If your enterprise is using multiple practice frameworks, you are guaranteed to have a fragmented critical path. Not because the frameworks are bad — but because none of them define a universal operating architecture. Every practice assumes partial own…
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A post by our guest editor, John Worthington. 🧩 From Documentation to Engagement In a recent post, Hank Marquis nailed a timeless truth: “Great leaders know process is about engagement, not documentation.” That distinction may be the single most import…
Read more »A post by our guest editor, John Worthington. Why clarity of service context makes every Help Desk smarter At a recent Open Service Community (OSC) meetup, a familiar question sparked a lively debate: “Is a password reset an incident or a service reque…
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A post by our guest editor, John Worthington. This post was triggered by another post which you can find here, and it reminded me of an old rant from 2007. The infamous CMDB (Configuration Management Data Base) — or as USM would call it, the Managed…
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A post by our guest editor, John Worthington. I’ve ranted about the process river before; this one’s about “floating analysis”, which refers to the complex task of dissecting and understanding processes that lack well-defined boundaries. In my initial…
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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 event of the APMG series on the USM Revolution, we got a question that we still needed to answer: What’s the difference between process and routines? The short answer is ‘A process is one of the three possible types of routines’. If you…
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The term ‘value stream’ is subject to a serious hype. As usual with a hype, providers jump the bandwagon when they see opportunities to get turnover in a new market – even if it is an existing market that is just relabeled. Customers are then simply m…
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One of the hottest topics around: value streams. I’ll demonstrate that this – once again – is old wine in new bottles, and maybe we should treat it as a hoax. It’s a term frequently used by consultants to masquerade that they haven’t been able to solve…
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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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