• Skip to main content
  • Skip to primary sidebar

This view of service management...

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

  • Kanban eLearning
  • Services
    • Kanban Software Solutions
    • Consulting & Coaching
    • Training & Seminars
  • Posts
  • Events
    • Events – Agenda View
    • Events – Calendar View
    • International Service Management Calendar
  • Publications
    • Our Publications
    • Notable Publications
    • Quotes
  • About us

urgency

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

Objective Urgency

15 September 2013 by Robert Falkowitz 2 Comments

Impact 1

Little urgency; less impact It is a paradox that most organizations understand incident impact fairly well, but find it difficult to measure, whereas their understanding of urgency leaves something to be desired, but it is not so difficult to measure at all. Some of the confusion is due to the so-called “best practice” of calculating […]

Filed Under: Incident Management Tagged With: impact, Incident Management, incidents, priority, urgency

Patterns of incident handling

26 December 2012 by Robert Falkowitz Leave a Comment

total impact equation

Incident management is halfway between BPM and ACM I have discussed elsewhere in these columns the relationship between process-oriented work and adaptive case management. This framework will help us to refine the understanding of how incidents may best be handled. Incident handling is a good example of work that has features of process-oriented work, such […]

Filed Under: Incident Management Tagged With: acm, adaptive case management, impact, Incident Management, patterns, PBM, Service Management, unpredictable, urgency

Primary Sidebar

Kanban eLearning

Kanban training online

Recent Posts

  • The Three Indicators
  • Visualization of Configurations
  • How to increase visualization maturity

Tag Cloud

manifesto for software development automation change management manifesto flow context switching process definition lean management bias urgency rigidity value stream process metrics problem kanban board Cost of Delay risk incident lean ITIL knowledge management adaptive case management priority service manager agile kanban Incident Management agility incident management tools resource liquidity cause waste impact flow efficiency service request change control Service Management statistical control chart knowledge work service management tools
  • Kanban eLearning
  • Services
  • Posts
  • Events
  • Publications
  • Subscribe
  • Rights & Duties
  • Personal Data

© 2014–2021 Concentric Circle Consulting · All Rights Reserved.
Concentric Circle Consulting Address
Log in