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 […]
A proper process model
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 of an IT organization.Therefore it should be: Result oriented – if it not leads […]
Two common failures
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 service management models should support the delivery of valuable IT services, […]
NEN 7510, the opportunity for improved patient care and IT services!
Information security in healthcare is often perceived as a burden. While working with NEN 7510 can actually enhance the quality of your patient care!