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Fortune 100 IT professional and specialist in IT governance architectures.
Interests: Music, history, philosophy, spirituality.
Recent Activity
Processes cross functions. Processes (e.g. Quote to Cash, Idea to Production) are what actually deliver value. We need both process and function; we can’t organize solely around either. Therefore, get used to matrix management. The above statements are the management... Continue reading
Posted Aug 21, 2014 at lean4it
In discussions on Twitter today I want to clarify some things. It is true that the ITIL Service Strategy volume has some discussion of these issues, including a brief discussion of queuing theory specifically applied to just the service desk. However, these ideas are not generally perceived as core to ITIL. When I use the term "ITIL" here it is in reference to the entire ecosystem and its generally perceived effects, at least as I understand them. It is fair to say that my statement "In general, ITIL assumes that the processes have infinite capacity" is not strictly correct in terms of all the material presented in Service Strategy. I concede this point. The broader point however is that ITIL, in its training and implementation, does not put the actual execution of IT work foremost as Kanban does. It does not embed as a fundamental concern the daily flow of work through the IT organization: the handoffs, the overloaded resources slammed by multiple unmanaged queues gridlocked by highly variable work in process. In my view, ITIL has contributed to, not mitigated these issues by proposing a complex process architecture without a comparably robust execution model. Nor do I see full coverage of the principles and theories that gave rise to the Agile and DevOps communities. I cannot agree with those who say that "It's all in ITIL if you read it carefully enough." It simply is not. Does that mean ITIL is valueless? Of course not. Like my own books, it is merely in need of evolution. As a brand and platform, it could be powerful for defining the next generation of IT. But version 2011 cannot be seen as the last word.
Toggle Commented Jul 27, 2014 on ITIL and Kanban at lean4it
Crystallization. Sometimes, after staring for years at a problem, clarity just happens. Today, in this LinkedIn debate, the following occurred to me: In ITIL, services are supported by processes. In Kanban, services are supported by teams of people with WIP... Continue reading
Posted Jul 12, 2014 at lean4it
Just realized "Case" should be somewhere on the left as well.
Toggle Commented Jun 8, 2014 on The DSE Model at lean4it
Hi Troy, I have Strategy appearing towards the bottom of the left leg. I view it as demand, not supply - we define strategies which include new products to test, executed via some combination of projects, releases and deployment. But it's interesting, thinking about the middle ground -- again the idea is that the middle is about where supply meets demand. I would view the lower middle as more about the highest level results of the firm - stock price, revenues, etc. Execution at the most general. The *results* of the Strategy as combined with the Supply. Thanks! Charlie
Toggle Commented Jun 7, 2014 on The DSE Model at lean4it
Thanks - appreciate - yes, I am very interested in other shared services, however I have also raised some concerns about them in this era of "two-pizza teams" ( ) - I think that tail-dropping FIFO queuing is their fundamental weakness and if we want to get out of the pendulum of forming and tearing down shared services teams they really have to get better at execution and optimization for value. You are absolutely correct however that servic management is not only about IT. I continue to see IT as one of the major functional "views" we have on the modern enterprise, other views including finance, HR, marketing, sales, and legal. Every activity of meaning can be interpreted through any of those views. I have proposed the meaningful aspects of the IT view here: I'll continue for my part to focus on the intersection of applied computation and communication with service management - that's a big enough topic! Regards, Charlie
Toggle Commented Jun 7, 2014 on The DSE Model at lean4it
Hi Jan, I need to look more at ISM - is there a summary I can examine without having to purchase the full publication? When you say it is a standard, what do you mean by that? Is it under open governance?
Toggle Commented Jun 7, 2014 on in search of the PMDB and PIs at lean4it
Thanks - yes, Lean Startup is very much on my mind as I write this batch of posts - can you elaborate on the UX side?
