Agile continual improvement

Pursuit of improvement can hurt innovation. Agility is not how fast you can go, it is how fast you can change. So endless optimisation through continual Improvement can misdirect you

Doug Tedder is one of a group of ITSM writers who write good sense. He writes:

revisiting agile CSI

Lately I'm realising that my Tipu CSI method incorporated a lot of concepts being talked about these days :

An ITIL process is not a unit of work

I want to call out a key issue I see over and over again in organisations' planning of their ITSM improvement (known as Continual Service Improvement or CSI - nothing to do with police forensics). An ITIL process is not a unit of work.

Improve first

Improve first. Measure, plan, manage, define and standardise later.

Eating the ITIL elephant one leg at a time

It is ridiculously common for advice about ITSM to talk about which ITIL process to do first, or what order to do the processes in. Even the official books Planning to implement Service Management and ITIL Lite are built on the premise that an ITSM initiative is assembled from the ITIL processes. Wrong wrong wrong.

The Tipu Framework

ImageTipu is an approach to planning and executing service improvement. Find out more at http://www.basicsm.com/tipu.

Tipu has its own Framework to allow us to organise our thinking and have something to compare other frameworks to. All the ITSM philosophers who follow this blog will be interested in it: the Framework attempts to be more complete than ITIL or COBIT. It is also intended to be a generalised Service Management framework not an ITSM one. There is no IT-specific content, in line with my new book Basic Service Management. Your feedback is of course welcomed. See what you can do with it - it is Creative Commons licensed.

Tipu: continual service improvement as a real approach to ITSM

At the recent itSMF Australian National Conference (a.k.a. LEADit, a top conference) I delivered a keynote on Tipu, my "agile ITSM" approach to continual service improvement, which garnered some positive feedback. The same day I was interviewed by the itSMF's journalist, and we spoke about CSI as an approach from the start; processes are the wrong granularity; how we must align to the business need; ETF and pragmatism; and most of all the need for change at a human pace. Here is that interview (7 minutes):

Continual Chunky Correction

stormyWhat's with Continual Service Improvement? Hardly anyone gets to incrementally improve in this millennium. Gary and George did a good job of what they were asked to do with the fifth ITIL V3 book (CSI), but I think the whole ITIL framework misses the point. The ITIL mindset seems to be that Change is all about getting things as stable as possible, and then CSI is about tweaking and refining and maturing the result.

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