An indicator of the increasing popularity of kanban is the number of software tools and online services that claim kanban functionality. For those practitioners who have seen the tremendous benefits of kanban, this should be a gratifying development. But what does it really mean for a tool to support or to enable kanban? And what […]
Priority is a classic example of a proxy variable that leads to distortion of service management practices. What do I mean by “proxy variable”, why do I say that this hallowed service management concept leads to distortion and what might we do to remedy this issue?
Little urgency; less impact It is a paradox that most organizations understand incident impact fairly well, but find it difficult to measure, whereas their understanding of urgency leaves something to be desired, but it is not so difficult to measure at all. Some of the confusion is due to the so-called “best practice” of calculating […]