understanding the sources of unplanned work
• Moving From Reaction To Learning
• Critical Success Factors For Problem Management
• Using Data Analytics To Identify, Predict and Avoid Major Incidents
• How to identify and make visible unplanned work using ITSM and
Lean tools

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Now Planned Daily Work / Meetings Support / Rework / Surprises
Planned Work
Daily Work /
Meetings
Ideal
The Tyranny of Unplanned Work

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Demand Plan Build Run
Application Dev. – Project Management
Service Support (ITSM)
Incident & Problem Mgmt.
Service Orchestration – IT Service Management
Sources of Unplanned Work
– Cautionary Tale2

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Ad-hoc Support Processes?
No Feedback Loops?

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?

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Antifragility / Blameless Post-Mortems
The means to not only respond to and resist incidents and disruptions of all
kinds, but to use them as an opportunity for learning and adaptation
Resilience
The means to respond to, but also resist, incidents and disruptions of all
kinds
Detect & Respond
The means to respond to worst-case scenarios and protect critical systems
from incidents and disruption
From Reaction To Learning

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An event is any change of state that has significance for the
management of a configuration item (CI) or IT service.
Does not require action at the time they
are identified
Informational
Actions can be taken before the business
experiences negative impacts.
Warning
Indicates a breach to an established norm
Exceptions
Event Management and AI Ops

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Monitoring Event Management
The systematic observation of CIs and
services to detect conditions of potential
significance
Highly automated
Done actively or passively
Records and manages monitored
changes of state defined by the
organization as events
Identifies significance
Initiates the correct control action
Understanding Monitoring and
Event Management

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The purpose of Problem Management is to
reduce the likelihood and impact of incidents
by identifying actual and potential causes of
incidents, and managing workarounds and
known errors.
© Pink Elephant 2020

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© Pink Elephant 2020
Incident Problem
Incidents have an impact on users or
business processes, and must be resolved
so that normal business activity can take
place.
Problems are the causes of incidents. They require
investigation and analysis to identify the causes,
develop workarounds, and recommend longer-term
resolution.
Problem Management has both a reactive as well as a proactive objective. It is not enough to remove an
error from occurring but to ideally prevent it from ever occurring in the first place.
Incidents and Problems

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Link Trends and Related Tickets for Full Loop Lifecycle
Easily link
tickets for
efficient group
management

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Genuine desire to
find the root cause,
not to place blame
Select appropriate
incidents for RCA
People with the right
knowledge and skills
Time is allotted for
RCA activities
Proper definition of
the problem
Use of formal RCA
techniques
Keep it simple!
Measurement
effectiveness
Critical Success Factors For
Proactive Problem Management

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In God we trust.
All others must Bring Data.
-William Edwards Deming
But is Data Enough?

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?

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Easily Manage Problem Trends and Investigations

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Leverage Process Driven Investigation Capabilities
Root Cause
Analysis
allows you to
identify
solutions and
workarounds

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Problem Focused Reports & Trending

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Business
Prioritization
Project
Portfolio
Funded & Prioritized
Projects
Smaller
Enhancements
& Changes
Resourcing
Externalize
to
Expand
Existing
Capacity
Demand
Capture
Service
Retirement
Projects
IT
Foundational
Projects
Changes /
Service
Requests
Business
Projects
Demand
Capture
-
Strategic
Foundational
Tactical
The Planned Enterprise Backlog

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Team
Level
Demand
Capture
Changes /
Service Requests
Request /
Change
Backlog
Prioritized Requests
& Changes
Resourcing
Externalize
to
Expand
Team
Capacity
Erode
Capacity
Unplanned
Work
Incidents
&
Defects
Technical
Debt
Problems Requiring Changes
Unplanned Work & The Team Backlog

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Product Backlog
User Story 2
User Story 3
User Story 4
User Story 5
User Story 1
Demand
Capture
Service
Retirement
Projects
IT
Foundational
Projects
Changes /
Service
Requests
Business
Projects
Unplanned
Work
Problems Requiring Changes
Unknown Sources
?????
Building Visibility Into All Work Types

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© Pink Elephant 2020 pinkelephant.com
Backlog Selected
(3)
Review/Fix
(3)
Validate
(4)
Merge
(3)
Update Docs
(3)
In Progress Done In Progress Done In Progress Done In Progress Done
Done
UNPLANNED WORK
Making Unplanned Work Visible – ScrumBan

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Problem Management Kanban Board

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Thank You!
Contact Details:
Troy DuMoulin
t.dumoulin@pinkelephant.com
LinkedIn: Troy DuMoulin
pinkelephant.com
@theitilexperts
@TroyDuMoulin
Pat Moran
pat.moran@axiossystems.com
LinkedIn: Pat Moran
axiossystems.com
© Axios Systems PLC 2020 / © Pink Elephant 2020

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