Standard + Case is a new approach by Rob England, bringing Case Management discipline to Service Management. It is not restricted to IT work service response and allows people to concentrate on what really matters.
A visual primer follows.
Plus! The Standard + Case Approach: see service response in a new light is a fast, complete and clean read introducing Standard + Case approach by Rob England. It applies to any kind of service response, not only IT.
Standard + Case brings Case Management approach discipline to Service Management. Because the world is not standardized.
It covers basics, practices, knowledge management, metrics, people competencies and clearly defines what is Standard (business as usual) and what is a Case (unexpected situation to resolve, probably never dealt with before – a potential future Standard candidate).
I like the small, though quite readable, introductions to topics one usually can’t easily reference in the context of service management books, like the art of making and using checklists and organizational change management.
The book format (size and paper bound) is perfect for having near by on top of your desk and needs no book spine title (Rob dixit it, really. I kid you not).
Disclaimer (fair play by keeping this post text only): No mushrooms were hurt during the writing of this post.
A though provoking post from Rob on Service Management Office (SMO) prompted me to thinking about what is essential to establish a SMO, a professional office dedicated to “doing the right things and doing them right” in IT.
An SMO is…
An SMO might be:
[Like Peter Drucker used to do when dealing with a new subject, it’s helpful defining what is NOT an SMO. He did not say it was easy :)]
An SMO is not:
An SMO, like Venus chasing the Sun, can follow right behind a PMO. Or be a star on its own.
Project Management Office – Role, Function & Benefits , by Maria Erland
The Value of the Project Management Office, CA’s take on PMOs based upon a survey
This time you can have the ISO/IEC 20000:2011 diagram showing the current structure for this service management standard.
Use and share.