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

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Events – Agenda View

Calendar view

Upcoming Events:

24 Mar
2023

09:45 UTC+1

Annual IT Service Management Forum Day 2023

Robert will deliver a keynote address on the topic “Yes, we Kanban” Meets Service Management. The conference is a hybrid event, participating either on line or on site.

Pambio-Noranco

Past Events:

29 Sep
2022

17:00

Taking Action with OKRs

Kanbanize organizes a panel discussion on OKRs: What are they? How to implement them? What should you be careful about? Attendance is free but you must register in advance. To register, use the link below under the Event Organizer.

Taking Action with OKRs
07 Apr
2022

10:30

Kanban Takes Flight

A case study of how the Covid pandemic has brought together kanban and flight levels.  

Utrecht
srvisiondays-logo
10 Jun
2021

13:00

Kanban meets ITSM

Why should service managers (or any knowledge workers) be interested in Kanban? The simple answer is that Kanban typically helps us to reduce the cycle times for our work by a factor of 3x to 8x, or even more.

ITSM Meets Kanban
19 May
2021

13:00

Measuring Service Value

Service management frameworks all tell us of the importance of service value. But how do we measure that value? And how do we use those measurements to manage our services?

measuring service value
23 Mar
2021

10:30

New information visualizations for new ways of managing services

In this presentation I describe a variety of visu­a­li­za­tion types that could be very useful for managing services but are rarely seen.

22 Jan
2021

11:40

New information visualizations for new ways of managing services

In this presentation I describe a variety of visu­a­li­za­tion types that could be very useful for managing services but are rarely seen. You may view the video here.

29 Sep
2020

18:00

A low effort, high reliability way to measure flow efficiency

One of the main effects of Kanban is to help smooth the flow of work, which brings, in turn, many benefits. So, we want to have an idea of how good a job we are doing in improving flow. The metric “flow efficiency” is one of the major ways of measuring flow. But it can be very difficult and effort-intensive to measure.

21 Aug
2020

12:00

Does Virtual Collaboration Virtualize Continual Improvement?

What does Isaac Asimov have to do with virtual collaboration, COVID-19 and continual improvement?

Asimov and PDCA
28 Jul
2020

18:30

Analytics & Data Viz for the Kanban Method in Kanbanize

What are the principal metrics that make kanban a continual improvement method? How are they visualized? Examples will be provided using the online tool Kanbanize using historical data from a fictional marketing department.

cost of delay standard
15 May
2020

10:00

Improve your continual improvement with a maturity model

Continual improvement is a key practice in both implementing and maintaining the management of your services. But it is not realistic to jump from no continual improvement to an excellent continual improvement discipline. An continual improvement maturity model helps you achieve these goals.

Displaying continuous improvement maturity using a radar chart
03 Apr
2020

11:20

POSTPONED: New Visualizations for New Ways of Managing Services

ITIL 4 has consecrated the use of many modern management methods for managing services. Should we continue to use the same old data visualizations for service management or is it time to take a new look at how to visualize information?

Budapest
contour map
24 Feb
2020

14:30

The Good, the Bad and the Very Ugly in Structuring IT Organizations

Organizational structure is fundamental to the effectiveness and efficiency of our work. But improving that structure is very complex and fraught with risk.

Carouge
Devops Days Presentation
28 Jan
2020

14:00

Be Agile with Kanban

Why is Kanban a particularly good method for working agilely

Kanban steps
15 Nov
2019

09:10

A Continual Improvement Maturity Model

Going from no improvements to continual improvements is not an on/off switch. How can an organization continually improve the capabilities required to continually improve its services?

Budapest
Continual Improvement Maturity Model Radar Chart
05 Nov
2019

17:00

Improve your continual improvement with a maturity model

Continual improvement is a key practice in both implementing and maintaining the management of your services. But it is not realistic to jump from no continual improvement to an excellent continual improvement discipline. You may view the recorded presentation here.

Displaying continuous improvement maturity using a radar chart
30 Oct
2019

18:00

Kanban Pizza Game

Sur l’agenda : le Kanban Pizza Game. Apprendre et peaufiner la méthode Kanban tout en fabriquant des pizzas. Miam-miam !

Genève
pizza
30 Jul
2019

18:30

Gérer votre flux de travail comme un pizzaiolo !

