Wednesday, January 27, 2010
Been so busy, little time to update
Life sometimes throws you ... well, lots of stuff at once. I am working on a follow up entry to service management at home, but have been overwhelmed with work recently (a good thing I suppose).
Saturday, January 9, 2010
Exploring Service Management Concepts in a Home Environment
As a professional in the space of Service Management, I am often tasked with business analysis, process improvement, organization, and application of theory in a business setting. The area of Service Management where I focus has its roots in ITIL® and is very much Information Technology focused. Some of the goals of Service Management are the consistency of providing services to your customers, the increase in overall customer satisfaction, and continual service improvement.
At home earlier this week we experienced an unusually high number of “incidents”. Among these, we ran out of milk in the morning, my son’s favorite breakfast food had been used up the day before, both our primary and secondary dining areas were completely cluttered with junk causing numerous complaints, dinner wasn’t ready on time because of unscheduled conference calls, nothing good was on television, and my son had a meltdown because we left one of his toys at daycare. In a stroke of lack-of-sleep genius mixed with utter insanity, I thought that maybe if I could take some of the theories I apply so well to my business customers, and apply them at home, we could avoid these issues in the future, and in general make our home life more organized and comfortable.
In this light-hearted series of posts, I will take concepts borrowed from ITIL® and IT Service Management (ITSM®) [both ITIL® and ITSM® are care of our friends in the UK OGC], and see how well they apply in a completely non-corporate environment, in this case, as a parent in Parenting Service Management (PSM). Since I am writing these at 3am during my sleep deprivation times, it is guaranteed to entertain.
So let us begin by taking a serious look at the organization I call “my family” with primary place of business being “my home”. What sets this organization apart from most normal businesses is the fact that every employee is both a service consumer and service provider in almost every aspect of the organization. Where this organization is similar to most other businesses are in the facts that while some needs are fairly static over the course of time, other needs and wants change from month to month and year to year, that when customer satisfaction of services is low it can lead to moral issues, lowered productivity, and increased complaining, and that some employees think and act like four year olds (in my case, one *is* a four year old).
In following a recommended approach to adopting ITSM, we will start our road down PSM maturity by taking a good hard look at the services we provide and the consumption model of these services. We will then take a road-map approach to discuss where we are with PSM and where we want to be in the future before delving into the details.
See you next post!
For more information on ITIL® and IT Service Management and applying it in an actual corporate environment, please visit my company's website at Third Sky, Inc.
At home earlier this week we experienced an unusually high number of “incidents”. Among these, we ran out of milk in the morning, my son’s favorite breakfast food had been used up the day before, both our primary and secondary dining areas were completely cluttered with junk causing numerous complaints, dinner wasn’t ready on time because of unscheduled conference calls, nothing good was on television, and my son had a meltdown because we left one of his toys at daycare. In a stroke of lack-of-sleep genius mixed with utter insanity, I thought that maybe if I could take some of the theories I apply so well to my business customers, and apply them at home, we could avoid these issues in the future, and in general make our home life more organized and comfortable.
In this light-hearted series of posts, I will take concepts borrowed from ITIL® and IT Service Management (ITSM®) [both ITIL® and ITSM® are care of our friends in the UK OGC], and see how well they apply in a completely non-corporate environment, in this case, as a parent in Parenting Service Management (PSM). Since I am writing these at 3am during my sleep deprivation times, it is guaranteed to entertain.
So let us begin by taking a serious look at the organization I call “my family” with primary place of business being “my home”. What sets this organization apart from most normal businesses is the fact that every employee is both a service consumer and service provider in almost every aspect of the organization. Where this organization is similar to most other businesses are in the facts that while some needs are fairly static over the course of time, other needs and wants change from month to month and year to year, that when customer satisfaction of services is low it can lead to moral issues, lowered productivity, and increased complaining, and that some employees think and act like four year olds (in my case, one *is* a four year old).
In following a recommended approach to adopting ITSM, we will start our road down PSM maturity by taking a good hard look at the services we provide and the consumption model of these services. We will then take a road-map approach to discuss where we are with PSM and where we want to be in the future before delving into the details.
See you next post!
For more information on ITIL® and IT Service Management and applying it in an actual corporate environment, please visit my company's website at Third Sky, Inc.
Subscribe to:
Comments (Atom)
Posts
