The DevOps Movement fits perfectly with ITSM

In my thirteen year journey of studying high performing IT organizations, I’ve started to see a new and unsettling trend.  Whenever I mention ITIL and IT Service Management in presentations and briefings, people in the audience snicker. When I ask why, they roll their eyes, and talk about the shrill, hysterical bureaucrats that suck life out of everyone they touch, doing everything they can to slow the business down, preventing everyone from getting work done. Read more

The Developers that Ruin the Show

“Previously on <TV show name>…”, we discussed how a business can slide into the blame game, where the need for accountability can cause staff to avoid ownership, and where every failing can result in additional processes that produce more cost than benefit.

code-707069_1280We’re preaching the virtues of trust, but as many a broken marriage will narrate, trust that is broken is often never recovered. For every grade-A star, there is a problem developer lurking behind his three monitors, about to ruin the party for everyone. How shall we fix a problem like Maria?

We’ll look at several common party poopers, and I’m sure you’ll even find yourself reflected in one of the categories. I certainly do. Each of these citizens starts with a low level of trust, and as you retrain them and increase their trust levels, you can drop the obsolete processes that originally served as safeguards. Read more

Refocus and Revisit your ITSM Stats and Metrics

IT has a huge amount of statistics, but are they just pointless or do they provide a basis for the progression and management of service? During this webinar, we will discuss three distinct approaches that can help us to better manage and control our IT services: delivering the deliverables, performance versus quality, component criteria optimizing. Read more