• Configuration Management, Why bother?

    Configuration Management, Why bother?

    Some Pros and Cons about implementing Configuration Management In order to discuss the Pros and Cons of anything, you must first establish and agree upon the Goals. This will ensure that everyone is on the same page and seeking the same results. It is also important to cover, at a high level, the major activities that should
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  • SIAM – What’s all the fuss about?

    SIAM – What’s all the fuss about?

    Service Integration and management (SIAM), like ITIL® before it, appears to have originated from HM Government (UK). References to SIAM began to emerge in the UK in the late 2000’s purported to provide a framework to obtain better value for money from multi-supplier service engagements. Lately its adoption has increased globally due to the increasingly
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  • The Cloud, DevOps and Service Desk vNext

    The Cloud, DevOps and Service Desk vNext

    I have been wanting to blog about the combination of Cloud and DevOps and Service Desk – the subject of a presentation I did with Kathleen Wilson at itSMF USA Fusion 15 earlier this month. It covered some of the lessons learned and changes in approach that were required to grow cloud scale services. Also,
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  • A note to my friend DevOps from ITIL®

    A note to my friend DevOps from ITIL®

    Welcome to town The welcome card is on your mat and I’ve baked you cookies, so come on in! Let me introduce myself more formally as it looks to me like ‘we got off on the wrong foot’, so to speak. I’m ITIL I’m an oldie but a keeper. I’ve kept myself in great shape
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  • 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,
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  • 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
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  • ITSM – It’s All About Balance

    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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  • Idea through to Delivery –  Part two

    Idea through to Delivery – Part two

    Projects from a Service Management Perspective  In this second instalment on project management we continue to move through the stages of an IT project starting with the build phase. Read the first instalment here. Build While the build is being undertaken ensure that project management and solution architect perform solution awareness sessions with the service desk,
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