Let’s Stop Playing “Service Provider” and “Customer” – Tedder Consulting

Doug Tedder has accurately captured the general trend away from managing IT as distinct services published through a service catalog, captured from users as service requests, that deliver value to customers. These may still be useful as conceptual models, but relatively few organizations publish a service catalog in such a literal manner. What happens to […]

The Problem of CSFs

If you are unable or unwilling to appoint a Problem Manager, you are not ready for Problem Management. That’s what I said. Or at least I think that’s what I said. The venerable and ubiquitous Chris Dancy quoted me this January 2011 on episode 1 of the re-formed Pink Elephant Practitioner Radio podcast. He quoted […]

The Problem of Revealed Preferences

Consumers express their rational interests through their behaviors. Economists call these revealed preferences. IT Service Management trainers and consultants tell other companies how they should run their businesses, based on industry best practice frameworks. We seldom examine revealed preferences, but perhaps we should. One of my first engagements as an ITSM consultant involved the planning […]