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

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knowledge management

Do we really need service desks?

29 December 2014 by Robert Falkowitz 37 Comments

I have recently been investigating provocative and heretical ideas. Among them are the very hard questions concerning radical service provider reorganization.  I have found that some of the reasons why service desks have been valuable contributions to service provider organizations are perhaps no longer justified. I would like to start a discussion around this question: […]

Filed Under: Organization Structure Tagged With: kanban, knowledge management, organizational structure, superuser, support team

Organizing for Kanban

25 April 2014 by Robert Falkowitz 5 Comments

hybrid organization

When Kanban decides against lower lead times Certain organizations applying Kanban principles may choose not to include IT operations specialists in cross-functional teams, on the assumption that it would be very hard to keep such specialists busy. These organizations prefer, instead, to group the operations specialists in their own teams, thereby increasing the risk that […]

Filed Under: Kanban, Organization Structure Tagged With: career development, cross-functional team, efficiency, kanban, knowledge management, knowledge work, knowledge workers, organization, organization structure, standardization

Case vs. Process is a matter of scope, innovation and maturity

10 December 2012 by Robert Falkowitz 6 Comments

Frederick W. Taylor

First, a reminder about why processes are used Perhaps the most important contribution of ITIL V2 to the realm of IT service management was its emphasis on working according to well defined processes. This contribution has undoubted merits, although its unthinking, blanket adoption has come under considerable criticism. Be that as it may, the fundamental […]

Filed Under: Service Management Tagged With: acm, adaptive case management, knowledge management, knowledge work, knowledge workers, process definition, processes

Knowledge and BYOD

19 November 2012 by Robert Falkowitz Leave a Comment

In an interview of Rohit Ghai, of EMC, on an ACMLive event [no longer available on line], an interesting twist was given to the traditional goal of knowledge management. This goal is often described as “providing the right information to the right person at the right time, to support making the right decision.” Rohit spoke […]

Filed Under: Knowledge management Tagged With: BYOD, knowledge management

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