Skip to main content


Showing posts from August, 2013

ITSM – We’ve Gone Loopy! [part 2 of 2 ]

In Part 1 we discussed homeostasis in animals and compared it to negative feedback loops required to stabilize and sustain performance via Continual Service Improvement systems for optimized service management.   Negative feedback loops allow for real-time self-correction in systems and therefore contrary to the name have a very positive effect for the delivery of services throughout the value stream.   Ok!   If negative feedback loops are positive then what about positive feedback loops and how might those be used for ITSM? What is so positive about positive feedback loops? In a positive feedback loop we see the target set point as a challenge to move away from. We strive to move beyond the set point or perhaps from one stage to another. Positive feedback loops are used when we want something to happen very quickly.   We can optimize and exploit with positive feedback loops. Vivid childhood memories make real the lessons of patience as we waited for the fruit to ripen befo

ITSM … We’ve Gone Loopy! [ Part 1 of 2 ]

Feedback Loops Negative and Positive    IT professionals agree that vital information is required in order for a service provider to adapt to the ever changing dynamic needs of the business.   Best practice tells us we should create a culture of ongoing continual service improvement (CSI).   In order to propose strategies for service improvement plans that will allow us to meet the ever changing demands of our customer we need to get a pulse on what is really happening in our internal and external environment.   Taking a SWAG at it is not good enough. Data, information and knowledge are not enough.   A service provider needs to provision the measurement systems that will enable success.   In comes “Feedback Loops”. Negative Feedback loops are positive for ITSM A Negative feedback loop brings you toward your target set point to optimize and sustain an internal stable environment.   An animal maintains homeostasis or a stable body temperature through negative feedback loops.   H

The Semantics of ITIL and ITSM

In a recent class I heard learners intone that ITIL and ITSM is just an argument over semantics. For those not familiar with the term, "semantics" is the study of the use of specific words in a given context. And yes, ITIL and ITSM are really all about semantics. That is because semantics are important. How and when we use specific words can change the complete meaning and intention of our communication. This is important because the words we use in conversation or written communication reveal our thoughts, beliefs, assumptions, behavioral patterns and wisdom. ITIL in particular is like a language. Different languages approach the idea of semantics differently. A language like English or the Latin- based languages have relatively few words that have multiple meanings and can be used in many different contexts or usages. A language like Greek or some Inuit languages have a lot of words that have very specific meanings and can and should only be used in specific contexts

Balance in Operation III

In every organization the one constant is change.   In service operation, all functions, processes and related activities have been designed to deliver specific level services.   These services deliver defined and agreed levels of utility and warranty and doing so while delivering an overall value to the business.   The catch is this has to be done in an ever changing environment where requirements, deliverables and perceived value changes over time.   Sometimes this change can be evolutionary or can take place at a very fast pace. This forms a conflict between maintaining the status quo and adapting to changes in the business and technological environments.   One of the key roles of service operation is to deal with the tension between these ever changing priorities. This struggle can be broken down into four general imbalances that provide the service provider an opportunity to develop some guidelines to resolve these conflicts: ·          Internal   IT view vs. External