Mindful Monday: Dirty Jobs

Performing a refresh of your service management system isn’t a dirty job with the Unified Service Management (USM) method, because the painstaking effort of normalizing the dizzying array of service management practice frameworks has been done for you.

Service Management for the Digital Age

We need to simplify service management for the digital age, but simple isn’t easy, and it shouldn’t surprise anyone that it starts with process; unifying service management is business-critical for the information age.

Abstraction, Decomposition and Systems Thinking

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.

Wanted: Service Management ROMEO

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 …

Unlearning is not Forgetting

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 Case for Unified Service Management

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.

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