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

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Technology and Agility

7 June 2018 by Robert Falkowitz Leave a Comment

Restored columns at Epidauros

A recent visit to the ancient site of Epidauros brought to mind some thoughts about how technology can work adversely to agility. The site of Epidauros is perhaps one of the most famous of Hellenic antiquity. Its Askleipion is inscribed in the list of world heritage sites. Fig. 1: The theater at Epidauros While the […]

Filed Under: Agility Tagged With: technology, tools

Violin plots for services & kanban

16 March 2018 by Robert Falkowitz 1 Comment

Concept of a violin plot

I have frequently remarked that “traditional” analysis of service events and the plotting of data is highly misleading. This is due to a distribution of data that is neither symmetric nor normal. A useful data plotting tool for asymmetric, non normal data distributions is the violin plot. This article joins my series of articles concerning […]

Filed Under: Graphical management tools, Kanban, Service Management Tagged With: asymmetric distribution, box plot, histogram, interquartile range, lead time, median, normal distribution, probability density, reliability, tools, violin plot

Manifesto for Service Management Tools

17 June 2014 by Robert Falkowitz 4 Comments

The service management marketspace is populated with hundreds of tools, nearly all of which resemble each other more than they are distinct. Fundamentally, they are a place to log tickets of various types, to push those tickets to various roles for their updating, to document the structures upon which the handling of those tickets depends […]

Filed Under: Service Management Tools Tagged With: 2nd line of support, 3rd line of support, manifesto, ontology, plugins, tools

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