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 …

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.

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 …

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 …

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