Is service management broken? May 13, 2018 – Posted in: Service Management – Tags: , ,

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 these seems to address the human side of the big picture.

Then I come to the approach to service management that I most recently discovered when contacted by it’s creator, Dolf van der Haven. The Integral Service Management Framework (ISMF) which adds multiple perspectives to traditional service management that have not been emphasised sufficiently elsewhere.

The ISMF is based on Integral Psychology: psychology using approaches from many different perspectives that all contain part of the truth, but only when used together permit a complete view of the person.

The power of Integral Psychology is that it permits us to look at service management from a large number of different perspectives that otherwise easily get ignored: culture, communication, motivation, behaviour. Integral Psychology applied to service management leads to a more human-oriented and value-driven way of providing services.

Service management isn’t broken, we just need to adapt and adopt it using innovative approaches like the ISMF.

You can find out more about the ISMF approach to service management by buying A Quick Start Guide to the Integral Service Management Framework, or chat to Dolf on our LinkedIn group ITSM and ISO 20000 Group.

The ISMF website can be found at

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