Before I talk about what I think a problem manager should be doing, we might start by summarizing what problem managers typically do. Of course, every problem manager performs differently a role that each organization defines differently. So, I can only make a list of some of the major responsibilities of problem managers. Rare are […]
Information Visualizations for Service Management
Service management tools include only rarely the visualizations that provide a high level of information to support the management of services. The reasons for this and many examples of high-level visualizations are provided.
Demand Management: Chimæra, Selkie or Sphinx?
What is demand management? Sometimes it seems like a chimæra, other times like a selkie and yet other times like a sphinx.
Violin plots for services & kanban
I have frequently remarked that “traditional” analysis of service events and the plotting of data is highly misleading. This is due to a distribution of data that is neither symmetric nor normal. A useful data plotting tool for asymmetric, non normal data distributions is the violin plot. This article joins my series of articles concerning […]
A Manifesto for Service Management Agility—Summary
Over the past few months I have analyzed the propositions of the Manifesto for Agile Software Development in the context of the issues specific to service management. On this basis, I have proposed revised propositions intended to address the question of agility in service management and have added a fifth proposition. These new propositions constitute […]
A Manifesto for Service Management Agility—Part V
I have written four articles, each analyzing one of the propositions of the Manifesto for Agile Software Development and proposing a modified version based on the issues characterizing the management of services. In this article, I ask whether there are values promoting agility and specific to the management of services that I have not yet […]
A Manifesto for Service Management Agility—Part IV
Also I shall untangle by what power The steersman Nature guides the sun’s courses, And the meanderings of the moon… lest we should think They roll along by any plan of gods. —Lucretius, De rerum naturæ V1 This is the fourth part of a series proposing a Manifesto for Service Management Agility. It draws upon […]
A Manifesto for Service Management Agility—Part III
This is the third part of a series proposing a Manifesto for Service Management Agility. It draws upon the Manifesto for Agile Software Development and proposes a modified version of that manifesto’s propositions, based on the issues characterizing the management of services. In this installation, I will discuss the first proposition, “Individuals and interactions over […]