A post by our guest editor, John Worthington. The article Ditch the RACI. Fix the Job Description, by Dr. Janet Sherlock highlighted several problems with RACI matrices. In theory, they’re intended to clarify roles, but in practice, they often introduc…
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Another great post by our guest editor, John Worthington. “Supply chains are evolving into multi-agent systems, more like autonomous ecosystems than linear processes.” — Alberto Chierici Let’s sit with that for a moment. In his excellent post on Gradie…
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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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Service management is managing services. If you want to deliver services in a systematic way, you’ll need a management system. The scope of the required management system is often a team, a department, or a business unit. Organizations that extend this…
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Devil’s Triangles lead to poor cooperation between parties. And the customer – the user organization – usually is the victim. A systematic approach to service management helps you prevent the devastating effect of Devil’s Triangles. In service manageme…
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A Project Management Office (PMO) is a well-known organizational structure for managing projects. In recent years, Service Management Offices (SMOs) have also been emerging. What is the difference? What is similar? Can the one coexist with the other? A…
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When I got together with a few other enthusiastic guys, back in 1993, I did not expect that ITIMF-NL (as it was named in the early days) was going to be as successful as it has been for many years. I also did not expect it would be one of the fi…
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A phenomenon I’m regularly running into is the SSC, the Shared Service Center. It is an initiative based on the desire to profit from the economy of scale, when two or more organizations are sharing some common, comparable services in a single organiza…
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