#ITSM and #Agile share the paradigm of IT as a service/product provider—business as the “customer” defining requirements, feedback, and value. Redefine IT as part of a collaboration network: working toward shared goals where us/them thinking dissolves.

Quantitative metrics fit routine input–output work. But IT automates that away—yet the same metrics still dominate irrationally. That’s why IT management needs modernization. #KnowledgeWork #ITManagement #DCMM

Widely used IT management methods are diverging from knowledge-era realities. They rest on flawed assumptions—like information being free, always available, E.g. feedback spontaneously emerging to enable quick adaptations.

Step 1: Separate Business & IT with service interfaces → “us vs them” thinking. Step 2: Align IT with Business. Step 2 is really the only required fix for step 1. But what if we skip step 1 and treat Business as a collaborative effort from the start?

Customer Experience has been uncritically applied to all relationships—even where 'customer' just means colleague. But collaboration isn’t transactional. #CLX, unlike #CX, follows multidirectional logic.

Quality measurement Vs Audit linkedin.com/posts/q4it_itq…

Clear separation of duties and SLAs are only needed for economic transactions between different parties. Inside organizations, they go against the very reason organizations exist: collaboration, shared knowledge, resources, and goals—to eliminate transactional overhead.

Trust level is the key determinant of whether to adopt a service relationship or a collaboration logic. Service relationships are designed to enable economic exchange between organizations, while collaboration eliminates transactional overhead within organizations. #ITSM #DCMM

Most IT departments can’t show improvement beyond the vague mantra: “we improve every day.”

Quo Vadis ITSM linkedin.com/posts/q4it_dcm…

Quo Vadis ITSM: To ITSM or Not to ITSM? linkedin.com/posts/q4it_dcm…

Digital Capabilities Management Model #DCMM repositions IT from a reactive service/product provider to a capability function of the organization. IT becomes an active player in organization-wide collaboration & innovation. The “us vs. them” split disappears.