« Invention, Improvisation and Innovation | Main | Business Enhancement and Constructive Innovation »
August 22, 2005
A Management Framework for Service Operations
Running IT like a business means that there will be ongoing operations managed on the whole to ensure that deliverables to the business meet business objectives.
Seeing this ability as a competency instead of as a case-by-case event puts management on a different footing. Producing a deliverable is NOT the same as meeting objectives, but management must organize production in a way that it CAN be the same, on demand.
The picture below associates many of the variables in this management effort, by positioning them relative to each other in a framework (central white 3x3 grid).
- The dimensions of this framework (black row and column headers) represent the way the operation applies its structure to the business fulfillment effort.
- The arrows identify the key issues in the structural throughput of operational delivery, from the essential starting points of capacity (architecture) and demand (specifications).
- Managed operational capabilities that are committed to the business are shown at the top three rows. Their influence is concurrent, and their overlaps from left to right show when they influence each other.
- Outputs (in green) result from the activity in the rows, and list the terms or expectations by which the business rates the operation.
For the full secret decoder-ring elaboration of this chart, see the sequence of illustrations that follows.
Here we'll build the framework issue by issue.
Posted by Malcolm Ryder at August 22, 2005 6:00 PM
Trackback Pings
TrackBack URL for this entry:
http://www.malcolmryder.com/cgi-bin/mt-tb.cgi/112
Comments
Post a comment
Thanks for signing in, . Now you can comment. (sign out)
(If you haven't left a comment here before, you may need to be approved by the site owner before your comment will appear. Until then, it won't appear on the entry. Thanks for waiting.)