Ian Clayton's opinions on how to apply "outside-in" thinking to service management initiatives

Dead Animals, Pizza and Five ‘Service Catalog’ Myths

March 31, 2010

Recently, I had cause to call my local council and request a dead animal be removed from the driveway. The local government office’s answering system directed me to a website and their recently implemented ‘Citizen Request Management’ system.

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Toyota TV Commercial Illustrates Power of Outside-In Thinking

February 7, 2010

As many of you might be aware, Toyota is being publicly scrutinized and in some places pilloried for how its handling the recall of an enormous number of vehicles. As one of the companies once lauded for outside in thinking (and Lean) it is taking hits. However, the new TV ad they have just release [...]

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ITIL – the ITSM Profession’s Viagra?

January 18, 2010

In a recent article here at the ITP Report, my fellow contributor Aiden Lawes provided a timely and succinct reminder of why the true purpose of ITIL and its relationship to IT Service Management is important to understand, and why any misunderstandings likely result in the bad press both ITSM projects, and ITIL are receiving [...]

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Is ‘inside-out’ thinking threatening the survival of your ITSM initiative?

January 11, 2010

The startling and inconvenient truth about traditional IT Service Management projects – they fail the customer. Most IT Service Management (ITSM) projects are ‘inside-out’. Sure they target benefit in the form of improved internal practices, but they tend to require a considerable up front investment and start, and often stay, with a process, technology, or [...]

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Fork Candles – Early Attempts at Outside-In Customer Service….?

January 11, 2010

Its probably the explorer in me that drives me to ask the origin of concepts and ideas. So what about the newish concept of ‘outside-in’ or customer centric thinking. Perhaps a classic English comedy sketch gives us a clue….

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Six Sigma vrs Lean Thinking

January 11, 2010

Occasionally I encounter confusion between Lean, Six Sigma, and what Lean-Six Sigma means. More often than not they are presented as competing methods. Well I’ll admit my bias in that I believe Lean is the grandfather of Six Sigma, and that although Lean is by far the simpler to use, it is no less effective, [...]

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Prepare Three Envelopes

January 4, 2010

Archie the consultant beamed with pride at the newly gained RealITSM Expert[1] certificate he had just finished hanging in his home office. Below that on his desk, freshly opened, was confirmation of his hiring by a large finance company to design and deploy a service management initiative.

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You can look before you leap…

December 30, 2009

The recording of a problem ticket does not commit the organization to take action. A problem can be recorded on the suspicion of anything that may or is likely impacting a stakeholder. The first step is to make the case for action – to conduct an investigation by linking the problem to evidence and stating [...]

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Problem Managers need crystal balls….

December 29, 2009

The problem manager sits all day in their tent surrounded by tarot cards, crystal balls and incident reports. They scour dashboards looking for potential problems. When they encounter an actual problem happening its a small defeat as they believe its their duty to predict and avoid or mitigate these events. Consequently, a problem record can [...]

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← Previous Entries

Next Entries →

Outside-In Service Management™

Dead Animals, Pizza and Five ‘Service Catalog’ Myths

Toyota TV Commercial Illustrates Power of Outside-In Thinking

ITIL – the ITSM Profession’s Viagra?

Is ‘inside-out’ thinking threatening the survival of your ITSM initiative?

Fork Candles – Early Attempts at Outside-In Customer Service….?

Six Sigma vrs Lean Thinking

Prepare Three Envelopes

You can look before you leap…

Problem Managers need crystal balls….

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