Toggle Commented Jun 7, 2014 on in search of the PMDB and PIs at lean4it
So, here is my first graphical representation of the Demand/Supply/Execute model for IT service organizations. Full size The intent of this model is to provide an alternative to Plan/Build/Run and its sequential, waterfall, and Taylorist connotations. It is also intended... Continue reading
Posted Jun 5, 2014 at lean4it
Dave - I prefer WIs as well - good call - thanks
Toggle Commented Jun 2, 2014 on in search of the PMDB and PIs at lean4it
As I was preparing chicken piccata last night, I had one of those flashes. In the IT industry, why don't we care about process information the same way we care about configuration information? We've had a 15-year conversation about CMDBs.... Continue reading
Posted Jun 1, 2014 at lean4it
working on it...
Toggle Commented May 31, 2014 on Towards "Demand, Supply, Execute" at lean4it
In the previous post, we discussed the limitations of a Plan/Build/Run mental model to IT management. But what should replace it? I propose a new triad: Demand/Supply/Execute (DSE). Go back to these pictures: When the delivery cycle accelerates and the... Continue reading
Posted May 27, 2014 at lean4it
All, It's been a few years since I was hands-on in a team context with a complex modeling tool like Sparx, Rational, ProVision, ErWIN, Embarcadero, etc. Are there any best practices for version control and collaboration on complex, metamodel-based, multi-view... Continue reading
Posted May 24, 2014 at lean4it
All, Karel van Zeeland of Shell and myself will be keynoting Tuesday morning, May 13, at the Open Group meeting in Amsterdam. Here is the announcement in full: A Reference Architecture For the Business of IT Charles Betz, Chief... Continue reading
Posted Apr 6, 2014 at lean4it
One more cut at this - in correspondence with Steven Alter, have added outcome. So, the term "service" may connote: Outcome Act Offering System I think these are all unique connotations and I have heard "service" applied to all of... Continue reading
Posted Mar 23, 2014 at lean4it
Part 2 of this series (Part 1) (updated thisimage 3/16) Longtime readers will know I always care about semantics. Questions of definition have been a staple of this blog. Might be why I don't get as many readers as some... Continue reading
Posted Mar 9, 2014 at lean4it
Over the past few months I have been on a journey to deepen my understanding of the term "service," and to test for some level of consensus among a number of interested parties. The unclear semantics of "service," "IT service,"... Continue reading
Posted Mar 7, 2014 at lean4it
Let's talk mental models. The biggest one we have in IT. In the broad system of IT management, we often hear of three stages, “Plan/Build/Run.” We make plans for a new IT system, we construct it, and we run it.... Continue reading
Posted Mar 2, 2014 at lean4it
Compiling business metamodels here. 3/8/2014 added OBASHI 3/23/2014 added UPDM Metamodes with a "service" construct Adaptive Service Model, Taking Service Forward initiative (ITIL authors & other ITSM luminaries). Reports that they will shift from this to the Archimate model. Continue reading
Posted Mar 2, 2014 at lean4it
I am compiling a list of the ITIL v1 titles for future reference. Thanks to Martin Erb for many of these, and for pointing me to where I found most of the rest. Some are from a picture of... Continue reading
Posted Feb 8, 2014 at lean4it
PS please feel free to cross post over at ITMA on LinkedIn
Toggle Commented Nov 5, 2013 on Is the shared services model dead? at lean4it
Agree that a the idea of a unified queue has to cope with operational realities - varied granularities have to be accomodated - but while a project per se is larger grained than an incident, the project decomposes into deliverables, work orders, issues, risks, etc which *are* roughly comparable in granularity.
Toggle Commented Nov 4, 2013 on Is the shared services model dead? at lean4it
Bill is a database administrator in a large enterprise. Or a Unix administrator, or a security architect, or any of a number of similar positions providing shared services. There are three primary ways that demand for Bill’s services appears: Project... Continue reading
Posted Nov 3, 2013 at lean4it
I invite you to join me at IT Management Architectures, the new LinkedIn group replacing the erp4it Yahoo group, which will be sunset soon. Wordle is a gratifying creative outlet and I spent some time honing the above diagram based... Continue reading
Posted Sep 28, 2013 at lean4it