Models in Service Management

For the time being I am focusing my attention on the use of models in service management (more here). Models are useful because they help us understand correlations, understand system dynamics, make predictions, and test the effects of changes.

There are few, if any, models in regular use in service management. There may be valid reasons for this. There are few, if any, good models in regular use in business (there are many bad model, and many more that are fragile and not applicable outside narrow domains).

ITIL1 2011 does make use of models, where appropriate. The service provider model is one such example that helps understand the nature of industry changes.

More are needed, and I am making a few assumptions here:

  1. There are robust models in use in other domains that can be applied to the management of IT operations and services
  2. These haven’t been adopted because we are unaware of them, or
  3. The conditions in which these models can be applied haven’t been explored.

It is time for us to explore other models that may be applicable and useful.

Oh, and Happy New Year! I wish everyone a happy and prosperous 2017.

1 ITIL is a registered trademark of AXELOS.