BSM Resources

Here are some useful service management resources for you to use in your organisation.

In addition to the following resources, see also these major resources on this site:
BSM Checklists
The Standard+Case model for ticket handling
The Tipu Method of service improvement
The Kamu project for uniting DevOps and ITSM
and of course our book Basic Service Management

Optimising control constraints

Here are some notes I wrote for a client on how to optimise the constraints created by controls on the Require to Deploy to Run value stream.

IT exists both to protect and to serve. Controls are essential to protect one of the organisation's greatest assets: information and the technology to manage that information. But achieving velocity through quality requires that all "necessary non-value work" get out of the way of value work.

A balanced scorecard for service desk

Here is an example balanced scorecard for a service desk

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.

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.

Kamu: improvements to ITSM (and one day ITIL), Agile and DevOps

When the three meet, (ITSM, Agile, and DevOps), when we reconcile their world-views, they can all learn from each other. Here is a grab-bag of ideas to share between them. As it grows I'll structure and organise it better as required.

Cynefin and Standard+Case

here is a picture of Cynefin as I conceive it, and its relationship to S+C
[updated 13/10/2015]

Introducing Standard+Case

Here is an early discussion of S+C which eventually grew into the S+C book.

Deriving a set of Case principles from AntiFragile

John Hagel pulls seven principles out of Taleb's Anti-Fragile that could serve as a manifesto for Case (Keith Swenson brought this to my attention):

  1. Stick to Simple Rules – don’t attempt to model complexity, but rather let humans fill the gap with real intelligence.

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.