I read a post recently by Professor P. Ross S. Wise (aka Donna Knapp) titled ‘Focusing on the Fundamentals‘. I particularly liked this quote:

“It is recognizing that to survive and thrive, there are basic capabilities that every organization is expected to have and continually hone. These capabilities include understanding the nature of value, how the organization’s products and services enable the realization of value, and how to make it easy for consumers to acquire and use those products and services. These capabilities also include understanding the stakeholders involved in the end-to-end value chain, and how to effectively manage relationships with those stakeholders.”

Donna Knapp

Donna’s right; balancing business innovation and operational excellence is not an either/or proposition, and getting the basics right includes making sure your service management system is simple and sustainable.

“the management system that got your organization to where it is, may not be the right one to get your organization where you want it to be in the future.As organizations evolve so should their management systems”


In the recent webinar and accompanying white paper, Service Management’s Missing Link, I explained that a top-down definition of service inherently focuses on the proverbial “end-to-end” — the nirvana of customer experience. But service delivery is complex. Even within a single provider, most ‘end-to-end’ services involve multiple parties in a larger supply chain or network.

From a service delivery perspective, it’s not about the individual components of your service management system, but about how they cooperate as a whole. Establishing a simple, sustainable management system has emerged as service management’s missing link.

You can view the webinar here:

The USM method was developed specifically for this purpose!

Come join us over at the itSMF USA for Unifying Service Management with the USM Method on March 9th at 1PM EST to see how customers are deploying the USM method and simplifying service management, join one of our our Free Monthly Workshops, or just schedule a FREE consulation below.

Published by myservicemonitor

I am an independent service management consultant with two decades of experience helping customers.

Leave a comment

Leave a Reply

%d bloggers like this: