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 […]
change control
Lean configuration management: a conundrum
How does a purely internal activity like configuration management add value to customers? Would a customer gladly pay you for your configuration management activities? Keeping your configurations under control is hardly value adding in the same way as, for example, increasing the utility of a service. And yet, good configuration management underpins virtually all service […]
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 […]