The Netherlands are way ahead of other countries in terms of systematically and methodically improving service organizations – at least that’s what I think. I’ve decided to write a series of 10 blogs on this topic, not on my own website, but at LinkedIn. In these blogs, I will describe: […]
Blog by Jan van Bon
My blog posts deal with issues from the field of Service Management. Also read the many articles that have been published elsewhere: choose PUBLICATIONS.
For several years now, I have been publishing articles and blogs exclusively through USM Portal and on LinkedIN.
Mathematics and IT Management, or “What are objectives of COBIT’s management processes?”
COBIT 5 clearly describes the COBIT process reference model as just “an example of a process model”. It then says that any local process model would do, if it only covers the basic governance and management objectives: “In theory, an enterprise can organize its processes as it sees fit, as long as the basic governance […]
ISO makes a mess of (IT) Service Management
If you want to comply with international guidelines for (IT) service management, should you apply ISO9001 to your service management domain, should you apply ISO20000 because it claims to do exactly that, or should you use the ISO/IEC TR 90006 guidelines that describe how to apply ISO9001 to IT Service Management and how to integrate […]
The wrong end of the stick: rules vs. principles
ICT regulators and controllers tend to follow a rule-based approach. Although – if asked – they soon enough admit that they actually don’t believe it is the right approach. They would love to see their target audience being so well organized that they can stand up to any test. They know that a rule-based approach […]
ITIL process templates – a contradictio in terminis?
On a regular base, I run into people looking for “ITIL process templates”. In fact, if you Google for that, you can find an entire market for that product. I still am kind of surprised that this is even possible. Aren’t they all making a fundamental mistake? ITIL is a set of practices (it says […]
