I have recently been investigating provocative and heretical ideas. Among them are the very hard questions concerning radical service provider reorganization. I have found that some of the reasons why service desks have been valuable contributions to service provider organizations are perhaps no longer justified. I would like to start a discussion around this question: […]
knowledge management
Organizing for Kanban
When Kanban decides against lower lead times Certain organizations applying Kanban principles may choose not to include IT operations specialists in cross-functional teams, on the assumption that it would be very hard to keep such specialists busy. These organizations prefer, instead, to group the operations specialists in their own teams, thereby increasing the risk that […]
Case vs. Process is a matter of scope, innovation and maturity
First, a reminder about why processes are used Perhaps the most important contribution of ITIL V2 to the realm of IT service management was its emphasis on working according to well defined processes. This contribution has undoubted merits, although its unthinking, blanket adoption has come under considerable criticism. Be that as it may, the fundamental […]
Knowledge and BYOD
In an interview of Rohit Ghai, of EMC, on an ACMLive event [no longer available on line], an interesting twist was given to the traditional goal of knowledge management. This goal is often described as “providing the right information to the right person at the right time, to support making the right decision.” Rohit spoke […]