Idwell on Service Management

Thoughts on how to design and implement IT Service Management


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The ‘cobots’ are coming. Is your IT team ready?

At Creating Revolutions, an employee affectionately nicknamed “Manuel Noriega” assembles the tiny components of a customer service paging device. Unlike other employees of the startup, Manuel works for hours, day in and day out, without bathroom breaks or healthcare benefits.

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The Top 5 Things ITSMers Get Wrong about Cloud Migration

As an IT service management (ITSM) professional, which public cloud “camp” are you in: Cloud is great? Cloud is a disaster? Couldn’t care less about cloud? (Hopefully none of you are still at “what’s cloud?”) These and many other cloud “attitudes” tend to be present, all at the same

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How Much Innovation Should We Juice Out of Engineers?

Critics of Silicon Valley are having a bit of fun with Juicero, the San Francisco–based startup seeking to disrupt the juicing industry by selling a US$399 Wi-Fi-enabled juicer and $8 bags of fruits and vegetables. The company had raised nearly $120 million in venture capital funding.

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