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  • DevOps and ITSM – A Conversation with Gene Kim

    DevOps and ITSM – A Conversation with Gene Kim

    A highlight of Knowledge16 Last week the AllThingsITSM podcast team had the pleasure of recording interviews at Knowledge16 – The annual ServiceNow User conference in Las Vegas.There were a lot of conversations centred on DevOps, but one stood out for all of us. I have to say that one of the highlights for me, and
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  • Let the Turtles Die! – What is happening to ITIL training?

    Let the Turtles Die! – What is happening to ITIL training?

    I used to watch a TV series, a few  years ago, called The Naked Truth, with the lovely Tea Leone. She played Nora, who after being divorced from her very powerful and very very rich husband, decides to go back to her career as a photojournalist instead of accepting the US$ 1.8 million offered by
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  • How Do You (con)Figure?

    How Do You (con)Figure?

    What is configuration management? People (at least some people) have always been aware that knowing where things are and how things work together are good things to be mindful of. It’s why some have always been attracted to maps and puzzles (which are sometimes the same thing), and have that urge to disassemble and reassemble
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  • Service Request Catalog: Failing to Fail

    Service Request Catalog: Failing to Fail

    Many IT organizations fail at their first attempt to go online with Service Management via a Service Portal or Service Request Catalog. Today I’ll look at some of the reasons why and provide suggestions for succeeding the first time, through widespread engagement combined with an agile growth that maintains momentum throughout your efforts. Before beginning,
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  • Lie To Me

    Lie To Me

    Are your metrics and reporting telling you what you need to know, or what you want to hear? Not long ago, as I was reviewing another Excel file containing row after row of “KPIs”, the playlist I had running in the background kicked off a personal favorite, which opens with the words “Lie to me,
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  • Talking to Robots – The Rise of the Conversational User Interface

    Talking to Robots – The Rise of the Conversational User Interface

    How do you feel about talking to a robot when you call for assistance from your providers? Many organizations have taken the step of using a conversational user interface to direct calls, or even completely resolve issues without any human intervention. The emergence of Alexa, Siri and Cortana, are further driving businesses to investigate how
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  • Service Desk – Shift Left! And Then Again!

    Service Desk – Shift Left! And Then Again!

    Service Desk 360 recently conducted a  survey with the purpose being to collect different views and wants across the IT department; from the IT Director to first-line technician, then to compare those views in a helpful and constructive way. In response to the survey question ‘If I only had one wish…….’ the overall responses from
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  • Technology Graduates – Job Prospects Looking Good

    Technology Graduates – Job Prospects Looking Good

    Opportunities and salaries on the rise The employment prospects for new graduates in 2017 are looking brighter than they have for the past 10 years, and technology based careers are faring particularly well in the employment race. Now that spring is officially here, college students all over the U.S. are getting their caps and gowns prepared
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