Guerrilla Service Management - San Diego CA, Feb 17-18 2009
Guerrilla Program Tactics for Service Management Initiatives - Hilton Del Mar, California, Feb 17-18, 2009.
The traditional approaches to service management involve significant disruption to existing practices, and a strategy based largely on a 'leap of faith' that benefit will eventually follow. They require significant resources, the invention of new artifacts, and a sustained investment. Far too often they fail to capture and retain senior management backing, and can easily be perceived as a failure.
A guerrilla approach creates and banks small wins and incremental benefit using the minimum amount of effort and risk. Every action is based upon a well defined problem and impact. The guerilla service management program is designed to...
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Lean Service Management - San Diego CA, Mar 12-13 2009
Lean Thinking for Service Organizations - Hilton Del Mar, California, Mar 12-13, 2009.
Lean has a proven record of achieving dramatic improvements in the effectiveness and efficiency of service organizations through the identification and elimination ...
The Definitive Guide to Service Management
The purpose of the Guide to the USMBOK is to organize, distill and provide ready access to a core body of knowledge for service management that can be universally applied within service provider organizations. It provides a singular, coherent and c...
ITIL: Back to the Future? (Part 2)
Process and procedure is the mantra of those without the wit and wisdom to manage
This is part two in a retrospective about ITIL written by one of the pioneers of the framework, and someone who was actually there as it happened - Brian Johnson.
The Definitive Master Class is Back!
The Definitive Master Class is back…
After a brief hiatus, to reflect and incorporate a simulation, more Lean Thinking, and even more IT agnostic, business service relevant proven methods, the class returns.
In doing so the class remains compliant wi...
The Definitive Master Class is Back!
The Definitive Master Class is back…
After a brief hiatus, to reflect and incorporate a simulation, more Lean Thinking, and even more IT agnostic, business service relevant proven methods, the class returns.
In doing so the class remains compliant with the requirements of the Certified Service Management Professional (CSMP) credential, and includes...
The Definitive Guide to Service Management
The purpose of the Guide to the USMBOK is to organize, distill and provide ready access to a core body of knowledge for service management that can be universally applied within service provider organizations. It provides a singular, coherent and consistent approach to the development of a service management system.
The Knowledge Web
The Knowledge Web or K-Web is an information resource accessible via the internet.
The K-Web currently contains numerous information resources that together provide the most comprehensive reference source for service management related best practices, concepts and methods.
The Knowledge Web for Service Management (K-Web) is a commitment to provide th...
Happy Birthday ITIL v3 - The Spin Kings
It was a year ago when the ping of my email system trumpeted the arrival of the new ITIL, giving me the chance to test the claims of those closest to this latest release, some of which have been encouraging, concerning, and astounding. As one of my childhood heroes Arthur C. Clarke, the science fiction writer once said, “Any sufficiently advanced...
