With this article on lean service request management, I continue my analyses of lean service management processes. My earlier discussion of lean incident management may be found here. Any discussion of managing service requests should take into account John Seddon’s Freedom from Command and Control: Rethinking Management for Lean Service. My debt to that book […]
Uncategorized
Service-oriented organizations
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 […]
Gibbs’ Three Laws of Authoring Dynamics (adapted)
Gibbs’ three laws as applied to authoring. The third law is expressed using the Nernst–Simon–Falkowitz restatement. The change in the internal energy of an author is equal to the amount of heat put on the author by the publisher, minus the amount of work done by the author on the book. In a natural writing […]