Start simple I told my customer to start managing changes by using the simplest possible activity for change control, and then use a continual improvement approach to develop that activity in a way that meets the real needs of the organization and is also acceptable to the stakeholders. Let me call that simplest of processes […]
Problem Management Metrics
Consider the case in the callout. While reading it, think about what might be wrong with that way of measuring problem management.
Is service value really, truly delivered?
Services participate in the creation of value in five different ways. It is useful to understand these different paths to value, as each has its own optimization techniques. I call these five types of value market value, business value, returned value, relationship value and replacement value.