Apprendre les principes de Kanban en jouant le jeu Kanban Pizza

Genève
Kanban pizza game
09 May
2019

13:00

A Maturity Model for Continual Improvement

How do you continually improve your continual improvement? Based on cases in other organizations, I have developed a maturity model to help motivate, direct and affirm the value of continual improvement.

Barcelona
gigaTIC19 logo
05 Apr
2019

09:01

A Manifesto for Managing Services with Agility

What does agility mean in the context of managing services? How is it different from agility in the development of software?

Budapest
Provider/consumer interaction is at the heart of services
07 Feb
2019

18:00

Kanban: 3 games / 3 jeux

Sur l’agenda : 3 jeux pour apprendre des principes de base de Kanban. Venez avec vos esprits d’ouverture et imaginatifs ! Nous allons partager et apprendre ensemble.

Genève
Kanban steps
29 Jan
2019

17:00

The Service Manager's Role in Artificial Intelligence

Using AI is becoming increasingly common for the delivery and the management of services. Most discussions talk about the technology behind AI and the role of data scientists and application developers in creating and managing AIs for services. But what is the role of the service manager? You may view the presentation here.

neural network and human head
13 Nov
2018

18:00

Kanban: 3 games / 3 jeux

Sur l’agenda : 3 jeux pour apprendre des principes de base de Kanban. Venez avec vos esprits d’ouverture et imaginatifs ! Nous allons partager et apprendre ensemble.

Genève
Kanban steps
25 Oct
2018

13:00

Managing the Robots that Manage Services

Robots, their intelligence and how they learn are all the rage today. But what do they mean when it comes to managing services?

Roskilde
Metropolis robot
04 Sep
2018

18:00

Kanban: 3 games / 3 jeux

Sur l’agenda : 3 jeux pour apprendre des principes de base de Kanban. Venez avec vos esprits d’ouverture et imaginatifs ! Nous allons partager et apprendre ensemble.

Genève
Kanban steps
31 May
2018

12:10

Learn the principles of kanban in a gamified way

Learn the basic practices of kanban in a gamified context

Αθήνα
Kanban steps
31 May
2018

11:50

A Continual Improvement Maturity Model

Continual Improvement is a low risk, high performance, agile strategy for aligning services and goods with customer expectations. But every team has different experiences, skills, needs and motivations. The Continual Improvement Maturity Model helps adapt your improvement initiatives to your distinct needs, motivating team members, improving working conditions and yielding proactive, pragmatic management information.

Αθήνα
Continual Improvement Maturity Model Radar Chart
30 May
2018

18:30

A Manifesto for Managing Services with Agility

Many people, when hearing the word “agile”, think it is a method for developing software. But agility is much more basic to the work we do in organizations and can be applied to any domain. A manifesto for managing services with agility describes the six foundations of agility in managing services.

Αθήνα
Provider/consumer interaction is at the heart of services
15 May
2018

17:00

Continual Service Improvement Maturity Model

The continual improvement maturity model provides a framework for addressing the issues specific to each team, for motivating team members and for providing management with an objective assessment of the progress being made by the organization.

Continual Improvement Maturity Model Radar Chart
17 Apr
2018

17:00

Atelier de simulation Kanban

Apprendre les pratiques de kanban dans un atelier ludique

Genève
Kanban steps
22 Mar
2018

19:00

Harnessing Continual Improvement

In the context of this Meetup I will be presenting my model for Continual Improvement Maturity. Register for this event. Read my article on the subject

Displaying continuous improvement maturity using a radar chart
15 Mar
2018

17:00

Atelier de simulation Kanban

Apprendre les pratiques de kanban dans un atelier ludique

Genève
Kanban steps
22 Feb
2018

17:00

Atelier de simulation Kanban

Apprendre les pratiques de kanban dans un atelier ludique

Genève
Kanban steps
23 Jan
2018

17:00

Atelier de simulation Kanban

Apprendre les pratiques de kanban dans un atelier ludique

Genève
Kanban steps
14 Dec
2017

17:00

Atelier de simulation Kanban

Apprendre les pratiques de kanban dans un atelier ludique

Genève
Team with kanban board
16 Nov
2017

11:00

Managing the Robots that Manage Services

What should be taken into consideration when services are delivered and managed using robots

Malmö
terminator 2 robot
15 Nov
2017

14:30

Managing the Robots that Manage Services

What should be taken into consideration when services are delivered and managed using robots

Göteborg
Metropolis robot
14 Nov
2017

09:30

Managing the Robots that Manage Services

What should be taken into consideration when services are delivered and managed using robots

Stockholm
bless-u robot
13 Nov
2017

13:30

Managing the Robots that Manage Services

What should be taken into consideration when services are delivered and managed using robots

Sundsvall
octopus robot
10 Oct
2017

11:30

Managing the Robots that Manage Services

What should be taken into consideration when services are delivered and managed using robots? You may view the video here.

