As most of the first ‘USM thoughts of the day’ have been posted during the end-of-the-year holiday season, this newsletter will republish the first dozen. Click the link in the list to comment, or read the posts here. 1. USM before ITIL 2. The link and…
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In the second webinar of “The USM Revolution” series on the Unified Service Management method, we received more live questions than we could handle online. Let’s now answer Live Question 7 from that webinar: “𝐈𝐟 𝐞𝐯𝐞𝐫𝐲𝐨𝐧𝐞 𝐢𝐧 𝐚𝐧 𝐨𝐫𝐠𝐚𝐧𝐢𝐳𝐚𝐭𝐢𝐨𝐧 𝐬𝐞𝐫𝐯𝐞𝐬 𝐨𝐭𝐡𝐞𝐫…
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In the kick-off event of the APMG series on the USM Revolution, we received more live questions than we could handle online. Let’s now answer Live Question 5: ISO 27001:2022 Added Configuration Mgt as part of 93 controls. How does an organization add t…
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In the kick-off session of “The USM Revolution” webinar series (https://ow.ly/1Stl50SqH3b) on the Unified Service Management method, we received more live questions than we could handle online. Let’s now answer Live Question 4: “What is the most import…
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Last week, I got a call from a government architect who, in a discussion with colleagues, failed to answer the following question: “How does the concept of data relate to the concepts of service and management system?” My answer to this question was ea…
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In the realm of organizational behavior, we’ve diagnosed a serious illness called ‘Islitis’. This illness involves the irresistible urge of teams to operate as isolated ‘islands’, rather than seeking enterprise-wide cooperation for the customer’s benef…
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Einstein once said: “You cannot solve problems with the same actions that caused it”. In other words: “if you do what you did, you get what you got”. This means that – if you want to solve the ever-growing complexity in service organizations, you’ll ha…
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An efficient organization should have one non-redundant management system. Your management system is your steering wheel and an efficient organization needs to have only one steering wheel. For comparison, just consider a car, and imagine you have two…
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In this post, we’ll discuss the long-disputed topic of prioritization. But first 6 short USM news items: We’ve already got USM resources in Dutch, English, Spanish, and Finnish, but now USM is going to be translated to German. We would like some specia…
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Case 1: A user reports “I lost my password, can you reset it for me?” Case 2: A user reports “I lost the key to my locker, can you get me a new one?” Case 3: A user reports “I made an incorrect entry in application X, and now my data is corrupted, can…
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