• ITSM – It’s All About Balance

    ITSM – It’s All About Balance

    Think Outcomes, not Frameworks and Methodologies When I see discussions on social media like “Will <framework A> work with <methodology B>?” I have to admit that it drives me a little bonkers. The answer is always “yes it will”. What the real question should be “how can I achieve the best outcomes from the use
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  • When Problem Management is the Problem

    When Problem Management is the Problem

    Humans have been solving problems for millions of years Now of course by saying that I am including versions of humanity extending back further than the recognized emergence of our current incarnation homo sapiens. But even if we restrict ourselves to just that period we are still attributing what most estimates peg at about 200,000
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  • The benefits of business-IT bickering

    The benefits of business-IT bickering

    In her book and TED Talk ‘The Mathematics of Love’, mathematician Hannah Fry shares her thoughts on the odds of finding your soul mate to the equation that explains the conversation patterns of lasting relationships. The most successful relationships are those with a really low negativity threshold. In those relationships, couples allow each other to
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  • It’s T-time – Technology meets DevOps

    It’s T-time – Technology meets DevOps

    The Specialization of Technology In the beginning of IT there were men in white lab coats. And the men in white lab coats were masters of everything: hardware and software, development and operations, demand and supply. But after a while things started to specialize and different departments were created for the various disciplines. There’s nothing
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  • The Axelos Consulting Partner Programme

    The Axelos Consulting Partner Programme

    My continuing thoughts… In early May I wrote a blog about the Axelos Consulting Partner Programme (ACP) from the view of small agencies (1-3 people) after digesting their announcement and reading comments from the ITSM community (blogs, Facebook Back2ITSM page, etc.). Axelos were interested in our concerns and so invited us for a further discussion
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  • Automation and the CMDB

    Automation and the CMDB

    Get in, go fast, crash quick…Who cares where you’re going! Speed and aggressiveness have been the approach for many organizations trying to “implement” Configuration Management; or should I say “CMDB”. For as long as I have been involved in Configuration Management, there have always been people out there pontificating on how “Automation will solve all
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  • ITSM problems – is poor behaviour the cause?

    ITSM problems – is poor behaviour the cause?

    The changes you need to influence behaviour If you have a technical bent, and if you’re reading this you probably have, it wouldn’t surprise me if you’re as baffled by people as I am. Things, I understand; people, less so. It took me forty years to realize that other people don’t think about things the
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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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