Illogical or incomprehensible

Unclear, confusing definition of 'separation of concerns'

ianclayton — Fri, 06 Jul 2007 12:45:02 -0600

Page 21 describes SoC as:

"Complex issues or problems can be resolved or separated into distinct parts or concerns. Specialized capabilities and resources address each concern leading to better outcomes overall. This improves focus and allows optimization of systems and processes at a manageable scale and scope."

The glossary entry is an improvement (p249) and should have been used on p21.

Invalid claim that value networks supercede or trump value chains

ianclayton — Thu, 21 Jun 2007 21:07:40 -0600

P 47-49. The author references the well trodden term 'value chain' by saying "Business executives have long described the process of creating value as links in a value chain." this may be so but I believe the term 'value chain' is more commonly attributed to the pioneering work of Michael E. Porter (Competitive Advantage 1990, p59). Indeed it was referenced this way in ITIL version 2.The authors then compound this misdirection by stating that the value chain model is linear by nature (its nothing of the sort) and superseded by 'Value Networks'. It is not.

Service Management is a 'Strategic Asset'?

ianclayton — Thu, 21 Jun 2007 20:55:44 -0600

P 81. in the section 'Develop Strategic Assets (4.3.2)' the authors clearly direct the reader that Service Management the concept is a strategic asset. Service management is a conceptual framework for conducting activities designed to fulfill the objectives of a customer organization. It continues to describe strategic assets as 'dynamic'. That much may be true, but strategic assets are TANGIBLE and subject to the SMART concepts favored by metrics. More plausible examples of strategic assets would include people, services, and information.

Incorrect placement of "Market Space"

ianclayton — Thu, 21 Jun 2007 20:51:06 -0600

P 70. The concept of a 'market space' is introduced as part of the 'Develop the Offerings' conversation. The definition of market spaces (the term market segment is more commonly used by the marketing professional) is a fundamental stage of the what Service Strategy previously describes in this section as the 'Define the Market' activity. market segments are identified, target markets defined, and opportunities sized. products are positioned based upon differentiation. The service strategy book seems to be trying to rewrite Marketing 101 concepts....