The volume of tasks running through the service desk continues to escalate. And end users—conditioned by Amazon, Facebook and Netflix—have ever-increasing service expectations.
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Category Archives: digital organization
The Road to Kittens Is Littered with BRM
We’ve been hearing more and more about Business Relationship Management (BRM), and for good reason.
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6 Steps to a Successful DevOps Adoption
Figuring out the most optimal way to enable agility and rapidly deliver services to customers—without compromising quality—continues to be one of our industry’s biggest challenges.
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12 ‘best practices’ IT should avoid at all costs
What makes IT organizations fail? Often, it’s the adoption of what’s described as “industry best practices” by people who ought to know better but don’t, probably because they’ve never had to do the job.
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Nine Guiding Principles for ITSM or… for Everyday Life
ITIL Practitioner focuses on nine guiding service management principles that distil the core message to facilitate improvement and success at all levels.
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Who Sets the Focus for ITSM Training?
I was recently intrigued to read a blog by Paul Wilkinson about IT service management (ITSM) training: “Has ITSM Training’s Focus on Guaranteed Pass Rates Gone Too Far?” And when Paul invited me to respond, I couldn’t resist.
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The CAB – Do We Still Need One?
A couple of recent client engagements have had me wondering about this question. If Change Management is done properly, do we really need final approval by a CAB during a meeting when most tools have robust automated approvals, conflict checkers and risk assessments?
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Have we bridged the gap between Data Science and DevOps?
How do Data Science and DevOps fit together? In this article, Richard Gall explains why integrating Data Science with your DevOps can lead to a better and smarter business. Packt’s Skill Up 2016 survey revealed Data Science and DevOps to be big news for developers.
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The 7 Habits of Highly Effective Incident Managers
Incident management plays a key part in the IT service management ecosystem and in keeping businesses running. But what are the key things that need to be considered when optimizing your incident management capability?
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Simplicity Trumps Complexity… Not Everyone Needs a Complicated ITSM Tool
The IT service management (ITSM) tool ecosystem, and its history, is an interesting beast.
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Idwell on Service Management 