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Re: How a major telecom improved IT service delivery and enhanced IT performance measurement

chuck_darst

Myles, an interesting post. You have also written recently on the whole IT value streams concept. As I was reading this blog, I was wondering about the alignment with the value stream topic. Any more insight?

 

Great value stream ebook http://h30458.www3.hp.com/media2.php/EZINE/Discover_Performance_Value_Streams.pdf

 

Chuck

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About the Author

chuck_darst

HPE IT Service Management Product Marketing team manager spanning our solutions for the service desk, asset mngt, CMS, and more. My background is engineering and computer science in the networking and telecom worlds. As they used to say in Telcom, "the network is the business" (hence huge focus on service management). I always enjoyed working with customers and on the business side of things, so here I am in ITSM marketing.

Comments
chuck_darst

Myles, an interesting post. You have also written recently on the whole IT value streams concept. As I was reading this blog, I was wondering about the alignment with the value stream topic. Any more insight?

 

Great value stream ebook http://h30458.www3.hp.com/media2.php/EZINE/Discover_Performance_Value_Streams.pdf

 

Chuck

MylesS

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.

Matthew Lah

"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."

 

There's hitting the nail on the head.

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