Idwell on Service Management

Thoughts on how to design and implement IT Service Management


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Six Ways CIOs Can Drive #DigitalTransformation | @DevOpsSummit #DevOps #Analytics

Growing a digital business is essential for virtually every enterprise across every industry. Large enterprises and small businesses alike are digitizing their internal and customer-facing processes and services to increase efficiency, scale their businesses, and collect meaningful data.

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On digital transformation, ITSM, and DevOps. Oh, and pizza.

In March 2017, a story circulated on social media, comparing the investment performance of two companies: Apple and Dominos Pizza. The article revealed that an investment in Apple stock in 2009 would have yielded a healthy 370% return by 2017.

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DevOps represents the emergence of systems thinking in IT

Welcome to the new world of IT: systems thinking. I’ve written before about how DevOps taught me the importance of thinking systemically (and Deming taught it to us decades ago) but it is worth calling out another aspect of this: I see IT as having gone through four generations of thinking.

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why DevOps transformations succeed where ITSM so often doesn’t

I’ve consulted on many ITSM initiatives and it always seemd a struggle to effect improvement: all stick and no carrot; dragging horses to the river with no interest in drinking. My DevOps consulting these days is a different experience – of happy horses following willingly and drinking their fill.

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