The USM Revolution: Service Management Architecture & System

Описание: Welcome to Part 3 of the Unified Service Management (USM) revolution. APMG and expert panelists explore the concept of architecture in IT, focusing on how it ensures compatible and sustainable solutions.

Architecture involves principles, clear vocabulary, reusable building blocks, and rules for design. USM defines the role of the architect as someone who oversees these components, but not the actual designer or builder. Additionally, we discuss Systems Thinking in USM, emphasizing the importance of addressing all system components for optimal performance, especially in the context of service management systems, which integrate technology and management for effective service delivery.

Hosted by:
Nigel Mercer
Joined by:
Jan Van Bon - Chair and lead architect, SURVUZ Foundation
John Worthington - Principal, MyServiceMonitor, LLC
Mikko Korhonen - CEO at Samvais Oy
Pieter Hoekstra - Founder and Managing Partner Begrip.be

To jump straight to the question, click the link below:
00:00:00 – Introduction
00:01:44 – Meet the experts
00:04:56 - What is a service management system?
00:11:15 - How do you specify a Service Management System?
00:16:57 - What are the benefits of having a standardized Service Management System?
00:21:18 - What is architecture?
00:24:24 - What is a Service Management Architecture?
00:29:11 - What are the benefits of having a well-designed SMA?
00:34:11 - How does Service Management Architecture fit into the other architectures?
00:36:21 - What is the structure of the USM SMA?
00:39:14 - Can you give an example of how the USM SMA is used in practice?
00:47:35 - What are some of the required enabling capabilities in people to make them 'think' in system thinking?
00:49:35 - Would 'Data' be an element of the Process section that you show here?
00:50:40 - How would you address anyone coming forward with the 'Agility' argument, i.e. your service mgt system is too rigid and not supporting 'agile' ways of working (whatever this is when people loosely talk about it)?
00:52:53 - So we should even have a 'Value Architecture' and USM is a key enabling element for it?
00:53:47 - Interoperability of actors, like it. This means USM is the orchestration of people, process, technology. But isn't this what other architectures also claim, e.g. Enterprise Architecture (not referring to Togaf or other models but in general)?
00:55:00 - SMA patterns instantiate Enterprise Architecture Patterns for specific operational services delivering value, right?
00:57:12 - The Nora govt example: USM is applied in the org layer of the shown 5 architecture layers. Is this an example of what Jan shared earlier - USM is/can complement existing architectures?
00:58:41 - Closing Remarks

Join the growing USM community:
→ / usmmethod

Learn more about Unified Service Management training and certification:
→ https://ow.ly/WkkR50T2Y1U