Models in Service Management

For the time being I am focusing my attention on the use of models in service management (more here). Models are useful because they help us understand correlations, understand system dynamics, make predictions, and test the effects of changes. There are few, if any, models in regular use in service management. There may be valid […]

A Critique of Pure Data: Part 1

Rationalism was a European philosophy popular in the 18th and 19th centuries that emphasized discovering knowledge through the use of pure reason, independent of experience. It rejected the assertion of Empiricism that no knowledge can be deduced a priori. At the center of the dispute was cause and effect–whether effects could ever be determined from […]

All I Really Needed to Know About Titanic’s Deck Chairs I Learned From ITIL

Headline have a tendency towards hyperbole to grab attention, and there is no shortage describing the dwindling role of the CIO. Here is a recent one: IT department ‘re-arranging deckchairs on the Titanic’ as execs bypass the CIO. As reporting of technological change increases,the probability of comparing IT tor e-arranging deck chairs on the Titanic […]