Trichromy is the name we have given to our approach to the service organisation.
It’s disarmingly simple at a high level, but the friendly façade is the result of a great deal of research and analysis.
Trichromy is summarised by this diagram:
Each coloured circle (or set if you are mathematically inclined) represents an element of the service organisation.
Control is represented by the red circle and is a concept which should be familiar to those in ITSM. Control is process and targets – the offshoots of Taylorism and systems thinking. SLAs are here, so is best practice and top-down management.
To the right, the blue circle represents an element which hasn’t had a great deal of love in IT service over these past thirty years, and that is autonomy. Autonomy describes the freedom of staff to decide, to make judgement calls and to choose how to work. It is self-determination on an individual basis, and within the frameworks and models to which we work in IT service, it is a pretty rare concept.
Finally, and by no means of least, there is the green circle which represents values. This term is probably subject to even more confusion in IT service departments than the word service!
In trichromy, values refers to individual and human values. Note also that these are not organisational or company values; neither are they anything to do with value (singular; for example, in a financial sense). This green circle is the people stuff; at work and outside of work, these values are constant.
The three elements offer a wider palette from which to create an effective service function. To flog the colour metaphor further, IT service has been painting in various shades of red for the past thirty years. Trichromy offers the possibility of creating any particular colour of service that is required by the enterprise.
Importantly, as with colour theory, understanding the elements and how they interact is crucial.
Next: Elementary, My Dear