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The Service Level Agreement – Getting it Right
How to ace an SLA Preparation for any industry The preparation of a Service Level Agreement (SLA) can consume a great amount of time and money. Moreover, it can also cause a major headache as it can lead to an increase in bureaucracy and psychological obstacles for the team members involved. There are also considerations
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A Project Management Parable
Project Chicken From time to time, particularly at project management conferences, I tell a little story about when my father, in his late eighties, decided that he wanted to start keeping chickens. This was a couple of years after my mother died, shortly after their sixtieth wedding anniversary. He lived independently on the outskirts of
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Sell me this DevOps
Having already written about both DevOps in Kill DevOps and the challenge of selling IT initiatives to ‘executive hair’ in Sell me this IT, I thought that I now might combine the two. It was either going to be Kill IT or Sell me this DevOps and I’ve opted for the latter. Most people who
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Knowledge 16 was “Ah-mazing”
Time flies… We arrived in Las Vegas for Knowledge® 16 on Sunday to work with some of our clients before the show and before we knew it, the Monday reception was upon us and then it seemed like we were packing up to leave for the airport. It was non-stop from beginning to end. Knowledge
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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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Bring Your Own IT Innovation
It was David Cannon, in his excellent opening keynote at the Dutch Service Manager Day in March 2016, who triggered the idea for this post on IT innovation. David spoke about users who have a hunch that their current information systems could be used differently to achieve better results, but struggle to discover how. The
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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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Life, Death and ITSM in Finland
On a trip to Helsinki in April 2016 to speak at the ICT Expo, a two-day trade show attended by 5000 visitors, I had the opportunity to catch up with ITSM legend Aale Roos. I’ve known Aale for more years than we both care to acknowledge, and it had been quite a while since we
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