I have frequently discussed in passing the difference between the outputs and outcomes of work. Given the importance of the distinction between the two for your service models, it is worthwhile examining the issue in more detail.1 What do I mean by outputs and outcomes? Why is it important to distinguish between them? Some definitions […]
Service Model
On value streams, chains and life cycles
There is confusion among the three concepts of a value chain, a life cycle and a value stream. We see this both in feedback on my recent article on a value stream for service management and in many other places. I believe it is useful to treat them as different concepts, so I will try […]
New work on the architecture of service management
TOGAF®, the enterprise architecture framework, describes a four level model for architectures, going from a foundation architecture (such as TOGAF itself, the Zachman framework, etc.) to organization-specific architectures (that is, the architecture that your organization might have in place). There are two levels inbetween, the Common Systems Architectures and the Industry Architectures. It can be […]