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lean process

Lean Incident Management

13 June 2016 by Robert Falkowitz 6 Comments

incident and user support

A vicious cycle in incident management Lean incident management is the resolution of incidents in a manner respecting lean principles. Being lean allows us to significantly reduce the extent of the control activities in the process and the number of organizational roles created to exercise those control activities. For, I have often seen a vicious […]

Filed Under: Incident Management Tagged With: Cynefin, Incident Management, incident resolution, lean, lean process, value stream, vicious cycle

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

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