Until 2020, the USM Newsletter was only published in Dutch. You can find all editions here. Starting in 2021, the USM newsletter is published in English, as a LinkedIn Newsletter.
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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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The Dutch Experience – part 8 in the series on SMMs – read part 1, part 2, part 3, part 4, part 5, part 6, and part 7 SMMs can be used for various goals, including: improving the organizational capability to deliver services improving the quality of d…
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The Dutch Experience – part 7 in the series on SMMs – read part 1, part 2, part 3, part 4, part 5, and part 6 – An SMM is a method, and subject matter experts (organizational change agents) can be trained to apply the method. A framework, a set of opti…
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The Dutch Experience – part 6 in the series on SMMs – Also read part 1, part 2, part 3, part 4, and part 5 In the previous columns I discussed the origin, context, the elements, and the deployment of a Service Management Method (SMM). I now continue wi…
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The Dutch Experience – part 5 in the series on SMMs – Also read part 1, part 2, part 3, and part 4 Before adopting any approach, an organization should understand exactly what it could expect from adopting it. SMMs can be deployed in a standardized pro…
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The Dutch Experience – part 4 in the series on SMMs – read part 1, part 2, and part 3 – Traditional ITSM projects often stop after the processes are described, after the tool is configured, and after the staff is trained. An SMM supports organizations…
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The Dutch Experience – part 3 in the series on SMMs – read part 1 and part 2 A Service Management Method (an SMM) is – indeed – a method. A method is defined as a reproducible, systematic approach towards a specific goal, which can be learned and appl…
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The Dutch Experience – part 2 in the series on SMMs – read part 1 here. In the 1990s, in the Netherlands (as well as in other countries), many projects for improving IT service organizations, using ITIL best practices, had not delivered the expected r…
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The Netherlands are way ahead of other countries in terms of systematically and methodically improving service organizations – at least that’s what I think. I’ve decided to write a series of 10 blogs on this topic, not on my own website, but at LinkedI…
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