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 amount of processes or practices, expanding service catalogues, detailed design of ITSM-tooling……. and no customer value. The false feeling of security at management level in describing everything in detail, and afterwards concluding that their genius design is not applied…
Providing clear and actual information
Customer value is the result of operational actions and co-creation. So when you design your practice everything should be focused on supporting the IT-professional. They should like to work with the practice, feeling supported. Complete and compact. Providing clear and actual information on what is expected (SxLA) and what is experienced.There is no value in a complex and detailed model if it is not applied.(The shown process model is part of The ISM Method v5)
Wim Hoving
(Result-oriented connector
of People and Process,
architect of the ISM Method)