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

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manifesto

A Manifesto for Service Management Agility—Summary

24 November 2017 by Robert Falkowitz 3 Comments

Agile service management as a subset of agile work, a subset of work in general

Over the past few months I have analyzed the propo­sitions of the Manifesto for Agile Software Development in the context of the issues specific to service management. On this basis, I have proposed revised propositions intended to address the question of agility in service management and have added a fifth proposition. These new propositions constitute […]

Filed Under: Agility, Service Management Tagged With: agile, manifesto, manifesto for software development, rigidity

A Manifesto for Service Management Agility—Part V

7 November 2017 by Robert Falkowitz 1 Comment

decision-making authority vs cost cutting

I have written four articles, each analyzing one of the propo­si­tions of the Manifesto for Agile Software Development and proposing a modified ver­sion based on the issues characterizing the management of services. In this article, I ask whether there are values pro­moting agility and specific to the management of services that I have not yet […]

Filed Under: Agility, Service Management Tagged With: agile manifesto, communications, decision making, manifesto, manifesto for software development, organizational structure

A Manifesto for Service Management Agility—Part IV

27 October 2017 by Robert Falkowitz Leave a Comment

route options for travel from Geneva to Milan

Also I shall untangle by what power The steersman Nature guides the sun’s courses, And the meanderings of the moon… lest we should think They roll along by any plan of gods. —Lucretius, De rerum naturæ V1 This is the fourth part of a series proposing a Manifesto for Service Management Agility. It draws upon […]

Filed Under: Agility, Service Management Tagged With: agile, agile planning, Eisenhower, John Boyd, manifesto, manifesto for software development, OODA, planning, rigidity, service design, Sun Tzu, von Moltke

A Manifesto for Service Management Agility—Part III

5 October 2017 by Robert Falkowitz 1 Comment

Provider/consumer interaction is at the heart of services

This is the third part of a series proposing a Manifesto for Service Management Agility. It draws upon the Manifesto for Agile Software Development and proposes a modified version of that manifesto’s propositions, based on the issues characterizing the management of services. In this installation, I will discuss the first proposition, “Individuals and interactions over […]

Filed Under: Agility, Service Management Tagged With: adaptive case management, agile, emotional intelligence, empathy, inquisitiveness, manifesto, manifesto for software development, respect, rigidity, trust

A Manifesto for Service Management Agility—Part II

14 September 2017 by Robert Falkowitz 3 Comments

Agilely testing the waters - a manifesto for agile service management

This is the second part of a series proposing a Manifesto for Service Management Agility. It draws upon the Manifesto for Agile Software Development and proposes a modified version of that manifesto’s propositions, based on the issues characterizing the management of services. In this installation, I will discuss the third proposition, “Customer collabor­ation over contract […]

Filed Under: Agility, Service Management Tagged With: agile, commitment, engagement, fit for purpose, fit for use, manifesto, manifesto for software development, rigidity, serendipity, value

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

Manifesto for Service Management Tools

17 June 2014 by Robert Falkowitz 4 Comments

The service management marketspace is populated with hundreds of tools, nearly all of which resemble each other more than they are distinct. Fundamentally, they are a place to log tickets of various types, to push those tickets to various roles for their updating, to document the structures upon which the handling of those tickets depends […]

Filed Under: Service Management Tools Tagged With: 2nd line of support, 3rd line of support, manifesto, ontology, plugins, tools

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