Presentation for our ground-breaking 24 hour global virtual conference, "Tomorrow's IT Service Future Today" otherwise known as #TFT12. See the full set of resulting videos in our #TFT12 album.
We're already planning #TFT13 - submit to speak at list.ly/2OV
Standard+Case is about applying a body of knowledge called Adaptive Case Management to ITSM, synthesising it with our existing ITIL process approach. This is an exciting new concept from the IT Skeptic that will radically improve the way we handle responses to any sort of "tickets". 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. The S+C approach addresses criticisms of other Service Management approaches like ITIL for being too process-centric and not allowing knowledge workers to be empowered. S+C also provides a good skills path for service desk analysts that fits well with gamification.
If you only look at one new idea this year, look at this one. It is an ITSM game-changer.
Learn more at itskeptic.org/standard-case
See Rob England's TFT speaker board on Pinterest: pinterest.com/servicedesk/rob-england