White Papers
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Service Intelligence - Value Realisation by Design
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Value is a word
often used but more often misunderstood. So how does Service
Intelligence break this paradigm?
This paper looks at how service management practices can be
aligned to business activities and improve visibility of
activities, sharing working practices and improve efficiency of
operations through a truly collaborative approach.
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Presentations
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Aligning Culture and Strategy for Digital Transformation |
Digital
Transformation is so much more than shifting to the cloud. It is
a business project that requires the culture of the business to
change just as much as the technology, in so doing adopting new
ways of thinking and working practices. In this presentation I
look at the cultural impact as well as options to achieve the
desired change.
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Articles
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The Cost of Unintended Consequence
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Things happen for
a reason, whether intended or not. service mangement practices
can be applied to more than just technology.
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The Value of Service Management
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Where does Service Management fit into
the modern technology landscape and what impact does it play in
enabling the business?
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Time Marches On
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Engagement is key
for success and without a supporting stakeholder is sure to end
in failure. Yet each of our stakeholders has a different
motivation for engaging and understanding this is essential to
create successful outcomes.
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Are you Receiving me
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Communication is a two way process and
key across all that we do including requirements gathering,
conveying decisions, hearing the voice of the customer.
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Harmony in My Head
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We all have a
value system that determines our decisions and actions. How then
do we create and communciate a set of shared values that we can
all get behind and bring peopel together to a common cause?
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Like a Phoenix Rising from the Ashes
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At the time that the Covid pandemic
hit, business was faced with the dilemma of how to continue to
function whilst dealing with the issues of a displaced
workforce. This is the challeneg fo organisational change. What
then would the future hold for this new way of working?
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Change Becomes Us
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Change is not
enough to just say it; to make change happen, we must be the
change. In so doing it is necessary to address the "what's in it
for me?" and find the motivation that appeals to all.
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The Shared Service Challenge
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Just as no one business is the same,
the same can be said of shared services. Embarking on a shared
service strategy can offer significant advantages provided it is
done so with an udnerstanding of what the model entails and
appropriaet mitigations are put in place to help ensure its
success.
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More to this than meets the eye
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Are service models
properly understood and supported? When proposing a new service,
are the behind the scenese services managed that enable the
success of what the customer wants factored into the model?
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Today Will Not Be the Same as Yesterday
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A reflection on the challenges of job
hunting and the parallels with organsation change management,
introspection and the value of lessons learnt.
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The Legend of Kip Cave
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Who is Kip Cave?
Knowledge is Power Completely Against Virtually Everything.
Resistsors exist in evry organisation but that does not mean
their influence has to be nageative. Who are the resistors in
your organisation and how do you manage them to make them a
positive influence?
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A Proposition you can't Refuse
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Balancing demands against what must be
done without significant disruption to daily operations is an
ongoing challenge for continuous imrprovement.
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Hold that Thought
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An abstract view
on the lifecycle. Ideas are the seed of innovation, so how do we
capture, asses that is the right thing to do and then convert to
something tangible? The idea is adopted and enters the pipeline
to make it real. How will that idea be brought to reality and
who will do the work? What are the relationships to other
services or existing services performing some simiar functions?
What next after go live and how do we impriove on where we are?
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My Antidote to Anarchy
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What does it take to establish a
predictable and repeatable service operation? Bringing
technology closer to the business means that technology and
those that deliver must be part of the business also. Adopt the
language and adapting methods to match with how things happen in
the workplace increases understanding and improves the
likelihood of adoption.
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Physician Heal Thyself
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Self-Help and the
shift-left are part of improving the customer expeirence and
minimising the impact of issues encountered. What though of the
knowledge systems themselves and what does it take to to improve
the quality of the content and the usefulness to the intended
audience?
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Is it all just a Question of Balance
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Bringing together traditional service
management and agile practices to create a modern service
management practice that is future fit.
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