* Posts by LeanITmanager

3 posts • joined 4 Oct 2009

Let’s hear it for service centricity

LeanITmanager

Service consumption (not delivery) as a core capability

Jon,

There may be a distinct danger that the only people who understand recursion (all the way down) will have to be born before ’58 (Algol’s bird year) or at least before ‘68 (the Algol refresh). During computer science class my kids today learn how to type in word or powerpoint (I am not kidding).

Now the Achilles heel of OO always was that everyone wanted to build and nobody wanted to consume. The good news is that the core capability of today’s youngsters is consumption (as we just saw, an essential skill for successful IT going forward , see also http://bit.ly/consumerisation).

Too bad today’s standard for IT Service Management (ITIL V3.0) has taken the eye of the consumption ball somewhat and is unlike 1.0 and 2.0 focused almost exclusively on service providers nor service consumers. While the cloud will mean that for the average organization the management of service consumption will be way more important than managing service delivery.

The SMI (Service Measurement Index) as initiated by CA technologies and endorsed by Carnegie Mellon looks like a good first step (just like consumers/buyers of a new TV set , first look up what other consumers found, so should organizations about to consume a new service check out what other organization found of this service. Guess for cloud “reuse” is just as important as it was for OO and thus SOA. So we better hope “reuse” does better this time?

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Is IT service delivery really changing?

LeanITmanager

Speed matters

John, I agree with your observation, but time to make the transition is a luxury IT cannot afford: “business continues during the refurbishing”. To many IT departments “the cloud” can be seen as a supply chain partner or as a competitor. IT needs to make the same transition that manufacturing made some years ago: from the manager of the factory to orchestrator of the supply chain (I collected some pointers about this at http://bit.ly/GP100227). But, if the head of the factory is too slow in making the transition, a new supply chain czar is likely to be recruited.

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Service management: A million jobs or a job with a million parts?

LeanITmanager
Boffin

Why is it so complex to make IT simple?

Martin,

We indeed now have business people running business and IT people running IT. The question I would like to ask is: Could we not go back to a situation where we all focus on running the business (servicing the customer), of course each from our own discipline: the sales guy sells, the factory guy manufactures and the IT guy automates and administers the processes? IT alignment is basically a modern ailment (a prosperity disease). When I started, we did not worry about “aligning”, we worried about sales, production, customer commitments, etc..More and more people now see IT as “a factory of services”, and through approaches like Lean IT (adopted/adapted from Lean Manufacturing) they try to make it an efficient factory, focusing on maximizing value (customer value that is) and minimizing waste (like unneeded (IT) complexity). Interested in your view on this movement.

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