Mindful Monday

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 …

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 …

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.

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 …

The BIG impact of small Changes

Subscribe to the Rolling Uphill blog Enterprise documentation changes with people, process, and technology. This increases the complexity of administering documentation. USM provides a simple, standardized structure for administering complex organizational routines. The organizational resources (people, process, technology) are the ‘machinery’ of an enterprise, and only work optimally together if that machine is well oiled. …

Mindful Monday: Thinking before doing is not nothing

With IT burn-out rampant, tracking work motivated by increases in productivity is not working. Making work visible forces either good or bad decision-making. Remember, happy employees are more productive.

%d bloggers like this: