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Showing posts from July, 2015

Perspective

About two years ago I wrote a blog on the four “Ps” of Service Strategy.  Today we going to expand on Perspective, the 1st of the four “Ps” of Service Strategy.   Perspective is the vision and direction for the services you will provide, and is realized through conversations with your stakeholders.  A well-defined vision and mission statement allows a common goal to be pursued by both the business and IT. This enhances the organizations ability to focus on the customer perspective and the business outcomes that the customer desires, and to implement a continual service improvement approach so that you are regularly enhancing and differentiating the services you provide. In this way the business stays relevant to the changing business environment.
The perspective describes what the organization is, what it does, who it does it for, how it works and enables this to be communicated easily to both internal and external stakeholders.  It defines the overall direction for the organization a…

Why ITSM and DevOps? Ask NYSE, United Airlines, Microsoft…!

The NYSE reportedly told floor traders the exchange had to suspend trading due to an error with a systems upgrade that was rolled out before the market opened.  Early in the morning the NYSE sent out a message alerting traders that there was a reported issue with a number of the exchange’s gateways.  It appears that performance degraded from there and a few short hours later trading halted! ( http://fortune.com/2015/07/08/nyse-halt/for full story)
How does this happen?  Other issues reported that same week included United Airlines who closed all flight bookings due to what was labeled a “Router” issue.   Microsoft GoToTraining impacted several business owners and customers due to a suspected “Citrix” upgrade.   If ever a case for why do we need Service Management processes that are aligned with business outcomes can be made, one only needs to listen to the news.  Just yesterday a computer system outage disrupted Spirit Airlines flights at Chicago O'Hare, forcing the carrier to canc…

Utility and Warranty

If you are in the position of providing IT services to customers then you know the importance of the statement: Utility plus Warranty equals Value (U+W=V).  So when we talk about value, we must consider who determines that value and what are the components that go into making up the agreements that will define how value gets created and delivered.  The value of a service is normally defined as “the level of service that meets customer expectations” and is often measured by how much the customer is willing to pay for the service. An industry trend today that may have been excluded in the past is the ability of the service provider to be able to define and document the costs involved in providing that service beyond its core value.
Services being intangible and unlike products do not have much inherent value.  This value does not get realized until the service is actually utilized and enables someone to create the desired business outcome, which means that the provider of the service d…

Improvement / Transformation As a Result of Disruptive Processes

I was recently asked about companies that have made improvements and/or had significant transformation as a result of disruptive processes.  The one that I am familiar with is Netflix and their philosophy of injecting failure into the production environment to ensure systems are fault-tolerant and how they continually test their ability to survive “once in a blue moon” failures.
Introducing Chaos Engineering - Netflix Simian Army http://techblog.netflix.com/2014/09/introducing-chaos-engineering.html
I did some additional Google searches:  “Disruptive improvements” & “Improving your IT services in a disruptive way”.  I think the following sites and resources provide more insight: Disruptive Business growth steps – Dow Corning
https://www.dowcorning.com/content/publishedlit/solarticles/simple_steps.pdf IPhone success: Disruptive innovation and continuous improvement
http://businesstheory.com/apple-teach-product-development/ Disruptive technologies: Advances that will transform life, busines…

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