Ok, it’s Wednesday… but I couldn’t resist commenting on a recent White Paper sponsored by Manage Engine (i.e., ZoHo Corporation) where ten industry authorities commented on ITSM strategies for the next 3 years. It left me feeling old and weary… I don’t let my age define me, but the side effects are getting harder to …
Author Archives: myservicemonitor
Slow & Steady Wins the Race
Our inability to govern the proliferation of increasingly powerful, technology-based services is sure to bite us in the ass — perhaps more quickly than we know.
SIPOC Revisited
While there are similarities between USM’s Customer-Provider Interaction Model and the popular SIPOC (Supplier-Input-Process-Output-Customer) Model, they focus on two different things.
Simplify before automating
While I understand the rabid desire to apply artificial intelligence and machine learning to automate service management, we shouldn’t forget a basic lesson: Simplify processes before automating them. Simplification will also simplify your automation efforts, simplify maintenance/changes and likely lead to more sustainable and lasting improvement. This is one reason why the USM method’s 5 …
Get your ticket to sustainable ESM
Free webinar: Service Management’s Missing Link
Service Management and Design
There’s a difference between designing a service and designing the management of that service. The logic of a supported facility (aka, a Service) varies based on a customer’s purpose, perceptions, and preferences. This is why we can use many different design techniques — Customer Expectation Management, Jobs to be Done theory, etc. — to fully …
Put ITIL on hold in 2023 and have a Happy New Year
Legacy practice frameworks increase costs, complicate automation and are creating an unsustainable mess, sucking the life out of the enterprise with increased training, consulting and tooling costs.
Holiday Wishes
As you’ll see by the poem below, I’m more than ready for the Holiday Season. My best wishes to all and I hope you will find service management’s missing link in the coming new year.
Mindful Monday: The USM Workshop
Can’t help anticipating our monthly USM Workshop tomorrow, which is FULL. The schedule of FREE USM Workshops are listed below. Seating is limited to allow for interaction, so please book early! I’ll post some feedback from tomorrow later in the week.
Mindful Monday: Wisdom Welcomes a Gift Horse
As knowledge becomes commercialized remember experience is the best teacher, but wisdom welcomes a gift horse. USM is field-tested and supported by a non-profit foundation. My initial curiosity about USM was when I heard that it included a non-redundant process model with 5 processes and a simple set of 8 workflows that serve as templates …
Continue reading “Mindful Monday: Wisdom Welcomes a Gift Horse”