process

Why process maturity is a useless metric for ITSM improvement

Submitted by skeptic on Sun, 2012-09-30 21:27

Process/practice maturity is a metric that should be of little interest when deciding where to focus your improvement efforts, or for measuring the results of those efforts. And CMM process management maturity is even more useless than execution maturity.

Risk and value should be the primary metrics for planning and assessing your improvement.

The Standard+Case approach: applying Case Management to ITSM

Submitted by skeptic on Mon, 2012-06-18 23:44

Image ©canstockphoto.comHere is an exciting new approach to categorising and resolving any sort of activity "tickets", such as requests (including incidents) on a service desk, problems, or changes. It is called Standard+Case until somebody comes up with a better name. I know there is so much to read these days, but if you have anything to do with service support or change management, read this. It'll change your year.

Standard+Case is a synthesis of our conventional "Standard" process-centric approach to responding, with Case management, a discipline well-known in some other industry sectors such as health, social work, law and policing.

S+C addresses criticisms of approaches like ITIL for being too process-centric and not allowing customers and knowledge workers to be empowered. S+C does not seek to replace or change ITIL or other theory: it expands and clarifies that theory to provide a more complete description of managing responses.

It provides a good skills path for service desk analysts that fits well with gamification. And Standard+Case is applicable to Problem Management and Change Management (and Event Management...) as well as Service Desk activities. S+C applies to anything that requires a human response: there's either a standard response or there isn't.

For more information about Standard + Case, see the Basic Service Management website.

ITIL v3 Process Maps

Submitted by cmajewsk on Fri, 2011-02-04 08:01

Oh Great ITIL Wizard,

What do you think of these ITIL process maps. Are they worth it? It looks to me just something else to update, however, if put to actual and continual use, they could be a tremendous benefit. Especially for a company that is just starting to implement ITIL best practices...

Much appreciated,

cmajewsk

CMM is back to front

Submitted by skeptic on Tue, 2010-11-23 10:04

I think that CMM is back to front.

What ITIL V3 means by Process

Submitted by skeptic on Tue, 2009-07-07 11:31

Since the release of ITIL version 3 (v3) there is much “Ding! Dong! The Process is dead!” but I don’t think so. There is a burgeoning market for third-party process charts for v3. Authors are interpreting the new “v3-speak” back into the process-centric frame of reference where most users are still comfortable. We just got over the wrench away from techno-centric towards process-centric with ITIL Version 2 (v2). Many people aren’t ready for service-centric yet.

Great insights into process

Submitted by skeptic on Sat, 2009-02-07 20:34

Today I'd like to share with you a quote from someone I consider the greatest business thinker since Drucker, greater even than the authors of Service Strategy. I am of course referring to Scott Adams.

Deming cycle diagram the wrong way round

Submitted by skeptic on Mon, 2008-12-08 08:26

Here is an amusing thing: all those diagrams of the Deming Cycle turn the wrong way.

repeatable process

Submitted by skeptic on Wed, 2008-11-26 19:46

Past discussions on this blog have suggested that a process fixation such as ITIL's engenders an inflexibility and ponderousness in an organisation. Whilst I am a process fan, there is an important point to be addressed here about how ITIL relates to nimbleness and adaptability.

The IT Skeptic's Unofficial List of ITIL Version 3 Processes

Submitted by skeptic on Tue, 2008-09-09 02:20

ITIL V3 shies away from the whole concept of processes. They are avoided and obfuscated, sometimes called elements, jumbled up with functions. And most of all, the "complete" lists are all different! in an effort to get a grasp on this, here is the IT Skeptic's cross reference of them all and hence the resulting IT Skeptic's Unofficial List of ITIL Version 3 Processes (ta daaah!)

Building complex people systems

Submitted by skeptic on Wed, 2008-08-20 20:53

When we speak of a new profession(alism), could it be that by focusing on IT we are focusing on the wrong thing?

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