I finally managed (delay due to my work and other pressures) to go through the ‘Standard+Case’ (S+C) approach that Rob England (The ITSkeptic) has come up through the Basic Service management site as well as the recently released book of his (Haven’t got to the book myself yet, will get soon!).

The concept and approach is definitely pretty interesting and useful in an ITSM (and of course generic Service management) context – more specifically in service support world of incidents, Service requests and problems.

ITIL® has been dividing the support requests (or tickets in a more popular terminology) into Incidents, Service Requests, Problems, Change requests, Access requests etc  – to be handled by respective, best-practice driven, processes.  The process–driven approach of ITIL® (which the framework has been trying to shrug-off not-so-successfully through the Lifecycle approach of V3 and 2011 editions) has been often criticized to create process-silo in organizations.

The S+C approach kind of cuts the support domain in a different plane. Irrespective of the request to IT  is incident, Service request, Problem , change or any other , the approach to the response can be broadly classified into two:

  • Standard: Predefined because they deal with a known situation, known solution, well defined actions etc.
  • Case: An unknown or unfamiliar situation that rely on the knowledge, skills and professionalism of the person dealing with them

ITIL® has references to concepts to practices such as Incident models, Request models etc which in a way relate to the Standard cases. However, it is not as distinctly and prominently established as would be, if someone adopts an approach like the S+C model.

The key points that I like about the model and approach are:

  • It is complementary to ITIL®or any other models. It doesn’t try to say ITIL® is wrong and hence here is the alternate way of doing ITSM. I have a strong belief in the basic structure and principles of ITIL®, and anything that complements or enhances or fine-tunes the existing principles are the ones I personally, would want to adopt.
  • It is very simple(as opposite to ‘complicated’ and not to ‘difficult’) yet powerful– small organizations and those organizations who are not familiar with and/or established the concepts of Incident, Problems, Service requests etc. can still adopt the approach onto their existing practices.
  • Easier way of communicating to business or non-IT and agreeing on timelines, SLAs etc. As Rob has mentioned in the introduction to the model, it is a terminology/approach already in use in many other service scenarios such as hospitals, law and order, etc.
  • The approach of ‘adaptive case management’ and not trying to put Cases into a defined process – this has been a concerning factor for me in ITIL® problem management,  to some extent in Incident/Major Incident handling and in some instances of business requests for new/changed services.

However, the following points are also worthwhile to be noted: (more…)