The IT Skeptic - Comments for "The fallacy of the linear value of time"

When it Comes to IT Value User Opinion Doesn't Matter

aroos — Tue, 02 Mar 2010 15:45:57 +0000

I got this link from @Servicesphere tweet. http://www.cioupdate.com/insights/article.php/3867856/When-it-Comes-to-IT-Value-User-Opinion-Doesnt-Matter.htm. The articles argument is based on the fact that IT Service Desks may overdeliver service "above and beyond" in ill-advised efforts to "exceed expectations". This is true, overdelivery is not worth the effort. But it is a major mistake to believe that underdelivery doesn't cost. User opinion matters a lot if all users howl to their management about the lousy IT service.

Customer satisfaction should be optimized, not maximized. This is the lower "basic" line in Kano's model on James' blog. The article is an nice example of linear thinking.

Aale

All real-world curves are non-linear - just look at Las Vegas

skeptic — Sat, 27 Feb 2010 19:15:31 +0000

All real-world curves are non-linear. And in fact very very few real-world curves run away on unstable, accelerating effects as the global-warmers believe (not that it is impossible, just unusual - the IT Skeptic is a cautious accepter of the general theory of anthropological global warming (AGW)). Nearly all of them roll off as they hit some counter effect or boundary that limits the curve.

I have just returned from a classic real-world example of how more is not necessarily better: Las Vegas. I blogged on it

An extra line on the Kano model

JamesFinister — Sat, 27 Feb 2010 08:22:36 +0000

Aale,

Good point. The Kano model picks up some elements of this http://snipurl.com/ujjbe in the "basic" curve that ceases to deliver benefit after a certain threshold, but I can imagine behaviours and outcomes that fit the pattern you suggest.where satisfaction initially follows the basic line and then swaps to follow the inverse line.

James

ITIL Zero

aroos — Sat, 27 Feb 2010 07:55:10 +0000

Assuming linear relations is a common fallacy. The reason we do it is that it works for short term in many cases. It can get really harmful long term. Think salt. Make your favorite salted dish without salt. Taste and add a little salt. Taste and add a lot of salt. Keep adding until you see my point (but do not eat too much salt, its not good for you).

I just realized that we are seeing the same thing with ITIL. A simple process model proved to be useful in improving service. Investing a little in training with certification helped. Using a software tool brought savings. So with the linear logic more processes, certifications and tools will improve results. It won't.

Nokia Siemens Network has set up Simplification Office to simplify processes & bureacracy, I wonder were they hit by ITIL V3. I Nokia Siemens case it could be just the clash of Finnish and German business cultures but any V3 house has a danger of needing their Simplification Office soon.

OGC is rolling out ITIL Lite which could mean that they have seen the danger too. Unfortunate choice of name, in Europe only women buy lite products. That's why we have Coca Cola Zero and Pepsi Max. ITIL V4 or ITIL Max would have been a much better name. I have re-read ITIL V3 books lately (took the Art of Service e-learning Managers bridge and just received my Expert certificate) and I can see value in the framework. Just cut the fat away from the books and fix the remaining 20 % and there could be a really great ITIL Zero Fat.

Aale