Simplifying Service Management
Whatever comes to mind…
Regardless of what mix of practices or standards are in use, the routines define what, who and how services are delivered and combine all provider assets (people, process and technology) into a systems-thinking perspective of service management.
Without a governing body with the authority to enforce standards across all platforms, we won’t see a standard user interface for collaboration tools anytime soon.
The speed and ease of which ‘improvements’ to proven practices can be duplicated (and monetized) by the community continues to accelerate, but is this a good thing? I was originally attracted to BPM and eventually service management because of the perception that it was truly a collaborative effort, not a proprietary food fight. But Pink … Continue reading Wanted: Service Management ROMEO
New thinking doesn’t always throw out past lessons, in fact it often is built on what we’ve learned. Unlearning or rethinking involves challenging the status quo but can still mix the old with the new. The trick is knowing what should stay and what should go.
The overall customer experience, when viewed from the eyes of the customer (in this case a patient!) are very much dependent on a huge number of interactions across an extremely complex service supply chain.
There will be specialized practices for each of these different service domains. If any industry segment screams for a unified approach to managing these interdependent services, it is the health care industry.
Service Management doesn’t have to be a Rube Goldberg
Like many I’ve been thinking about — and playing with — ChatGPT. [The complete answers are at the end of this post] So I asked it to explain unified service management. ChatGPT’s response was specifically oriented around information technology. But I did not ask it to explain unified IT service management; I asked it to … Continue reading Mindful Monday: Think for Yourself
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 … Continue reading Mindful Monday
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.
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