Posts Tagged ‘Service Management’

Those historic words were the beginning of a thriller that lasted a couple of days and where process (and service) management beat the mathematical odds of life and death.

For those who have no clue what I’m talking about, see the classic movie (Apollo 13 featuring Tom Hanks and on VT4 this Friday).

And although ITIL, Service Management and the likes still had to be invented/discovered (this story happened in 1970 were ITIL came into play after the Falkland war in 1982), it is exactly the ITIL Foundations that saved those men (probably helped by a good guardian angel).

A dutch company (Gaming Works) has used this theme in a great simulation game for companies.

– The game is fun to play and experience learned me that even the most reluctant participant gets caught up in the action and is very soon deeply involved in making sure the astronauts are saved.

– The game is all about teamwork, communication learning and (process) improvement. This makes it the ideal combination between a team event (HR) and a training.

– Because it is a simulation, the people involved are drawn away from the day-to-day organization, hierarchical structures and sometimes even their own inhibitions. This often leads to open and profound discussions about processes and the way they are being followed/used. Of course this reflects the issues, frustrations, pitfalls and opportunities of the real world situation, making the game an excellent learning experience for the people involved and their management.

– The game introduces process and service thinking (ITIL V2 or V3, ISO 20000) without any need for prior knowledge or understanding of these frameworks. Hence it is an ideal ‘get everyone on the same page’ exercise to help overcome resistance when introducing Service Management in your organization.

– Oh and did I already mention that it is great fun !

If you are interested or want more info, do not hesitate to contact me.

ITIL is owned and registered by the British OGC
Apollo 13 an IT Service Management simulation game is owned and registered by Gaming works bv, The Netherlands.


Someone recently asked me : “What do you think the 3 most important and urgent challenges are for a CEO”

I replied: Service, Service and Service …

1 Service : Most Companies (not all, I will admit) no longer deliver products to the market, but they deliver a service, or at least the customer expects them to deliver a service. We are not buying a SIM card, we are buying the service of being able to communicate with our cell phones. I am not buying electricity, but I am buying ‘a continuous access to the energy (electricity) I need, when I need it,with availability and support guarantees included… I am not buying broadband, I am buying the ability to connect to the world (when, how and whatever I like).

2. This means the company providing the underlying product needs to build and maintain that service, set up customer helpdesk, make sure complaint handling is in place, take into account availability, capacity, performance of the service. Everyone in the organisation has to be thinking ‘How do I contribute to helping deliver the Service to our customers’, whether it is a janitor or a blue-collar, a financial operator, hr officer, to management staff, everyone.

3. To realize this the entire organization also needs modelling around Service Management. And since IT plays a part in most (all) of these business processes, IT itself will need to be organised to deliver that Service. Not only deliver IT services to the users (employees), but actually contribute to delivering the Service to the Customers.  And that is where IT Service Management comes in. But the first step (and the one most companies fail, in my opinion) is defining the services. Too often they are still focussed around technical services and not delivering/supporting/integrating with business processes.