on ‎07-17-2013 12:00 PM

This is a really great question. I think that there are going to become two forms of IT management--micro management and macro management. Micromanagement deals with discrete processes--the kind of things that the above telecom company is doing. Macro management, in contrast, deals with the value chain. As you know there are two that service management owns--detect to correct and request to fulfill. Here, we want use KPIs and metrics that cross the entire value chain. The bottom line as I remember David Cannon telling me is that everything comes down to the service and the customer--event, incident, problem, change, and the list goes on are really how we deliver services.