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

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outcome

On outputs and outcomes

3 May 2018 by Robert Falkowitz

outputs and outcomes

I have frequently discussed in passing the difference between the outputs and outcomes of work. Given the importance of the distinction between the two for your service models, it is worthwhile examining the issue in more detail.1 What do I mean by outputs and outcomes? Why is it important to distinguish be­tween them? Some definitions […]

Filed Under: Service Model Tagged With: outcome, output, service model

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

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