Use verbs to describe services

A service is not an object, a thing, or *shudder* a technology.
A service is an action, an activity, and the people who perform or deliver it.

A service is active not passive.

So consider using verbs to describe your services:

Service Management Truths #SMTruths

Recently i started a hashtag on Twitter #SMTruths to track reflections on the profound fundamentals of service management, the enduring truths that underly all the more complex ideas we lay on top.

Loving the customer

Treat the managers of organisations with a little respect when they choose to set their customer service levels where they do. It's a bit patronising to assume they are fools and you know more about customer service than they do. If they fail in their business strategy because of poor customer service, THEN you can dance around saying "I told you so". I don't see Comcast or Microsoft going broke because of their customer service.

The Service Management Office

A Service Management Office (SMO) is an emerging idea in ITSM which I think is a very good one. It is directly analogous to a Project Management Office. I mapped out the deliverables of a Service Management Office recently, and thought I'd share.

How embarrassing for CSC

There is some appallingly bad information on the internet about ITSM. But you don't expect to see it in an article from a TechWeb magazine and you don't expect to see it from CSC. This is awful.

A case study in bad customer service

We all have our horror stories of customer service. Few people have as many as me - I seem to have a hex on transacting any business with any entity. I like to say I am lucky in the big things in life so I pay for it with bad luck in the little things. When I couldn't stand the instability of ADSL internet connection any more (since I run webinars etc from home), I decided to be an early adopter of New Zealand's Ultra Fast Broadband (i.e. optical fibre) rollout. It didn't go well. Along the way just about every service sin was committed.

Service Assurance and the pursuit of the elusive service view

I learned a new (for me) buzzword recently when a journalist asked me about "Service Assurance". Sounds like a new spin on an old idea: the single view of a service. This is yet another techno-geek wet dream.

ITIL 2011 persists with the dangerous concept of supporting services

Not only has ITIL V3.1 2011 not fixed the problems with business-vs-technical services, they have gone the wrong way and reinforced the problem. I will fight to the death to say there is no such thing as internal supporting "services", because I care about ITSM.

Don't run IT as a business, run it as part of the business

"Run IT as a business". What a mantra. It is of course rubbish. You run business as a business.

Who does the service desk serve?

Who does the service desk serve? That comes back to what the support service is there for.

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