The Standard+Case approach: applying Case Management to ITSM

skeptic — Mon, 18 Jun 2012 23:44:25 +0000

Here is an exciting new approach to categorising and resolving any sort of activity "tickets", such as requests (including incidents) on a service desk, problems, or changes. It is called Standard+Case until somebody comes up with a better name. I know there is so much to read these days, but if you have anything to do with service support or change management, read this. It'll change your year.

Standard+Case is a synthesis of our conventional "Standard" process-centric approach to responding, with Case management, a discipline well-known in some other industry sectors such as health, social work, law and policing.

S+C addresses criticisms of approaches like ITIL for being too process-centric and not allowing customers and knowledge workers to be empowered. S+C does not seek to replace or change ITIL or other theory: it expands and clarifies that theory to provide a more complete description of managing responses.

It provides a good skills path for service desk analysts that fits well with gamification. And Standard+Case is applicable to Problem Management and Change Management (and Event Management...) as well as Service Desk activities. S+C applies to anything that requires a human response: there's either a standard response or there isn't.

For more information about Standard + Case, see the Basic Service Management website.

The IT Skeptic - case

The Standard+Case approach: applying Case Management to ITSM