WHAT IS A SERVICE BREACH

Jawaid Bhatti

Greater London Authority (Mayor of London)

IT Operations Manager

Jawaid.Bhatti@london.gov.uk

How to deal with it?

CONTENTS

  • Why do we exist?
  • What is a Service?
  • What indicates a Service Breach?
  • What does it mean?
  • What to do?
  • Planning ahead
  • Virtual Briefcase

WHY DO WE EXIST?

  • Past dependency
  • Financial functions
  • Speed & accuracy
  • Time to market & productivity
  • Directly responsible for productivity
  • Business is personal

WHAT IS A SERVICE?

  • We speak about ‘systems’ ...
  • Quarter inch hole ...
  • ‘Consumer’ role ?
  • Why they need technology?
  • Reframe the way you think!
  • Focus on ‘Service’

WHAT INDICATES A SERVICE BREACH?

  • How do you know? ... what is it?
  • Past, current & future breach
  • Loss of service, degradation & breach
  • Where is it recorded (baselined?)

... an incident is a breach waiting to happen ...

WHAT DOES IT MEAN?

  • Loss of productivity
  • Threat to reputation
  • Performance credits/payments
  • Funnel of resources ...

... it’s not what has happened,

but what people think has happened ...

WHAT TO DO?

  • Goal - Bring back service as quickly as possible ....
  • Time is the imperative
  • First 10/60 minutes, 2/8 & 24 hours
  • Adjust your agreements, trend analysis, monitoring & alerts

WHAT TO DO?

  • Goal - Bring back Service as quickly as possible ....
  • Time is the imperative
  • First 10/60 minutes, 2/8 & 24 hours
  • Adjust your agreements, trend analysis, monitoring & alerts

WHAT TO DO?

  • Goal - Bring back Service as quickly as possible ....
  • Time is the imperative
  • First 10/60 minutes, 2/8 & 24 hours
  • Adjust your agreements, trend analysis, monitoring & alerts

WHAT TO DO?

  • Goal - Bring back Service as quickly as possible ....
  • Time is the imperative
  • First 10/60 minutes, 2/8 & 24 hours
  • Adjust your agreements, trend analysis, monitoring & alerts

WHAT TO DO?

WHAT TO DO?

  • Goal - Bring back Service as quickly as possible ....
  • Time is the imperative
  • First 10/60 minutes, 2/8 & 24 hours
  • Adjust your agreements, trend analysis, monitoring & alerts

PLANNING AHEAD

  • Understand all (geo-demographic service mapping)
  • Service trend analysis
  • Share the risk
  • Re-invent your team meetings
  • Build bridges with stakeholders
  • Get in at the basement
  • Four lines
  • 3 minute rule
  • Monitoring on the cheap
  • Demography of services
  • Opportunity to make a friend

VIRTUAL BRIEFCASE

WHAT IS A SERVICE BREACH

Jawaid Bhatti

Greater London Authority (Mayor of London)

IT Operations Manager

Jawaid.Bhatti@london.gov.uk

How to deal with it?

SDI_2010 - Google Slides