2024’s VUCA world may suggest we go back to basics. Simplifying your enterprise service management strategy and re-visiting your service management system should be at the top of your list.
As we get bombarded with ‘new’ information, it’s easy to forget past lessons. The concept that learning something new causes us to forget something old is known as interference theory.
Proactive interference occurs when previously learned information interferes with the learning of new information (i.e., “ITIL is Best Practice“). Retroactive interference occurs when newly acquired information interferes with the recall of previously learned information (i.e., “CX is the new frontier“).
The good news is that learning new information has the potential to actually enhance our ability to recall older information. And nowhere is this truer than in the continuous improvement space, due largely to the nature of the continuous improvement beast.
So, as you begin your planning for 2024 it’s worth remembering that a management system, especially in a service management context, is crucial for ensuring that an organization’s processes, resources, and activities are aligned with its strategic objectives.
It should be defined initially and periodically redefined in response to organizational changes, market dynamics, technological advancements, and the pursuit of continuous improvement.
The USM method provides a standardized management system for a service organization to manage its people, its processes, its technology, and its services, based on an explicit service management architecture.
So, here’s to nothing new in 2024!