Organized by the SURVUZ Foundation and itSMF Australia: the first of 2 USM Knowledge Exchange sessions.

Title: Repairing ITIL’s blind eye with USM’s new thinking about service management architecture

Time:  3:00 PM  Perth Time   (5:00 pm AEST)

Presenter: Jan de Vries

For more than 30 years, we have tried to solve the challenges of Business-IT Alignment, the challenges of getting in control of IT and the ever growing complexity, with practice-based frameworks. Maybe – just maybe… – we should listen to Albert Einstein: “We cannot solve our problems with the same thinking we used when we created them.”

Maybe – just maybe…. –  we should take a step back for a helicopter view of the approach we have followed – so we can take a step forward in evolution. This is how the Dutch developed the Unified Service Management method (USM), as a companion to ITIL and other practice-based frameworks, ISO standards, and techniques like Agile and DevOps. With USM, they repair the blind eye, enabling organizations to finally deliver sustainable improvements in their service organizations. Even the Dutch government adopts USM for their new service delivery strategy.

Unfortunately, “new thinking” is hard to adopt. It requires that you unlearn or rethink what you learned before. And maybe your business model was firmly built on the old knowledge, so you have a commercial interest to hold on to the old thinking. Nevertheless – if we can believe Albert Einstein – unlearning can be necessary if we want to take a leap into a new future, if we want to make a significant step forward in evolution, if we want to deploy a great Enterprise Service Management strategy.

This step forward is based on Systems Thinking, and on Service Management Architecture. It differs significantly from the traditional approach, because it starts at the other end of the stick: it doesn’t start with best practices, it ends with them. The results of this new approach are astonishing, and maybe even disruptive. They enable you to significantly reduce your organization’s complexity and to get much more out of your tooling. But best of all: it’s exceptionally simple and you can do it yourself.

This session is the first of two USM Knowledge Exchange Sessions for itSMF Australia. It will be followed up by an online session of the itSMF branch New South Wales. The second session will explore some of the practical applications of the USM Method.

Guests can participate in these sessions.

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