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

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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 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

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