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

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Demand Management: Chimæra, Selkie or Sphinx?

2 September 2019 by Robert Falkowitz 1 Comment

What is demand management? Sometimes it seems like a chimæra, other times like a selkie and yet other times like a sphinx.

Filed Under: Demand management Tagged With: core service, demand, demand shaping, project, service level package, service request, supply, support service

AI for Service Request Management

25 March 2019 by Robert Falkowitz Leave a Comment

service request classification

The Model of Artificial Intelligence in a Service System is exemplified by the case of classifying service requests

Filed Under: Artificial Intelligence Tagged With: service request

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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