Over the past few months I have analyzed the propositions of the Manifesto for Agile Software Development in the context of the issues specific to service management. On this basis, I have proposed revised propositions intended to address the question of agility in service management and have added a fifth proposition. These new propositions constitute […]
agile
A Manifesto for Service Management Agility—Part IV
Also I shall untangle by what power The steersman Nature guides the sun’s courses, And the meanderings of the moon… lest we should think They roll along by any plan of gods. —Lucretius, De rerum naturæ V1 This is the fourth part of a series proposing a Manifesto for Service Management Agility. It draws upon […]
A Manifesto for Service Management Agility—Part III
This is the third part of a series proposing a Manifesto for Service Management Agility. It draws upon the Manifesto for Agile Software Development and proposes a modified version of that manifesto’s propositions, based on the issues characterizing the management of services. In this installation, I will discuss the first proposition, “Individuals and interactions over […]
A Manifesto for Service Management Agility—Part II
This is the second part of a series proposing a Manifesto for Service Management Agility. It draws upon the Manifesto for Agile Software Development and proposes a modified version of that manifesto’s propositions, based on the issues characterizing the management of services. In this installation, I will discuss the third proposition, “Customer collaboration over contract […]
A Manifesto for Service Management Agility—Part I
The Agile Manifesto has borne not just fruit, but complete orchards and plantations. But as we know, that document intended to be a manifesto for agile software development. Let us examine how that manifesto may be adapted for service management. What would a Manifesto for Service Management Agility be?1 The Manifesto for Agile Software Development […]
10 Kanban Misconceptions
When I ask people what they think about kanban, why they do not use it or why they show little interest in learning about it, I sometimes receive surprising answers. Clearly, there are many misunderstandings about kanban, many misconceptions about what it is, how it works, who can use it and what its benefits are. […]
Psychology and Service Management
Skeptical about Psychology I was invited to deliver a presentation last year and received as a token of appreciation a book, Daniel Kahneman’s Thinking, Fast and Slow. If you are like me, you have been skeptical about what benefits social sciences, such as psychology, can bring to other activities. This book completely reversed my appreciation […]
The scope of change control
With the publication of ITIL® ver. 3 in 2007, a clear stance was taken regarding the scope of change management. The authors of the Service Transition volume pointed out the rather obvious fact that changes at almost any place in the value network of service delivery could impact the quality of the services. Therefore, it […]