Lisbon
Robbie the robot
15 May
2017

09:00

From traditional to lean release management

Organizations frequently have difficulty in releasing new services and applications.

Presentation is online
Derby
27 Oct
2016

09:00

Process Ownership – from Projects to Business as Usual

By making process improvement part of business as usual activities, risk is lowered and value is increased more rapidly and more frequently.

Roskilde
Traditional change creates dichotomies
08 Jul
2016

19:00

The Process Owner in a Lean Context

What role, if any, does a process owner have in a lean context?

Presentation is online
Lean process
10 Mar
2016

09:00

Using the DMAIC method for continual improvement

A workshop for itSMF Slovakia conference participants

Bratislava
Continual Improvement Maturity Model
09 Mar
2016

10:45

A continual improvement maturity model

What are the principal axes along which an team may develop its capabilities to improve continually

Bratislava
Continual Improvement Maturity Model Radar Chart
13 May
2015

14:00

Alternate Architectures for ITSM Tools

A proposal for ITSM tools that radically improves performance.

Auckland
new service management tools architecture
16 Apr
2015

09:00

Align and Deliver Services with Kanban

Do we deliver and manage services based on what we think our customers need?

Bratislava
Kanban steps
08 Apr
2015

14:00

Les ressources de projet organisées selon Kanban

Les défis auxquels est confronté le gestionnaire d’un projet « agile » sont souvent évoqués.

Epalinges
Project managers usually do not have the discretionary control over funding that is required for accountability.
27 Mar
2015

14:00

Increase service value with Kanban

How Kanban can help service providers break out of the vicious cycle of slowness and control.

Budapest
Kanban steps
10 Dec
2014

14:00

Cross-functionality, Kanban and service design

Every organization has faced the complex issue of organizing its personnel to design new or changed services.

Presentation is online
Cross-functional team with kanban board
06 Nov
2014

14:00

How are Service, Project & Application Portfolios Related?

While many organizations manage a Project Portfolio, they have difficulty understanding how it relates to a Service Portfolio.

Presentation is online
Dolls
09 Oct
2014

14:00

Kanban as a Service Management Best Practice

Kanban provides solutions for issues that traditional frameworks either cause or do not help to mitigate.

Presentation is online
Kanban as ITSM Best Practice
11 Sep
2014

16:00

Daily Improvement with Kanban

How to improve continually the management of services using the kanban method

Traffic jam at the entry to the St. Gottard tunnel
14 Aug
2014

16:00

Go with the Flow

Integrate development and transition activities using Kanban

Traffic jam at the entry to the St. Gottard tunnel
14 Aug
2014

16:00

Change, Release and Configuration Management

Greg Sanker, Gerben van Kesteren and Robert Falkowitz discuss change, release and configuration management.

16 Jul
2014

16:00

Measuring service success and failure

What does it means for a service to succeed or to fail?

Service Metrics
19 Jun
2014

15:00

Le futur est Lean ; Yes, you Kanban

The future of service management must go beyond the “traditional” frameworks in use today, such as ITIL®.

Lausanne
Incident timeline
06 May
2014

14:00

A New Architecture for IT Service Management Tools

A solution to significant problems in today’s ITSM tool landscape as faced by the second and third lines of support.

Lisbon
A new architecture for ITSM tools
03 Oct
2013

15:00

A New Architecture for IT Service Management Tools

A solution to significant problems in today’s ITSM tool landscape as faced by the second and third lines of support.

Helsinki
A new architecture for ITSM tools
25 Sep
2013

10:00

The Historical Anthropology of Best Practice

Keynote address at the itSMF Denmark annual conference. A view of the evolution of best practices, past and future, from an anthropological perspective.

