Idwell on Service Management

Thoughts on how to design and implement IT Service Management


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DevOps has reached critical mass, CIOs need to get on board

DevOps is one of the most powerful weapons that CIOs have in their arsenal. DevOps unites the entire enterprise in delivering business transformation with superior customer experience. Companies like Target, Capital One, Walmart, ING, Nordstrom, Netflixand JetBlue are already reaping the benefits.

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Change Management in a DevOps World

I admit it; I’m a fan of auto racing. I love how the teams work together, with practiced precision, to give their driver every opportunity to use her wits and skills to compete against equally formidable opponents. Engineering. Mechanics. Teamwork. Racing against the clock.

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What should an IT department measure?

When I think about what data I’d like to see IT operations departments measure and report, there are two key things that I think of: How happy are the users of the IT service? How much disruption are IT failures causing to business users? I recently had the pleasure of seeing a demo of the lat

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