• Collaborating in a shared service management environment

    Collaborating in a shared service management environment

    The processes for IT, facilities and human resources (HR) are broadly similar and do overlap, such as with commencement and exit procedures, and can easily be brought together in a single tool to manage. However, even when doing so and when supporting departments have their own tools and processes, it is not always clear to
    Read More…

  • Compliance and ITSM

    Compliance and ITSM

    Are we seeking the Holy Grail? Now why have we heard so little about compliance in the past few months, there are those who say it’s not quiet at all but I must say that it is, compared to a couple of years ago. Have we learned how to be compliant, or what to be
    Read More…

  • My IT Improvement Mantra

    My IT Improvement Mantra

    Effective, Efficient and Energizing One of the most satisfying parts of my work as an IT management consultant is helping IT departments improve how they work. This is usually related to my mains areas of interest, application management and business information management, but the principles apply equally to other areas. I’m particularly pleased with how
    Read More…

  • Resistance to Change – It Can Be a Good Thing!

    Resistance to Change – It Can Be a Good Thing!

    Whenever a change is introduced into the organization there will inevitably be resistance to it. Whether it is a change to an ITSM process, a change in supporting technology, or a service improvement initiative, it will impact people and therefore resistance to change will occur. Every person is different and will react to change in
    Read More…

  • Say “Sayonara” to Cost Centers,

    Say “Sayonara” to Cost Centers,

    And say “How Do You Do” to Service Centers If you had the choice of taking a cab or an Uber, which would you choose? You probably opt for the vehicle where predictability comes first and no cash ever exchanges hands. Feeling lazy and strapped for time, but still want a home-cooked meal? With one-click,
    Read More…

  • Joining things up = progress: a connection between Physics and DevOps?

    Joining things up = progress: a connection between Physics and DevOps?

    It sometimes seems IT is just one endless stream of brand new things; service management tempers that a little. Service is an old concept, one that has been delivering customer outcomes for centuries. New things are supposed to be better than old ones, seeing similarities to the past can help us avoid repeating mistakes and
    Read More…

  • DevOps as part of the IT value cycle

    DevOps as part of the IT value cycle

    Extending the DevOps philosophy to benefit the whole IT value cycle In a previous piece ‘DevOps – the prequel and sequel’ I described how the 3 Ways of DevOps can be extended to provide a better context to DevOps. The 3 Ways, as described in the ‘must read’ book, The Phoenix Project refer to the
    Read More…

  • DevOps – the prequel and sequel

    DevOps – the prequel and sequel

    Extending the DevOps philosophy to benefit the whole IT value chain Many people who have taken more than a brief look at DevOps will be familiar with the 3 Ways, as described in the ‘must read’ book, The Phoenix Project. These are the underpinning principles from which all DevOps patterns can be derived. They describe
    Read More…