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This view of service management...

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

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process

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

Minimum viable process

7 February 2016 by Robert Falkowitz 10 Comments

Start simple I told my customer to start managing changes by using the simplest possible activity for change control, and then use a continual improvement approach to develop that activity in a way that meets the real needs of the organization and is also acceptable to the stakeholders.  Let me call that simplest of processes […]

Filed Under: featured, processes Tagged With: lean, minimum viable process, minimum viable product, process, process definition

On Roles

1 February 2014 by Robert Falkowitz Leave a Comment

One actor, many types of roles

What is a role? Those of us accustomed to thinking of doing work using formal processes are well aware of the concepts of roles. A role is an abstraction of the individuals or organizations that habitually perform certain activities. Not only does a role describe what a person does habitually, it also describes what they […]

Filed Under: Roles Tagged With: accountability, accountable, process, RACI, responsibility, responsible, Roles

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