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On the origin and the descent of managing services. We put meat on the bones.

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Service Management

The role of the problem manager

25 September 2021 by Robert Falkowitz Leave a Comment

weakness

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 […]

Filed Under: Problem Management, Service Management

Information Visualizations for Service Management

24 April 2020 by Robert Falkowitz 1 Comment

contour map

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.

Filed Under: Service Management, Visualization Tagged With: bee swarms, bump charts, clustered scatter plots, contour maps, cumulative flow diagrams, customer journey maps, directed graphs, heat maps, histogram, Marey charts, parallel coordinates, perceptual maps, sankey charts, statistical control chart, stream graphs, tile maps, value stream maps, violin plots, Wardley maps

Demand Management: Chimæra, Selkie or Sphinx?

2 September 2019 by Robert Falkowitz 1 Comment

What is demand management? Sometimes it seems like a chimæra, other times like a selkie and yet other times like a sphinx.

Filed Under: Demand management Tagged With: core service, demand, demand shaping, project, service level package, service request, supply, support service

Violin plots for services & kanban

16 March 2018 by Robert Falkowitz 1 Comment

Concept of a violin plot

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 […]

Filed Under: Graphical management tools, Kanban, Service Management Tagged With: asymmetric distribution, box plot, histogram, interquartile range, lead time, median, normal distribution, probability density, reliability, tools, violin plot

A Manifesto for Service Management Agility—Summary

24 November 2017 by Robert Falkowitz 3 Comments

Agile service management as a subset of agile work, a subset of work in general

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 […]

Filed Under: Agility, Service Management Tagged With: agile, manifesto, manifesto for software development, rigidity

A Manifesto for Service Management Agility—Part V

7 November 2017 by Robert Falkowitz 1 Comment

decision-making authority vs cost cutting

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 […]

Filed Under: Agility, Service Management Tagged With: agile manifesto, communications, decision making, manifesto, manifesto for software development, organizational structure

A Manifesto for Service Management Agility—Part IV

27 October 2017 by Robert Falkowitz Leave a Comment

route options for travel from Geneva to Milan

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 […]

Filed Under: Agility, Service Management Tagged With: agile, agile planning, Eisenhower, John Boyd, manifesto, manifesto for software development, OODA, planning, rigidity, service design, Sun Tzu, von Moltke

A Manifesto for Service Management Agility—Part III

5 October 2017 by Robert Falkowitz 1 Comment

Provider/consumer interaction is at the heart of services

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 […]

Filed Under: Agility, Service Management Tagged With: adaptive case management, agile, emotional intelligence, empathy, inquisitiveness, manifesto, manifesto for software development, respect, rigidity, trust

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