Plus! The Standard+Case Approach

Rob England

Published by

Two Hills





Reviewed by

Mike Rees IT Consultant MBCS CITP


8 out of 10

The book is written for service management practitioners in general and ITSM practitioners in particular, and assumes a basic understanding of service management.

It is aimed at those who are working on service desks, technical support, public safety, social welfare or health care and who need/want to improve service levels and therefore customer satisfaction.

The book attempts to produce a single methodology that combines responding to both standard and non-standard (case) scenarios.

The author was inspired by another source (Workflow Management Coalition), which classified that ‘highly predictable and highly repeatable business situations are best supported with BPM’, and ‘unpredictable and unrepeated business situations are best handled with [case management]’.

The book starts by examining the existing and separate nature of standard and case management models and why many of the approaches derived from the manufacturing industry don’t easily fit with non-standard situations and knowledge workers.

The early chapters cover the merging together of the Standard+Case model as a means of routing all issues that do not fit a predefined model or where there is no existing model into a case management loop.

The middle sections of the book look at the ITSM ‘people/process/technology’ layers (which the author changes to ‘people/practices/things’) and how the Standard+Case model impacts on these. This is followed by a fictitious case study of Standard+Case at work.

The final section covers adopting Standard+Case. Some additional resources can be found on

There are some convincing arguments about how the merging of the two models is ultimately more efficient, although I can see that it’s going to be a bit tricky negotiating SLAs, which differentiate between standard and non-standard (i.e. case) issues.

Certainly those with experience of ticket systems will have come across certain types of tickets that are never closed. With the Standard+Case approach these tickets are dealt with via case management (and by a higher level of expertise if necessary), and are then fed back into the loop.

Key however is that the case management records are reviewed to see if either a new standard process or a change to an existing standard process are required.

Even for those readers who are already doing some, much or all of this, it is still worth browsing the material as there are lots of checklists and bullet-pointed ideas. For those not doing any of this, this book should be essential reading.

Further information: Two Hills

November 2013