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Showing posts with the label Service Lifecycles

Strategy - Are Service Models Required?

A recent question came from an ITSM practitioner who asked “Just what is a Service Model anyway?” Within the context of service management, you will likely here reference to the “Service Model” in every lifecycle stage but none more so than in the Service Strategy lifecycle. A little background: Within the context of best practice, it is in the Service Strategy lifecycle stage that a proposal is submitted.  This proposal is a formal request for a new line of business or service and will be processed through the pipeline of the service portfolio to be defined, analyzed, approved and chartered.  This approval is the executive authorization and will result in the service being chartered.   The proposal will include a high level “Service Model” and be accompanied with a full-blown business case. Once a service is chartered it will generally move to the Project Management Organization (PMO) where the chartered project is initiated for design. Service Model: A Servi

Service through Knowledge Management

I believe that a service provider can improve by choosing to follow best practices from ITIL, Lean, Agile and more.  That said I also believe that Knowledge Management will be the glue that ties in all together. Knowledge is required to deliver maximum results.  Knowledge Management ensures the right knowledge to the right people at the right time.  Think about yours or your customers service provisioning model.  How much time, money and resources is spent because of the lack of knowledge at the right time?  How frequently do we need information or access to the information and it is NOT available?  Not only is information not available when we need it, but sometimes it is replicated in many ways in many different places so that there is no real way to determine the definitive source.  It is difficult to get management control over the outcomes of an organization when the knowledge is out of control.  Knowledge Management is required throughout the Service Lifecycle.  A few exampl