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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—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

Priority, Cost of Delay and Kanban

25 September 2014 by Robert Falkowitz 4 Comments

Metric proxies

Priority is a classic example of a proxy variable that leads to distortion of service management practices. What do I mean by “proxy variable”, why do I say that this hallowed service management concept leads to distortion and what might we do to remedy this issue?

Filed Under: Kanban Tagged With: Cost of Delay, expediting, impact, just in time, priority, proxy variable, pull system, push system, service level agreement, trust, urgency, work in progress limit

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