A balanced scorecard for service desk

Here is an example balanced scorecard for a service desk

Supplier Engagement Model

When establishing the relationship with an external service provider (outsourcer), why do we document a whole operating model spanning both organisations? The whole point of outsourcing is that the supplier should be a black box, with inputs, outputs and performance requirements. What we need to define is the interface between the two entities, to ensure the operating models of each one mesh properly together. Define the connecting cogs, or the plug-and-socket - choose your analogy.

Service catalogue samples

....are over on the IT Skeptic blog

some sample ITIL service catalogue documents. They may not be flash but they are better than what you get in the ITIL V3 Service Design book. I have used these a couple of times with success but they are not extensively road tested: they are provided on an as is basis with no warranty or support.

The Tipu Framework

A framework is a structure to organise ourselves around. Tipu has its own Framework to allow us to organise our thinking and have something to compare other frameworks to (to identify the gaps – we like to think Tipu is pretty complete). One of the main purposes of the Tipu Framework is to show the complexity of service management. The Tipu Framework provides structure but it is not intended to provide a reference or advice.

A simple policy mechanism

Here is a mechanism to evolve policy that makes sure the decision-maker is consulted when necessary and not bugged when unnecessary.

The Tipu value statement

People ask me what the value of Tipu: what is the Value On Investment (VOI) and how do you measure it? The answer is simple: unknown, and you can't.

A basic taxonomy for service records (tickets)

This is a taxonomy (a naming or categorising system) for the records you need to track when supporting services (the Respond practice area).

A basic service management model

Here is the simple service management model used in the book Basic Service Management:
Seven Practice Areas

Resolve a Major Incident (or Problem)

Objective: to complete the Major Incident process as cleanly as possible.
This is a Read-Do-checklist: check these off as you resolve a Major Incident to ensure you don't miss anything

This checklist follows on from Declare a Major Incident (or Problem) checklist.

Tipu and CSI

The scope of CSI can include Service Practices Improvement – the warranty of the services – and Service Systems Improvement – the utility of the services.

Tipu talks a lot about Service Practices Improvement because that is generic to all organisations.

Tipu is equally useful for driving Service Systems Improvement, but the actual Mahi will be unique to your systems.

One last thought: Tipu isn't actually tied to CSI. Tipu could be used as a method of improving anything at all.

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