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

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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: Service Management Tagged With: agile, change control, incident, ISO 9000, ISO/IEC 20000, kanban, manifesto, outcome, output, problem, 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

10 Kanban Misconceptions

14 May 2017 by Robert Falkowitz 3 Comments

kanban misconceptions

When I ask people what they think about kanban, why they do not use it or why they show little interest in learning about it, I sometimes receive surprising answers. Clearly, there are many misunderstandings about kanban, many misconceptions about what it is, how it works, who can use it and what its benefits are. […]

Filed Under: Kanban Tagged With: agile, kanban, manufacturing, misconceptions, organizational change, project management, scrum

If you don’t have time for kanban training, you need kanban training

1 May 2017 by Robert Falkowitz Leave a Comment

Team with kanban board

I recently asked people why they do not take kanban training. Many of them said they simply don’t have the time for it. Well, that is a strong indicator that they really need to use a time-saving method like kanban. Let me explain why you truly do have the time for kanban training and why […]

Filed Under: Kanban, training Tagged With: eLearning, flow efficiency, kanban, kanban training, time, value

Using Sankey diagrams for kanban

31 January 2017 by Robert Falkowitz 3 Comments

Sankey diagram

A Sankey diagram is used to provide a visual analysis of flows. While it might be most commonly used to display the flow of materials through a distribution system, such as petroleum and its derived products, Sankey diagrams are well adapted to provide visual analysis of the flow of any type of work. Thus, they […]

Filed Under: Graphical management tools, Kanban Tagged With: flow, kanban, Sankey diagram, visual management

How can a Marey chart help analyze the flow of work?

19 January 2017 by Robert Falkowitz 5 Comments

Marey Chart

The type of diagram called a Marey chart might be more than a century old, but it can be a useful new addition to the arsenal of tools at the disposal of lean and kanban practitioners. What is a Marey chart? A Marey chart is commonly used to analyze transportation systems. It displays the times […]

Filed Under: Graphical management tools, Kanban Tagged With: cause analysis, cumulative flow diagram, kanban, lead time histogram, marey chart, problem solving, value stream map

BPMN & service management

14 February 2016 by Robert Falkowitz 9 Comments

BPMN: a step toward automation I have argued elsewhere that the typical service management tools in use today might be suitable for service desk agents, but are annoying, redundant and of little value to anyone else involved in resolving incidents, among other activities. I have further proposed that existing IT management should be leveraged to […]

Filed Under: Incident Management, processes Tagged With: automation, BPMN, BPMN notation, conditional event, error event, Incident Management, kanban, lean process, OMG, process, process automation, process document, service management tools

Three process architecture principles

7 February 2016 by Robert Falkowitz 9 Comments

My experience with process architecture principles Over the years, my advice to clients seeking to improve how they work has been underpinned by a set of implicit process architecture principles. I would like to share them here and explain my reasoning behind them.

Filed Under: processes Tagged With: activity homonymy, activity polyphony, end-to-end, enterprise architecture tools, kanban, lean IT, lean process management, process architecture, process definition, process metrics, process output, process purpose, tampering, waste

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