I caught up with my brother Manuel right after the first of the year. He’s got quite a lot going on this year. We talked about the concept of Agile Service Delivery – and the course he offers on the topic.
There’s also a lot of fund stories in this interview. As you can imagine, we have some history together – both personal and work related.
Manuel’s primary web site is www.ManuelPalachuk.com. You will also find his blog there and lots of resources.
In addition to his four decades of work in service industries, Manuel has deep experience in IT generally and managed services particularly. Now he travels, speaks, and coaches IT professionals.
He was my first outsourced employee – at age seven. 🙂
This interview has a great description of Agile Service Delivery and where it fits in your managed service business. It’s all about managing the work instead of managing the people. The PSA vendors tend to push a calendar-focused view of the world, which is literally a 250 year old approach to managing work.
Books mentioned: Making Work Visible: Exposing Time Theft to Optimize Work & Flow by Dominica Degrandis.
and The Phoenix Project: A Novel about IT, DevOps, and Helping Your Business Win by Gene Kim.