I recently had the chance to encounter a very telling situation about the modern world. A presenter was talking about how the college age generation (the future employees of IT and business) was moving away from what he called “old style web pages”. That is full web sites and pages overloaded with content and information that requires someone to commit time to actually “reading”. The preferred communication approach for the upcoming generations is rather the “text” or “tweet”—140 or so characters of information or knowledge spun into the universe as snippets of data, information, knowledge and wisdom. Older generations are capable of producing such ‘text bites” of knowledge, but generally see them as links or parts of a much bigger activity called a conversation. For the future those “texts” and “tweets” will be the whole conversation or story: beginning, middle and end in 140 characters or less. It brought to mind the importance of coupling existing knowledge management with new or ...

🔄 Update Note (ITIL 4): Since the publication of this post, ITIL has evolved significantly. In ITIL 4 , the framework has shifted from the traditional service lifecycle to the Service Value System (SVS) , emphasizing a more holistic and flexible approach to service management. Additionally, ITIL 4 integrates practices from Agile, DevOps, and Lean, promoting adaptability and continuous value co-creation. The introduction of value streams offers a comprehensive view of value delivery, integrating various activities beyond traditional project boundaries. While the core distinctions between services and projects discussed in this post remain relevant, we recommend consulting updated ITIL 4 guidance for the most current best practices. A question arose recently concerning the relationship between Service Management and Project Management. This is a topic of interest to many people since on the surface both approaches seem to be fighting for some of the same work space in organiz...