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 […]
Service Management
A Manifesto for Service Management Agility—Part V
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 […]
A Manifesto for Service Management Agility—Part IV
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 […]
A Manifesto for Service Management Agility—Part III
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 […]
A Manifesto for Service Management Agility—Part II
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 […]
A Manifesto for Service Management Agility—Part I
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 […]
Creating a service catalogue should not be so difficult!
Organizations find creating a service catalogue difficult It is a great mystery why service provider organizations that attempt to improve the management of their services often do not have the most fundamental document—a list of its services. How can one even imagine trying to manage services if those services have not even been identified? Service […]
Types of Tool Automation
Types of tool automation The fundamental difference between a software tool and most types of tools is that software can be programmed to automate one or more tasks. Most other tools do not automate work at all, only extending the capabilities of the wielder of the tool. Certain mechanical tools can automate a task, but, […]