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  • Cynefin – Broadening the traditional approach to leadership and decision making

    Cynefin – Broadening the traditional approach to leadership and decision making

    Case based reasoning Many best practice approaches are based upon case-based reasoning.  This is the process of solving new problems based on the solutions of similar past problems. You may have seen this in practice; the Service Desk analyst who restores service to an IT issue using a solution she’s tried before.  A Judge who
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  • Five Service Desk Tips for Your Organization

    Five Service Desk Tips for Your Organization

    The effectiveness of your services depends on various factors that you must always keep in mind, as well as how solutions, such as service management solutions, can and do benefit the organization. These are five tips that I think will help make your service desk as successful as possible. First of all, you must invest
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  • DevOps is Fun But Non-Functional

    DevOps is Fun But Non-Functional

    Please don’t throw things at me! It sounds a bit odd but I’ve come to the conclusion that DevOps is fun but non-functional. Before you start throwing rotten tomatoes at me, as was the case with one of my other DevOps blogs, Kill DevOps, please let me explain. There aren’t many decent definitions of DevOps
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  • Are We Finally In The Cloud?

    Are We Finally In The Cloud?

    A ‘cloud-first’ way of working Twenty years ago Sean O’Sullivan and George Favaloro predicted a world where cloud computing was the norm and the world would look to cloud first, rather than considering in-house service options. ServiceNow commissioned ReRez Research (Dallas) to conduct a survey which targeted 1,850 respondents in seven countries, on four continents. They
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  • Service Request Catalog: Failing to Fail

    Service Request Catalog: Failing to Fail

    Many IT organizations fail at their first attempt to go online with Service Management via a Service Portal or Service Request Catalog. Today I’ll look at some of the reasons why and provide suggestions for succeeding the first time, through widespread engagement combined with an agile growth that maintains momentum throughout your efforts. Before beginning,
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  • Can and Should You Adopt Agile In Your Company

    Can and Should You Adopt Agile In Your Company

    If you have anything to do with IT or even any of the IT-adjacent industries, you have probably heard about agile. In fact, you have probably had your ears burning from the millions (it definitely feels like millions) of various experts turning “Agile” into one of the buzzwords of the 21st century so far. But,
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  • Speaking at the DevOps Enterprise Summit

    Speaking at the DevOps Enterprise Summit

    A Preview I’m honored to be speaking at the DevOps Enterprise Summit in San Francisco this November. My talk will be on “Influencing Higher Education to Create the Future DevOps Workforce” As I’ve discussed elsewhere, our education system is a bit behind the curve in responding to digital transformation and underpinning practices such as Agile,
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  • How Do You (con)Figure?

    How Do You (con)Figure?

    What is configuration management? People (at least some people) have always been aware that knowing where things are and how things work together are good things to be mindful of. It’s why some have always been attracted to maps and puzzles (which are sometimes the same thing), and have that urge to disassemble and reassemble
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