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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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  • Using Behaviours To Align People Management and Operations

    Using Behaviours To Align People Management and Operations

    As illustrated by the fields of psychology and psychiatry, the nature of behaviour is driven by numerous factors. It is not surprising therefore, that this is a subject we all continue to struggle with even in our tiny world of ITSM. People are not easily pigeon-holed and nor should they be, however there are certain personalities and characteristics that
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  • Five Ways to Improve Your Project Plan

    Five Ways to Improve Your Project Plan

    All over the world, promising projects quickly morph into unmanageable creatures, exceeding budgets and eating up time. In response, the collective finger of blame points to everyone’s favorite excuse: bad planning. If poor planning is responsible for failure, then it would stand to reason that good planning should be the savior. So many of us
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  • DevOps & The Death of the Product Owner

    DevOps & The Death of the Product Owner

    An agile transformation I probably don’t have to explain why organizations are transforming towards the agile way of working. In nearly every enterprise, agility has evolved from optional ambition to inevitable necessity. The far-reaching adoption of Scrum, the most dominant agile product development methodology, has triggered the emergence of product owners. The product owner, being
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  • Feral software and the application orphanage – application management

    Feral software and the application orphanage – application management

    Give it a name You know the feeling. You’ve got some kind of medical condition that you can’t pin down. And it’s worrying you. If you’re male, you’ll probably wait for a couple of months before you go to your general practitioner and get it checked. After assessing the symptoms, the GP gives your condition
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  • The SITSMas Miracle

    The SITSMas Miracle

    ITSM to the rescue! When we announced that the AllThings ITSM Global podcast team would not be able to get to SITS15 to record conversations with people from the ITSM community, the response was fast and overwhelming. So many people offered solutions and support to try to get us there, but in the end two
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