I consistently get asked the same question by clients – What Does Good Look Like?

My reply is to draw upon the many references of “Good Practice” rather than adopt the term “Best Practice”

Service Charter

 This blog adresses the subject of Service Management Practices – ITIL 2011 Edition, ISO/IEC 20000, COBIT 5 and other areas of interest.

Where possible video clips are provided to support key messages.

This blog will be updated at least once a month due to project / client commitments.

If you have a question, tweet me @WDGLL or email whatdoesgoodlooklike@gmail.com and I will respond within 24 hrs.

Service Principles

We intend to disrupt the current vendor dominated messaging through reverse accountability.

We have a clear eyed vision where people are producers as well as consumers of content.

We collaborate around the shared interests of finding out what good looks like with people who are willing to share and trade know how.

We foster a culture of sharing ideas and public deliberation through new dynamic channels.

We encourage personal peer recommendations of what good likes like which hold far more sway than adverts.

We work with partners/competitors to improve the service management industry to end up benefiting all practitioners in the long run.

We act like a “micro multinational” co-creating an ideal open platform for innovation which is outside of the realm of the corporation.

We harness the power of the global base of Service Management Practice experts.

We demonstrate what works in the trenches and we are less about what is taught in the virtual learning environments / classrooms.

We will not tolerate negativity.

Gary Hamel & C K Prahalad, authors of SEEING THE FUTURE FIRST

Companies that create the future are rebels.  They are subversives.  They break the rules.  They are filled with people who take the other side of an issue just to spark a debate.  In fact, they are probably filled with people who didn’t mind being sent to the Principal’s office once in a while.


[youtube http://youtu.be/K3-_IY66tpI]

At 06.20, Hamel talks about how knowledge is becoming a commodity and the need to create a new knowledge network.

Reverse Accountability at 08.30.

Challenge Dogma at 10.40.

New set of values – Openness – Meritocracy, Flexibility & Collaboration at 12.43.

Business as unUsual

Stéphane Garelli is a world authority on the international competitiveness of enterprise and nations, and also a professor at both the International Institute for Management Development where he heads the World Competitiveness Centre.

[youtube http://youtu.be/j9Ge6JKTYHw]

Combinatorial Innovation

Google Chief Economist Hal Varian speaks on Combinatorial Innovation in the 2009 Guglielmo Marconi lecture, delivered to the Lisbon Council in Brussels.

[youtube http://youtu.be/hqaA-fgdXEE]

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