What is resource liquidity? There is often a lack of depth in skills in a department. There may be only one person having the knowledge or skills required to perform a task, who thereby becomes a bottleneck. The immediate availability of a person to perform a task is the liquidity of the personnel in the […]
I have decided to gather here a list of references to organizations that organize their IT personnel according to the services delivered, and not according to the technologies supported, the geography, or yet other organizational principles. The list of service-oriented organizations should be a good source for case studies. I invite all to add, via […]
Do we really need service desks?
I have recently been investigating provocative and heretical ideas. Among them are the very hard questions concerning radical service provider reorganization. I have found that some of the reasons why service desks have been valuable contributions to service provider organizations are perhaps no longer justified. I would like to start a discussion around this question: […]
Leaders, managers and bosses
Everyone is talking about leadership Leadership is a popular theme for pundits these days. Many of them repeat the quote from (at the time) ex-U.S. president Theodore Roosevelt: People ask the difference between a leader and a boss … The leader works in the open, and the boss in covert. The leader leads, and the […]
Organizing for Kanban
When Kanban decides against lower lead times Certain organizations applying Kanban principles may choose not to include IT operations specialists in cross-functional teams, on the assumption that it would be very hard to keep such specialists busy. These organizations prefer, instead, to group the operations specialists in their own teams, thereby increasing the risk that […]