Explore ITSM - 95-806: Managing Service Organizations

economy of scope

Thu, 19 Oct 2006 21:31:27 -0600

Few people discussed economy of scope on this forum, though it's an interesting topic to talk about.

One idea occurred to me recently. Is scope economy more likely to appear in horizontally-integrated business rather than vertically-integrated one. An example is in Wi-Fi market. Unlike cellular industry, Wi-Fi is built upon an unlicenced spectrum foundation, allowing literally thousands of competitor to enter the market. Anyone with a bit of capital can compete in the service provider value chain. With this reality as a backdrop, wertical integration in Wi-Fi will be difficult. The underlying rationale might be that different level of business have different scope of business. It will be much more difficult when incorporating several business units across the domain than within the domain. Moreover, an outside vendor, who is specialized in its area, has enthusiam in investing that service. By oursourcing, the business could be free from the risks that it does not need to face

IBM video on ITSM initiative

Thu, 12 Oct 2006 04:45:03 -0600

Check out this video link on ITSM initiative by IBM. This gives some brief perspective on the place where Mark was from.

Dose high service levels mean high customer satisfaction?

Tue, 10 Oct 2006 18:43:38 -0600

Dose high service levels mean high customer satisfaction? Service level somehow guaranteed the quality of a service. Higher service level means customers should pay more. However, I wonder if higher service levels also mean higher customer satisfaction.

Say NO to Wrong Customers

Sat, 07 Oct 2006 21:13:49 -0600

Is customer always right?

No!

During the class, I found we put too much emphasis on how to effectively conduct service recovery process and ignored an important premise which is covered in our required reading: Is that customer worth our service recovery?

A random thought of using products to promote services

Tue, 03 Oct 2006 23:00:24 -0600

Just a random thought (maybe silly or maybe lots of people have thought about it) that someday maybe most goods will be free and companies will charge people for the services.

Componentization VS Java

Mon, 02 Oct 2006 08:05:50 -0600

Don't you think CBM is a little bit like Java?

We use the service a component provides to us with no consideration how the service is provided. Maybe that service is created by the component itself. Maybe the component outsource other components' service and just enhance the service level. We do not care. What we care is "what" rather than "how". By chance, one of the key principles in Java is separation an object's function from its concrete implementation. For example, in Java library, we only see what "service" each class can offers, but have no idea how it does.

IT services in healthcare

Fri, 29 Sep 2006 22:04:50 -0600

Confused with the “Service Management”

Wed, 27 Sep 2006 19:43:26 -0600

After four weeks, I become a little confused with the “Service Management.” It seems that service management is how to manage service producing industries. However, the definition makes the service management have some overlaps with other management theories or skills.

UPS Discussion

Thu, 21 Sep 2006 19:10:18 -0600

Can't the information that UPS provides about a package be considered as both utility and warranty to a customer? What is the difference here, if there is any?

The "industry" in services

Wed, 13 Sep 2006 23:40:30 -0600

Services have come a long way from the crafts of physicians, lawyers, and laundries. Today some service organizations are "highly mechanized" systems with unprecedented levels of organization, planning, and control.

Do service definitions matter?

Wed, 13 Sep 2006 23:38:03 -0600

In your view, what's the true value of service definitions?