Primarily when we are
looking at the improvement of services we speak about people, process and
technologies. Before we can make improvements we always start with identifying
what our current capability is in each area. While we may have go to ‘best
practices’ I like to look to see what else is out there which might be able to
get me just a little further ahead that sticking with only one framework. In
doing this I came across OBASHI.
Initially, after hearing
the name, I thought that this methodology was some sage wisdom that Mr. Miyagi
might dispense, but it turns out that OBASHI actually spells out the letters
for the layers in which this methodology maps out. The layers are laid out in
sequence with the Ownership and Business process in the top 2 layers and the IT
assets in the next 4 layers. Together they outline people, process and
technology in a way that represents how the business can function.
One of the biggest challenges in improving service delivery always comes
down to the business complaining that the technology cannot meet expectations
and that IT does not have a fundamental understanding of business needs in a
way that significant improvements can be made.
The OBASHI framework is used to visually outline an organization’s IT assets
and resources and the business operations which they support by identifying
each individual element which represent assets and resources for the business
Once these have been
identified another visual representation (Data Analysis View – DAV) outlining
the data flow which shows how these elements interact in a “join the dots” way,
as they term it.
For me the thing I like
the most about this method is that it speaks to the gap which exists in the IT
and the business relationship in many cases where a formalized function may not
exist. Where there are more formalized teams, such as business relationship
managers, they may see significant value in taking a look at this methodology in
Overall I think that there
are many frameworks
at our disposal which we can utilize to improve the customer experience and we
should take strides to investigation what might help take out business to the
Please feel free to
share with me what methods or tools you have used to improve service.
me on Twitter @ryanrogilvie
or connect with me on LinkedIn
Labels: BRM, Business Relationship Management, Continual Service Improvement, it, ITSM, OBASHI, Service Management