Mindful Monday: The Importance of Re-Thinking

As the amount of knowledge and the pace of change overwhelms us, perhaps the most important lesson to learn is the ability to rethink and unlearn. Nowhere is this truer than in the continual improvement space.

The 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 (or re-think) about simplifying your service management system.

While preparing for ESM and the Big Re-Think: sustainable ESM with the USM Method this Thursday, September 15th at 11AM EST

[NOTE: I’ve also got a couple coming up over at the itSMF USA on Thursday, September 22nd at 1PM EST and a follow up in October (tbd).]

…I stumbled upon Think Again: The Power of Knowing What You Don’t Know by Adam Grant. The truth is, I had set the topic for the webinar before I found the book but having read it over the weekend, I highly recommend it!

“In 2011, you consumed about five times as much information per day as you would have just a quarter century earlier. As of 1950, it took about fifty years for knowledge in medicine to double. By 1980, medical knowledge was doubling every seven years, and by 2010, it was doubling in half that time. The accelerating pace of change means that we need to question our beliefs more readily than ever before.”

–       Grant, Adam. Think Again (p. 17). Penguin Publishing Group. Kindle Edition.

One of the biggest reasons I’ve liked the continual improvement space, and most of the practitioners I’ve met along the way, is the eagerness with which these professionals pursue new ideas. So, leave your lizard brains at home and come join us with an open mind.

“when our core beliefs are challenged, it can trigger the amygdala, the primitive “lizard brain” that breezes right past cool rationality and activates a hot fight-or-flight response.”

Grant, Adam. Think Again (p. 60). Penguin Publishing Group. Kindle Edition.

For those of you who are still rolling that improvement ball uphill…

Keep Calm and Carry On!

Subscribe to the Rolling Uphill Blog!

My goal is to help customers with the endless, uphill roll that is continual improvement.

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.”

Deloitte

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…”

McKinsey

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

Like the Rolling Uphill Blog? subscribe below!

Mindful Monday: Getting back to work

I just got back from a very special place and am still very much in a reflective state of mind. While it was great to see family and friends, it was hard not to be aware of who was missing.

I did my yoga 6:30AM every morning on the dock, and plunged into the lake to start the day. Jumping in the lake early in the morning was something my brother Jim used to do when he was in Maine, and I tried listening to see if he had anything to say.

Of course, all I really heard was the sound of an occasional loon.

But as I watch the rain pour down on this Monday afternoon I’m pretty sure I know what he’d say to me:

Get to work!

Jim

Time to start pushing that ball uphill again.

A Mindful Monday repost…

Gonna go for a walk this morning, so today’s mindful Monday is a repost from Medium yesterday…. just started reading The agile Manager by Rob England and Cherry Vu….perhaps I’ll post some thoughts once I finish it….

https://medium.com/@john_2773/nature-of-the-beast-wisdom-is-free-but-knowledge-can-cost-you-a-fortune-aka-bring-a-method-to-19db9fc638d9
https://medium.com/@john_2773/nature-of-the-beast-wisdom-is-free-but-knowledge-can-cost-you-a-fortune-aka-bring-a-method-to-19db9fc638d9

subscribe to my blog!