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

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change control

A Manifesto for Service Management Agility—Part I

7 September 2017 by Robert Falkowitz 4 Comments

The Agile Manifesto has borne not just fruit, but complete orchards and plantations. But as we know, that document intended to be a manifesto for agile software development. Let us examine how that manifesto may be adapted for service management. What would a Manifesto for Service Management Agility be?1 The Manifesto for Agile Software Development […]

Filed Under: Agility, Service Management Tagged With: agile, change control, incident, ISO 9000, ISO/IEC 20000, kanban, manifesto, outcome, output, problem, Service Management, service request, specifications, value

Lean configuration management: a conundrum

2 June 2017 by Robert Falkowitz Leave a Comment

How does a purely internal activity like configuration management add value to customers? Would a customer gladly pay you for your configuration management activities? Keeping your configurations under control is hardly value adding in the same way as, for example, increasing the utility of a service. And yet, good configuration management underpins virtually all service […]

Filed Under: Configuration management Tagged With: added value, aviation industry, change control, class of service, CMDB, configuration control, intangible, kanban, lean management, non-added value, poka yoke, value stream, waste

The scope of change control

18 November 2012 by Robert Falkowitz Leave a Comment

With the publication of ITIL® ver. 3 in 2007, a clear stance was taken regarding the scope of change management. The authors of the Service Transition volume pointed out the rather obvious fact that changes at almost any place in the value network of service delivery could impact the quality of the services. Therefore, it […]

Filed Under: Change management Tagged With: agile, automation, change control, change management, Continuous Delivery, customer changes, Devops, infrastructure as code, ITIL, ITSM, operational changes, service life-cycle, Service Management, strategic changes, supplier changes, tactical changes

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