Blogs

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...

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...

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...

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...

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...

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,...

A proper process model is a co-operation model, essential to realize customer value. It’s not science! It should do the job! Complex models are killing for successful application. It’s not  ideology, it’s about value and result.It’s an important part of the practice...

Two common failures of process models: Not holistic and too complex. If models are not holistic they miss essential parts, the chain is not complete.If models are too complex they are not applicable and therefore useless. It’s a fragile balance... Use clear goals IT...

While many of us emphasize the quality of IT services or information systems – and rightfully so – it's ultimately the results that matter most. People design, purchase, build, maintain, restore, and utilize IT services. It's our approach to work that determines the...