The circle of customer value: how IT truly delivers value
Many consumers of IT services let IT report on the quality of its own performance. That’s not only quite strange, but it also shows that the customer doesn’t fully understand or fulfill their own role — nor do they recognize how and why IT services are actually delivered. As a result, this is one of […]
Build on your people, not on roles
When organizations want to apply frameworks like ITIL or DevOps, they usually start by designing practices and processes from the top down: What needs to be done? Which roles are required? But we rarely ask the most important question: How do we ensure that the people in the team can actually do this work? And […]
Customer Case Wortell
Managing Rapid Growth at Wortell Wortell, a dynamic organization, experienced a remarkable 500% growth in its workforce over three years. Rapid expansion often brings substantial challenges, particularly in maintaining effective communication and collaboration across teams. When teams fail to share information effectively, it can obscure the full picture for employees, hinder optimal performance, and negatively […]
Is the IT-manager the bottleneck?
Enhancing Service Processes for Optimal Care Delivery At Ipse de Bruggen, we understand the critical role efficient service management plays in delivering exceptional care. That’s why our IT department and Service Desk have embarked on a journey to elevate our operations using TOPdesk and ISM methodologies. Our aim? To streamline documentation, standardize workflows, and gain […]
Holistically cover and manage all activities
The successful creation of customer value demands a complete and compact process model.Complete, to holistically cover and manage all activities on strategical, tactical and operational level.Compact, because complexity cannot be managed by the leaders and applied by the professionals. The false feeling It’s amazing how many IT service organizations still create complex models, a huge […]
Apply a holistic and compact approach
If you really want to create customer value, you have to apply a holistic and compact approach. If it’s not holistic, your design will fail. If it’s not compact, your design can’t be applied. Involve all parties So when you design your IT-organization you have to involve all parties, domains, layers and resources in the […]
Processes describe how services are created
Processes don’t stop at borders, they stop when the result is achieved. Processes describe how services are created and should therefore cover the entire IT service delivery chain. The IT-department, the suppliers, and also the customer. End to end IT services use many elements of the information system, from laptop to network, applications, databases and servers, […]
IT services are created by the work of IT professionals
Something strange is going on. It’s not so hard to understand that IT services are created by the work of IT professionals.Therefore its strange that most times IT management (push) or leadership (pull) is not focusing on facilitating the professionals so they can do the job. Professionals needs In order to work effective and efficient […]
Managing processes does fail in most organizations
In many organizations, process management often falls short. The main reason? Processes are not taken seriously. For sure, everybody is saying the right thing, they really do think processes are important, but just not that important. 7 processes will do the job Besides an overly complex process model, bad leadership is the main reasons for […]
People create services. Processes support People
So when you design processes your goal is that the processes support the professionals to help them to create great services. It’s not the first role of process management to control the professionals but first facilitate them with prepared flows, supporting tools, training and advise. Many process models and there supporting ITSM tools are too complex […]