Another great post by our guest editor, John Worthington. When I previewed the Dual-Lens Assessment Model, a colleague challenged me with a sharp observation. “I’m still having some doubts about the value dimension, as I think it’s often a deliberate c…
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A post by our guest editor, John Worthington. Confessions of an assessor turned rebel We were doing an assessment for a health care provider when the reality began to sink in. Suddenly the conference room was full of huge spider graphs, while we franti…
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A post by our guest editor, John Worthington. What Is a Real Management System (and Why You Don’t Have One) Why frameworks, tools, and certifications aren’t enough You’ve been told you have one. Maybe it’s called your ‘Service Management Platform’. May…
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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. One of these live questions in that webinar was: “𝐖𝐡𝐚𝐭 𝐚𝐫𝐞 𝐬𝐨𝐦𝐞 𝐞𝐟𝐟𝐞𝐜𝐭𝐢𝐯𝐞 𝐬𝐭𝐞𝐩𝐬 𝐭𝐨 𝐫𝐚𝐢𝐬𝐞 𝐭𝐡𝐞 𝐦𝐚𝐭…
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n the previous six posts on the term ‘maturity’, we learned how an organization can determine its maturity in a meaningful way, based on their power to create value instead of the plain technical capability measures that used to be the base for this. N…
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At level 5, business-driven, the provider adds value to the customer’s business through a business partnership. They actually become part of the customer’s business. The provider invests at its own riskin the development of services that create (even)…
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At level 4 of the Value Maturity Model, customer-driven, a balance is created between the position of the customer and the provider. The customer and the provider learn to determine together how the service is provided and how value is created for the…
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At level 3, service-driven, the role of the customer changes. The customer indicates which services are needed, expressed as the continuous availability of specific systems. They also specify how these systems should be supported to deliver the require…
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At level 2, system-driven, the technology is under control. It’s either the result of internal production, or – when outsourced – it is delivered by specialized companies that act at level 1 of the Value Maturity Model. The provider can make coherent s…
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The first level in the USM Value Maturity Model is Technology-driven. At level 1, the provider’s attention is focused on delivering goods or actions. Their marketing demonstrates their focus: “we have the best product – it’s better that the product of…
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