Frequently Asked Simplifications

FAS

Servinomy aims to explain service management to everyone without jargon. Our motto is, " If you can't explain it in simple words, you probably don't understand it yourself. And to be honest, it keeps us sharp. Have fun!

What is service management? Service management is simply taking the hassle out of someone else's day, so they can get on with their job or their life. It is the art of delivering a result that makes the customer happy, without them needing to understand or pay for the complicated machinery running behind the scenes. 

What is the difference between IT Service Management (ITSM) and Enterprise Service Management (ESM)?  The difference is dead simple: IT Service Management helps you with your computer hassles, while Enterprise Service Management helps you with all your other workplace hassles.

The Servinomy mindset: To you as a guest (or an employee), it doesn't matter a jot who does what. You just want to be looked after. ESM takes the clever tricks from the IT department and rolls them out across the rest of the business, so you can ask for help in the same simple way, no matter what you need.

What is a KPI? A KPI (Key Performance Indicator) is simply a dashboard light that tells you whether you are actually getting where you want to go, or if you are about to break down.

The Servinomy mindset: Modern IT departments love "Green Clean" dashboards—where all their technical KPIs are green (servers are up!), but the customer is still furious because the system is unusable. Servinomy focuses on the watermelon effect: green on the outside, but bright red on the inside. We only care about the metrics that keep the inside green, too.

What is a process? A process is simply the recipe for getting something done. It is a step-by-step guide that ensures when you do a job, it turns out right every single time, no matter who is doing it.

The Servinomy mindset: A good process is like a grandmas's recipe: short, practical, and focused on the final taste—not a 400-page manual full of bureaucratic jargon that makes everyone lose their appetite. Traditional IT management loves to design processes for the sake of the process itself, turning teams into checklist-ticking robots. Servinomy believes a process is only useful if it serves the human being. If a step in the recipe doesn't make the food taste better or the service faster, we strike it off the menu.  

What is the difference between an incident and a problem? The difference is simply the difference between a leaking pipe and a rotten plumbing system. An incident is a single, annoying event that disrupts your day right now. You just want a quick fix to get back to work. A problem is the hidden, underlying cause that keeps those annoying things from happening.

The Servinomy mindset: Traditional IT departments love to celebrate closing thousands of individual incidents because it makes their statistics look good. Servinomy says: if you are constantly fixing the same thing over and over again, stop bragging about how fast you mop. Put down the bucket, find the leak, and fix it for good so your people can focus on delivering great service. 

What is human-centred design? Human-centred design (or human design) is simply building a tool, process, or service around the natural way people actually behave, rather than forcing people to change their behaviour to fit the system.

The Servinomy mindset: We look at how people actually work, flub, and communicate in real life. We believe that processes and technology need to adapt to humans, not the other way around.

To be continued . . . 
Servinomy is on the hunt for more simplifications. Stay tuned!