• 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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  • DevOps in the Baltics

    DevOps in the Baltics

    Organizing DevOps Topconf’s second annual Baltic DevOps conference in Tallinn in May attracted 120 attendees who could choose between talks of a technical nature (which attracted 80% of the attendees), and talks about how to organize DevOps. As a member of the programme committee, I had advised about the content of the organizational track. We
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  • ITSM – The Twisted Framework

    ITSM – The Twisted Framework

    Wednesday, 08:06am The coffee in my go mug was already cold when I left my apartment, so although I made pretty good time, considering the morning traffic, I was now 20 minutes grumpier before even getting out of the car.  Spring was still struggling in, and I snugged my hat down so the chill breeze
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  • Devops, Johan Cruyff, Total football – and Total IT?

    Devops, Johan Cruyff, Total football – and Total IT?

    DevOps and Football – where is the connection? We recently lost Johan Cruyff, one of the few true greats of modern football (read soccer if you hail from west of the Atlantic). Looking back on how Cruyff, and coach Rinus Michels’s innovation changed football and how that then evolved into the modern playing style made
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  • Systems tinkering versus systems thinking

    Systems tinkering versus systems thinking

    Dealing with a complicated world Looking back at the industrial revolution, the dominant ‘management paradigm’ was Scientific Management, also called Taylorism. This was pretty straightforward, focussing on control of function and ‘Taylored’ to mass production. But this ran out of steam when the world got more complicated. People realized that things depended on so many
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  • Spark Ventures – A Journey to Digital Service Management

    Spark Ventures – A Journey to Digital Service Management

    Exceeding expectations Here at Spark Ventures (in New Zealand) we have taken the “less is more” approach to IT Service Management, where we are utilising only the essential parts of a process to deliver maximum customer agility, and ultimately exceeding their expectations. Our customers, or “partners” as we like to call them in Spark Ventures, are those Ventures that were created from concept through
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  • Bringing DevOps and Support Together

    Bringing DevOps and Support Together

    5 Ways Your IT Support and DevOps Teams Can Work Better Together There is a division in the workforce: developers build and maintain software while the support team keeps everything up and running. While developers are tasked with continuously shipping product updates, support must attend to customer problems, uphold satisfaction and maintain business productivity. Their goals
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  • The four-part harmony that made the ITSM Global Podcast sing in New Orleans

    The four-part harmony that made the ITSM Global Podcast sing in New Orleans

    A tireless team, great hosts, smart guests and supportive vendor sponsors How many ITSM and technology professionals does it take to screw in the light bulb? If the light bulb is the ITSM Global Podcast and the term “professional” is used loosely, then, in New Orleans, it took 4 GoTo Marketers, 2 amazing hosts, 29
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