Mindful Monday: Is the Enterprise ready to strike back?

While simplifying things is not so simple, it remains an important key to a great customer experience. The enterprise needs to simplify services, as well as how they are managed.

The digital disruption we find ourselves in today has resulted in an almost unlimited number of choices, which can drive the number of customer touch points through the roof. This can have a negative impact on the customer experience.

A successful customer outcome/experience is one that makes the customer’s life simpler and easier— as well as more successful. The basic improvement techniques of eliminating moments of truth (MOT), process break points (BP) and business rules (BR) apply today more than ever.

These elements — MOTs, BPs and BRs — are often MUDA from the customer’s point of view. This is why we want to streamline the customer journey, right?

The desire to accelerate flow from concept to product through a CI/CD pipeline may also be important to customers. They all want desired new features as quickly as possible, right?

But be careful about our desire to accelerate flow and spew out hundreds of new features that may not necessarily be what the majority of your customers want. Often their basic desires are much simpler, and in fact our frantic desire to find ‘Muda’ inside CI/CD pipelines can lead us back to inside-out thinking.

Another reality is that service management in today’s world of digital disruption is made ever more complicated as existing and emerging practice frameworks evolve. In fact, as service management expands to the entire enterprise now might be a very good time to think about simplifying your service management system.

Why simplifying service management can accelerate value delivery

How you manage services across the entire enterprise is no longer just an IT responsibility.

Establishing a simple, sustainable service management system will provide the basis for meeting customer expectations on a consistent basis and applies to the entire enterprise.

“…simplifying internal processes and structures will have positive impacts on the entire value creation capability of a company.”


The USM Method’s 5 processes and 8 standard workflows apply to all service providers inside or outside the enterprise and is one way today’s enterprise can strike back against the exponential increases in complexity felt by employees and customers.

“Managing complexity well can create… higher returns…lower costs…improved customer satisfaction…”


Want to find out more?

Join me over at ITSM Academy:

September 15th, 2022 at 11:00AM EST for a webinar titled ESM and the Big Re-Think and find out more about the Unified Service Management Method.

I’ll be following this with a series of two webinars over at the itSMF USA with the first one on:

September 22, 2022 at 1:00PM EST titled Simplifying Service Management for the Enterprise: ITIL v4 and the Unified Service Management Method

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DevOps, USM and BeingFirst

As a cultural movement, DevOps is very much about people, and having been been strategic advisors to executive leadership for 40 years I wonder… have any of you DevOps fanatics leveraged the resources at BeingFirst?

Full disclosure, I am an Affiliate, but that won’t cost you any money and I’m not really interested in promoting them for my sake. But having read both The Change Leader’s Road Map as well as Beyond Change Management years ago I keep going back to their rich library of excellent resources.

For example, there’s an upcoming workshop on How to Launch Transformational Change Projects Successfully on July 26th, which I think will be interesting.

The nature of the improvement beast starts by looking in the mirror. It also requires us to pay it forward, think differently and engage everyone to roll that ball uphill.

Service management needs to mature quickly, and to achieve service excellence an easy to learn, inexpensive, and universal method of managing services should be available to all actors in supply chains and networks. The Unified Service Management (USM) method was developed for that purpose.

It allows flexibility for any organizational structure including matrix, team topologies, squads/tribes (i.e., DevOps), outsourcing, multi sourcing, or even a ‘Radical Enterprise’.

But as with all change, people are often the hardest part of the journey. USM and BeingFirst can be applied independently, but combined I believe they can help DevOps teams accelerate the path to transformative change and breakthrough results.

Will tomorrow always be another day away?

Starting my mindful Monday listening to Beaming Ortelius may have been a bad idea. Half-awake and listening to a podcast about CDEvents and a Keptn Deep Dive got me wondering if tomorrow’s always a day away…

Just because I’m not a developer doesn’t mean I’m not interested in development, and it doesn’t mean that lessons from the past can’t significantly benefit development either. Not everything good is open source, or even code related.

Open-source initiatives like Ortelius and Keptn are changing the game for developers, and we should encourage acceleration of efforts like these. But there are other things that matter as well, and that can directly impact both today’s value delivery as well as accelerate tomorrow’s.

The Unified Service Management Method (USM) is one of those things. As Jan van Bon stated in ITSM tools, using a methodical approach to establish an enterprise-wide management system for value delivery (i.e., services) that can accommodate different practices, toolsets and organizational designs can help today and tomorrow.

The use of 5 non-redundant processes and 8 standard workflows that can apply to any service and any service provider creates a simple and sustainable service management system that can be leveraged by the entire enterprise.

And the USM Method is not a day away; you can start today.

Mindful Mondays

Mindful Mondays
What a way to start the day

I used to hate Mondays.

They typically began with a ‘what have you done for me lately’ meeting, which was rarely enough even when I felt we were making very good progress.

So, I’m switching to ‘mindful Mondays’ and increasing my self-awareness (thanks to BeingFirst). Besides doing some yoga (which I’m doing almost daily now), I’ll basically take the day off and simply think about where I am and where I want to be.

And I’m liking it very much.

There’s no question about it; I very much want to continue to play a part in helping customers with the endless, uphill roll that is continual improvement, and it’s not easy to compete with decades of entrenched thinking. But I’ve been down this road before, and I’m quite convinced that the Unified Service Management Method (USM) is the right thing to do— worth a look by anyone struggling with getting their services under control (which includes most enterprises).

USM enables the enterprise to get in control of its service delivery, with a management system of 5 processes and 8 workflows. It is a methodical approach that is based on a service management architecture that establishes a service management system.

BeingFirst and USM think alike -- they both like Einstein!
BeingFirst and Einstein

USM requires service management professionals to think differently about traditional, practice-oriented approaches to service management. In fact, both BeingFirst and the SURVUZ Foundation are big fans of Albert Einstein for the same reasons.

It also occurs to me that as the humans of DevOps continue to seek ways to transform our digital lives it gives us another opportunity to put people first. In fact, USM’s ability to provide a standardized, unified link for sustainable supply chains in service ecosystems is an ideal fit for DevOps.

The process model and standardized workflows can be used by any service provider, leveraging any combination of practice frameworks and any organizational topology. A method (not a framework) that is different thinking than traditional best practice approaches and well suited to emerging ‘radical’ enterprises.

BeingFirst has a wealth of information on their web site, and if you’re leading a DevOps or service management transformation these resources are worth a look (tell them MyServiceMonitor sent you!).

Much of BeingFirst’s content is extremely well suited to advancing the humans of DevOps or helping any leader with transformative change. In fact, USM may be the easy part since it’s is simple, easy to learn and use and can be deployed incrementally at very low risk.

The humans of DevOps are always the tough part— and that always starts with you (or me).

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