Skip to main content


Showing posts with the label service

The Four Dimensions of Service Management

For every system that is utilized to provide a service, there are four dimensions of service management. If we are to think and work holistically that means that every practice, and every aspect of service management for services need to be considered in light of these four dimensions. Organizations and People The aspects of the organization and people dimension are all related to the creation, delivery, and improvement of services. To improve these aspects, everyone in an organization must understand its objectives and how they contribute to those objectives. It is not uncommon to see organizations restructuring in an effort to reap the benefits of Agile, Lean, and DevOps practices. Organizations are increasingly forming cross-functional teams or product teams in an effort to break down silos and enable more effective collaboration. None of this can be accomplished without understanding how powerful the culture is in terms of its influence on organizations and individuals. Fo

What is a Service?

This is perhaps one of the most important yet challenging questions in all of IT Service Management. In fact it makes ITSM possible (given the realization that it is IT Service Management). I pondered this question while having lunch and catching up on some industry reading about value and customers. The ITIL© V3 definition of a service is as follows: A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. So given this definition, how do we know what exactly is a service? As a result of my pondering (and some sauce spilled on my blazer from my lunch) I came to a conclusion. Simply, a service is anything you do to help other people accomplish a goal. In other words it is “work done for other people”. If a person could accomplish the work themselves, would they need service provided to them? Maybe, but often, they can’t do it as well, as cheaply, etc. As an example, let’s go back to the s