Defining systems thinking in terms of service management
Having discussed design thinking and its relationship with service management in the previous chapter, systems thinking has a similar context in that it can be used to translate stakeholder requirements into IT solutions. Both design thinking and systems thinking are critical to the success of formal service management. Like design thinking, systems thinking does not have its origin in service management. It dates back to 1956 from the MIT Sloan School of Management. Think of systems thinking as the activity (or activities) associated with looking at the use of multiple approaches, each with its own components, from which to architect a solution – such as a product or a service. Just like an individual framework can have multiple components, multiple frameworks, standards, and methods can each be seen as a component of a larger system (e.g., a service management system). The very word analysis lends itself to thinking...
