Search Our Site


People Are Talking

Tomorrows IT News, Today.

« Understanding Standard+Case ITSM Weekly The Podacst Episode 113 | Main | Mindful Cyborgs - Episode 5 - Quantified Monkeys in Cybersapce »

Understanding Standard+Case - Practitioner Radio Episode 44


Understanding Standard+Case - Practitioner Radio Episode 44

Rob England’s Thunder Bolt Tip of The Day: Stop pretending that the world can be standardised because people and systems won’t be - we have to deal with both the standard and non-standard sides of the world.


  • Shout out to Gregory Baylis-Hall in UK, who tweeted: "it's like having my own "podcast" mentor series - real good stuff "
  • And Tobias Nyberg of Sweden
  • Can we summon someone from further away….?
  • Welcome to Rob England!
  • Only podcast Rob listens to religiously
  • Freud has 55 years’ worth of research, limited number of publications. ITSkeptic out-paces Freud!
  • Not just blogs – 7 books
  • Standard+Case book now out
  • Overview: 
  • Idea came after thinking about Case Management – how other industries manage cases with case workers and case management e.g. medical cases. Thought how could we use this to think about Service Management and realised often frameworks are trying to standardise the work, so we need case management as well to deal with the non-standard situations.  Response can either be standard or can be different which is ‘case’.
  • Troy - need base policy but latitude to tailor to individual cases
  • Why don’t we certify users? Some know what they’re talking about – model says you can do that.
  •  Have to go through standard gating usually, but potential for special users to go straight to case workers
  • Some people’s frustrations come from being forced through standard when they do that themselves first
  • First have to define what is Standard and when it’s appropriate to use case management 
  • Not everyone is equipped to be a case worker
  • Eg. Police officers start on the beat, pass exams, have enough experience to become a detective
  • Historically we’ve focused on standard and the unique bits have been blank boxes ‘go off and resolve’ with no optimisation to help how to do this
  • Difference between Case and Problem?
  • There are incidents that are standard and case and problems that are standard and case
  • Think about how we deal with cases more – we do already but Standard+Case gives us a more formal way.  Not foregoing process, it’s just the process is at higher level – running by general principle, more latitude
  • Accountability is important – this helps, as it formally says it’s not always as simple as it looks
  • It’s more ‘practice’ than ‘process’ as it’s not a set of steps to follow its more do whatever you need to do within these limits, within this policy, by these principles i.e. within the limits of the law
  • Diversity is important so that we can learn ways to deal with different types of cases
  • Episode 19 
  • Table of contents - it’s a Manifesto – a synthesis of what Rob’s seen and heard plus the realisation that you can put Standard+Case together
  • Can’t always have SLAs for major incident cases. Logical but not so easy to sell!
  • Gregory Bayliss Hall if you listen – tweet Chris for a free copy of Standard+Case
  • Rob will be running workshop at conferences and events, thinking about online videos
  • Troy - Pink leadership forum in Pheonix Arizona, 12th 13th August 
  • Rob – see at SDI13, TFT13, Sweden, and Autralian conference in August
  • Rob England’s Thunderbolt Tip of the Day: Stop pretending that the world can be standardised because people and systems won’t - we have to deal with both the standard and non-standard sides of the world.

Listen below or download the MP3 HERE!  / iTunes / PinkAPP for BlackBerry, iPhone and Android



PrintView Printer Friendly Version

EmailEmail Article to Friend

Reader Comments

There are no comments for this journal entry. To create a new comment, use the form below.

PostPost a New Comment

Enter your information below to add a new comment.
Author Email (optional):
Author URL (optional):
Some HTML allowed: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <code> <em> <i> <strike> <strong>
by Chris Dancy