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Is service management broken?

For years now I have been wondering if we need to take a new approach to service management, some, I think, have even had the same thoughts. With approaches such as ITIL® and ISO/IEC 20000 being updated, some of these thoughts that I have had may be addressed. I have seen some calling for ‘inside out thinking’ and ‘outside in thinking’ (not just in VeriSM™), and enterprise service management, amongst other things, but none of…

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Service Management – It’s All About the People

In a year when the Service Management community has been presented with VeriSM™ and will get major updates to ISO/IEC 20000-1 and ITIL®, a book has been published that adds new perspectives to what these frameworks present. Service Management – it’s all about the People combines Integral Psychology and Service Management. It shows a human-oriented perspective on Service Management that takes multiple perspectives on how to best provide services to your customers. Perspectives that until…

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