CHALLENGE
At the start of the project in 2021, [Product Suite] had thousands of open issue and enhancement tickets in production. New business was being won but there was no reliable or consistent issue management process in place.
SERVICE DESIGN
Improving multi-channel,
cross-team operational processes
THE APPROACH
PHASE 1
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Mapped current state process across ecosystem
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Identified 37 pain points & 101 ideas to improve the process
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Prioritized solutions for an action plan
MY ROLE
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Planned & coordinated sessions with project owner
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Ran stakeholder interviews for current state map
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Facilitated sessions in Mural
FROM WORKSHOP TO WORKING MODEL
Photo by Tima Miroshnichenko from Pexels
Continued Success Beyond Workshops
SEPT 2021
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All new tickets are tied to epics & are properly tagged. Current tickets in process.
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Secured the vulnerabilities for premature go orders & 3rd party visibility.
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Participating teams are aligned on a common process & major deviations were eliminated for issue resolution.
MARCH 2022
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Service Design Blueprint for ticketing in separate project we facilitated is being used to create a new ticketing process for this product suite.
PROCESS DIVIDENDS
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Improvements in several processes are being used in different parts of the organization to drive significant business outcomes.
UP NEXT
PHASE 2
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Update current state process
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Identify new or lingering pain points
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Prioritize issues
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Map a future state
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Gap Analysis
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Implementation Plan
