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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
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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
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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
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The Customer is (NOT) Always Right – The Customer Service Conundrum
Popularized many years ago by those in the business of selling, the phrase “The customer is always right” continues to be a mantra for well-meaning businesses in myriad industries. It sounds good; after all, the premise is based on the desire to provide great customer service that will see the customer happy, to ensure they
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CSI – Buy One Get One
That’s right for unlimited time buy one CSI and you get a second free… (Yeah, I won’t give up my ITSM skills to be in sales anytime soon.) The reality is though, that for every CSI initiative you embark on, you get an additional benefit. Every aspect of ITSM deals with two fundamental areas of
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Don’t get fooled again by a confident quack
Choosing the right consultant and taking well-informed decisions It’s a familiar dilemma. You’ve consulted a handful of people for their opinions on a significant investment. However their guidance differs. Who do you trust? The consultant who a trusted colleague recommended? The one with a good digital profile, for instance a high Klout score for their
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Sell me this IT
It’s all about supply and demand In Martin Scorsese’s biographical black comedy film The Wolf of Wall Street (2013), Leonardo DiCaprio plays a stockbroker of dubious morals. In one of the scenes he plays a motivation speaker talking to an audience who have come to learn how to sell. In order to show them how
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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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