Lifecycle and systems thinking

While feedback samples output to influence future action, structure is essential for organizing unrelated information. Without structure, our service management knowledge is merely a collection of observations, practices and conflicting goals. The structure of the Service Lifecycle is an organizing framework. Process es describe how things change, whereas structure describes how they are connected. Structure determines behaviour. Altering the structure of service management can be more effective than simply controlling discrete event s (Figure 2.11). Without structure, it is difficult to learn from experience. It is difficult to use the past to educate for the future. We believe we can learn from experience but we never directly confront many of the most important consequences of our actions.

Figure 2.11 Great leverage for sustainable change lies in structure

The Service Lifecycle is a comprehensive approach to service management: seeking to understand its structure, the interconnections between all its component s, and how changes in any area will affect the whole system and its constituent parts over time (Figure 2.12). It is an organizing framework designed for sustainable performance.

Figure 2.12 Today’s problem is often created by yesterday’s solution13

A systems approach to service management ensures learning and improvement through a big-picture view of services and service management. It extends the management horizon and provides a sustainable long-term approach (Figure 2.13).

Figure 2.13 Performance over time for differing service management structures

Дата добавления: 2015-11-14