Copenhagen
05 Mar
2013

10:30

A Portfolio of Portfolios: Positioning the Service Portfolio

How does the service portfolio relate to the other portfolios, such as project portfolios or application portfolios, that are managed in an IT organization?

Malmö
Dolls
05 Dec
2012

17:00

Beyond Firefighting: Techniques in Advanced Incident Management

A discussion of techniques that allow organizations to go beyond the purely reactive aspects of incident management

TFT12
Beyond Firefighting
22 Oct
2012

15:00

Choosing ITSM Tools for Value – Stockholm

An analysis of the various methods used to select ITSM tools shows that

Stockholm
Which question do you ask about tool value?
20 Sep
2012

11:00

Choosing ITSM Tools for Value – Affligem

An analysis of the various methods used to select ITSM tools shows that only the most mature organizations

Affligem
IT Tools for the Business book cover
12 Sep
2012

11:00

Choosing ITSM Tools for Value – Warsaw

An analysis of the various methods used to select ITSM tools shows that only the most mature organizations

Warsaw
Which question do you ask about tool value?
06 Jun
2012

10:30

Enterprise Architecture Meets IT Service Management Technology

Choosing the right tools to deliver the right value in supporting IT Service Management

Sarnen
Escher Waterfall
29 Mar
2012

15:00

Application Architecture and the Selection of IT Tools

Selecting an IT tool is often a one-off decision made in isolation and with little thought to an overall tooling strategy.

Brussels
ITSM Application Architecture
22 Nov
2011

15:00

Build Your ITSM Tool Set using an Architect

Presentation of how the selection and implementation process of ITSM tools should be based on ITSM architectural principles.

Mainz
ITSM Application Architecture
22 Sep
2011

10:00

IT Tools for the Business when the Business is IT

Presentation of how the selection and implementation process of ITSM tools should be based on ITSM architectural principles.

Brussels
01 Jun
2011

15:00

From Spaghetti to DNA—A Holistic Approach to Process Definition and Documentation

A description of how to move from spaghetti-like end to end processes to modular processes that are maintainable, easy to understand and to use

Belgrade
The spaghetti eaters
21 May
2011

10:00

The Cost of Quality—Building a Service Management Business Case and Preparing for Continual Improvement

A discussion of building business cases for ITSM improvement initiatives based on the Cost of Quality method

Athens
cost vs. quality
17 Nov
2010

13:00

From Spaghetti to DNA—A Holistic Approach to Process Definition and Documentation

A description of how to move from spaghetti-like end to end processes to modular processes that are maintainable, easy to understand and to use

Budapest
The spaghetti eaters
24 Mar
2010

10:00

Chronicle of a Death Foretold—Why the Service Lifecycle is not Build->Deploy->Operate->Design->Test

A discussion of common issues in poorly managed projects that lead to expense, delay and low quality services.

Budapest
No one wants to hear bad news
22 Sep
2009

09:30

What IT Service Management can Learn from the Aviation Industry

Many of the weaknesses in implementations of ITSM processes, such as in configuration, availability, capacity, incident and problem management, have robust solutions in the aviation industry.

Copenhagen
maintaining an airplane
09 Sep
2009

10:00

The Cost of Quality—Building a Service Management Business Case and Preparing for Continual Improvement

A discussion of building business cases for ITSM improvement initiatives based on the Cost of Quality method

Budapest
cost vs. quality
03 Sep
2009

10:00

The Cost of Quality—Building a Service Management Business Case and Preparing for Continual Improvement

A discussion of building business cases for ITSM improvement initiatives based on the Cost of Quality method

Prague
cost vs. quality
28 May
2009

11:00

ISO/IEC 20000 – Certification and Qualification Aspects

An overview of what is entailed in certifying an organization as conforming to ISO/IEC 20000

Ohrid
ISO 20000 - Qualification Scheme
07 Jun
2005

15:00

Les outils soutenant vos processus de gestion des services informatiques

An overview of the state of ITSM tool support for the processes described in ITIL® V2.

Paris
ITIL Service Support Cover
02 Nov
2004

14:00

ITIL, Best Practice, and IT Service Management

The IT Infrastructure Library (ITIL) is a framework for best practices for IT Service Management.

Meyrin
28 Oct
2003

15:00

Perspectives on Availability

A challenge to the ITSM industry to find organizational methods for improving availability

Copenhagen
availability building blocks

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