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 …
Tag Archives: ITIL
USM, Leadership and the Butterfly Effect
You never know if you’re seeing things others don’t, and this may happen a lot when I talk about the Unified Service Management (USM) method. So, that’s what this post is about. USM is based on systems thinking. At its core is the management of the routines of an enterprise, and these routines encompass all …
Simple is Good
It’s time to simplify service management for the enterprise
Mindful Monday: Think for Yourself
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 …
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 …
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.
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: 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”
Mindful Monday: A Tale of Two Services
Well-defined services are key to value delivery. Services also need interoperability between ecosystem partners for consistent value delivery. The USM method delivers both.