Service Management

11 - 06 - 2020 | Steve Lawless | Purple Griffon

14 - 08 - 2020 | Stephen Mann | ITSM.Tools

This article may be one of the clearest bridges between traditional ITSM and Digital Operating Environment (ODE) thinking. Wilkinson essentially argues that: Frameworks ≠ Value Processes ≠ Value Tools ≠ Value Certificates ≠ Value Behaviors + Collaboration + Learning + Co-Creation = Value That aligns strongly with several recurring Idwell themes: Culture emerges from behavior. Value is co-created, not delivered. Systems matter more than silos. Frameworks are enablers, not outcomes. Human interaction remains central to digital transformation. Perhaps the most important insight is that the Service Value System concept resembles the broader idea of a Digital Operating Environment. Both view organizations as interconnected systems of stakeholders collaborating to create value rather than as collections of processes.

06 - 01 - 2020 | Jason Bloomberg | DevOps.com

The article implicitly argues that: Value is not produced by departments. Value emerges when work flows successfully across the system.

This article is less interesting as a history of ITSM than as a history of organizational management evolution.