DESIGN THINKING - FINAL ASSESSMENT REFLECTION

Challenge:    In my present organization, I am part of the Pre-Sales Solution Design Group, specializing in  service management tools and platforms. My primarily responsibilities involves designing and  setting up tools platform for our managed services delivery teams, designing solutions that  address very specific customer issues and suggesting improvements areas and new tools  keeping in mind customer demand and market trends.   One of account delivery manager has got in touch with me to inform that the current tools  platform they use for providing services is outdated. This is causing issues in day-to-day  delivery of services especially around performance and availability. The Delivery Manager wants  my team and me to look into setting up a modern service management tools platform. Using a  design thinking tool, we aim to identify the root cause that is causing issues pertaining to  performance, availability, leading to SLA non-compliances and penalties being imposed     Selection:    After careful consideration, we have decided to go ahead with the learning launch tool. By using  the learning launch tool. We will be able to generate an idea and develop a prototype, that will  be further refined and lay a foundation for a modern service management tools platform.      Application:    During the learning launch exercise, our first task was to evaluate the current service  management tools platform. With this we hope to evaluate the following:

1. health of the core underlying infrastructure on which the tools are hosted,

2. study any issues with tools deployed

3. Integrations between tools

The above would help us test the following:

1. current health of the underlying infrastructure and tools and

2. ascertain if infrastructure and tools are future ready,

3. OEM warranty support

4. scalable to meet future demands.

We set-up a first meeting with all relevant stakeholders (delivery manager, L2 and L3 resources  and current tools platform support team) to seek their views on the current issues and specific  challenges they are facing.  Post this meeting we created a report with our findings,  assumptions and ideas on how these issues can be addressed.  In the subsequent meeting, our assumption that core underlying infrastructure was key issue to  the problems at hand was put to test. Post this meeting, we realized that we had correctly  identified the main challenge/issue.

Insight  By using the design thinking tool - Learning Launch, we were able to accurately come up with  assumptions and design a prototype which will help us test our assumptions. By using this  approach, we hope to strive towards a common goal, which is improving our services, being  SLA compliant and avoiding penalties.   Our design for the first prototype included setting up a modern service management tools  platform on latest public cloud technologies and incorporating best practices and methodologies  for tools deployment and integration. The first prototype was demonstrated to the stakeholders  for their review and feedback. The prototype will be refined further, based on feedback from  relevant stakeholders. During one of the demonstration sessions, we received feedback that  there should be a Continual Service Improvement (CSI)  plan in place to ensure success. The  second feedback we received was on our tools selection. Initially our assumption was to deploy  a on-premise ticketing tool and migrate the ticket data from the existing tool to the new tool. One  of the stakeholders suggested to use a SaaS based Ticketing Tool instead of a on-premise  ticketing tool and data migration will pose challenges. The feedback we received, helped us to  refine our assumptions and build a better prototype.  We will continue to evolve our prototype till it is acceptable for use and production ready.       Approach:     I would definitely be using the learning launch technique in next project that I undertake as this  gave me a very clear insight into the current challenge and Iwas also able to clearly illustrate my  assumptions and develop and refine the prototype post feedback. Visually showcasing a  prototype and getting the stakeholders to use and comment, further strengthens my decision in  choosing this technique.


DESIGN THINKING - FINAL ASSESSMENT REFLECTION Challenge : In my present organization , I am part of the Pre - Sales Solution Design Group , specializing in service management tools and platforms . My primarily responsibilities involves designing and setting up tools platform for our managed services delivery teams , designing solutions that address very specific customer issues and suggesting improvements areas and new tools keeping in mind customer demand and market trends . One of account delivery manager has got in touch with me to inform that the current tools platform they use for providing services is outdated . This is causing issues in day - to - day delivery of services especially around performance and availability . The Delivery Manager wants my team and me to look into setting up a modern service management tools platform . Using a design thinking tool , we aim to identify the root cause that is causing issues pertaining to performance , availability , leading to SLA non - compliances and penalties being imposed Selection : After careful consideration , we have decided to go ahead with the learning launch tool . By using the learning launch tool . We will be able to generate an idea and develop a prototype , that will be further refined and lay a foundation for a modern service management tools platform . Application : During the learning launch exercise , our first task was to evaluate the current service management tools platform . With this we hope to evaluate the following : 1 . health of the core underlying infrastructure on which the tools are hosted , 2 . study any issues with tools deployed 3 . Integrations between tools The above would help us test the following : 1 . current health of the underlying infrastructure and tools and 2 . ascertain if infrastructure and tools are future ready , 3 . OEM warranty support 4 . scalable to meet future demands . We set - up a first meeting with all relevant stakeholders ( delivery manager , L2 and L3 resources and current tools platform support team ) to seek their views on the current issues and specific challenges they are facing . Post this meeting we created a report with our findings , assumptions and ideas on how these issues can be addressed . In the subsequent meeting , our assumption that core underlying infrastructure was key issue to the problems at hand was put to test . Post this meeting , we realized that we had correctly identified the main challenge / issue . Insight By using the design thinking tool - Learning Launch , we were able to accurately come up with assumptions and design a prototype which will help us test our assumptions . By using this approach , we hope to strive towards a common goal , which is improving our services , being SLA compliant and avoiding penalties . Our design for the first prototype included setting up a modern service management tools platform on latest public cloud technologies and incorporating best practices and methodologies for tools deployment and integration . The first prototype was demonstrated to the stakeholders for their review and feedback . The prototype will be refined further , based on feedback from relevant stakeholders . During one of the demonstration sessions , we received feedback that there should be a Continual Service Improvement ( CSI ) plan in place to ensure success . The second feedback we received was on our tools selection . Initially our assumption was to deploy a on - premise ticketing tool and migrate the ticket data from the existing tool to the new tool . One of the stakeholders suggested to use a SaaS based Ticketing Tool instead of a on - premise ticketing tool and data migration will pose challenges . The feedback we received , helped us to refine our assumptions and build a better prototype . We will continue to evolve our prototype till it is acceptable for use and production ready . Approach : I would definitely be using the learning launch technique in next project that I undertake as this gave me a very clear insight into the current challenge and Iwas also able to clearly illustrate my assumptions and develop and refine the prototype post feedback . Visually showcasing a prototype and getting the stakeholders to use and comment , further strengthens my decision in choosing this technique .