Priority is a classic example of a proxy variable that leads to distortion of service management practices. What do I mean by “proxy variable”, why do I say that this hallowed service management concept leads to distortion and what might we do to remedy this issue? [Read more…] about Priority, Cost of Delay and Kanban
urgency
Objective Urgency
Little urgency; less impact
It is a paradox that most organizations understand incident impact fairly well, but find it difficult to measure, whereas their understanding of urgency leaves something to be desired, but it is not so difficult to measure at all. Some of the confusion is due to the so-called “best practice” of calculating incident priority based on both impact and urgency, a practice that needlessly complicates an intuitive way of deciding in what order to handle incidents. [Read more…] about Objective Urgency
Patterns of incident handling
Incident management is halfway between BPM and ACM
I have discussed elsewhere in these columns the relationship between process-oriented work and adaptive case management. This framework will help us to refine the understanding of how incidents may best be handled. Incident handling is a good example of work that has features of process-oriented work, such as BPM, and case-oriented work, such as ACM. What are some of the patterns for managing incidents? [Read more…] about Patterns of incident handling