We’re delighted to announce that popular presenter Mark Smalley will be leading our upcoming DevOps webinar on 23rd September. As a taster, here he explains why DevOps really is ineffable. It’s a frustrating but intriguing paradox that I’ve been struggling with since I got involved in the DevOps space: what are we actually talking about? Is …
KPI: KEY Performance Indicators OKR: Outcomes or Objectives that are KEY to a Result Confused? Do you have these metrics? Are they working for you? When Paul Wilkinson wrote his blogs on The Shiny New Thing That Helps, I noticed he had no metric to judge whether #TSNTTRH was doing any good. So, I created …
The term ‘Jack of all trades – a master of none’ is typically seen as a less than flattering rebuke. Used in this manner it generally describes a person whose knowledge, while covering a number of areas, is superficial in all of them. In the current form the phrase can trace its heritage back to …
I’m alright, Jack! The rise of the T-shaped individual Read More »
I have shamelessly become a little obsessed with Stacey Solomon’s ‘Sort it Out’ programme on BBC iPlayer. For those of you who have missed it, Stacey and her team visit houses that can only be described as complete clutter chaos! They then have 7 days to take every item out of the house, lay it …
How exactly do ITIL and ISO/IEC 20000 fit together? Lynda Cooper offers some clarification, and looks at Part 11 of the standard, which focuses specifically on the relationship between the two. ITIL 4 is best practice guidance; it is not an industry standard. Organisations cannot be ITIL certified to prove that they meet all of …
I have never experienced an entire virtual conference. Oh sure, I have been to some where I attended a session and left, but to participate fully in both days was a far different experience. A far more enjoyable experience! For me ITSM2021 offered many different things: A scavenger hunt that promoted communication and collaboration So …
The Cloud Centre of Excellence (CCOE) is a new function which is gaining traction and interest – due in part to the increase in the adoption of cloud and digital services. This is an important development but, all hype aside, if you are looking to create a CCOE there is a very important first step …
Many IT teams are working ‘flat out’ just to keep the infrastructure running and, even with a state-of-the-art ITSM implementation, still can’t get beyond the basic processes of incident, request, problem, and change management. A lack of ownership, discipline, understanding, or ‘care’ means IT service can still seem pretty poor for the customers. Research shows …
Service Integration and Management (SIAM) is an approach to managing multiple service suppliers and integrating them to provide a single business-facing IT organisation. SIAM frameworks have been implemented in many organisations, often as part a of multi-supplier outsourcing initiative. SIAM tends to involve two main activities: governance of the end-to-end service and operational support of multi-supplier …
Recoverability of an organisation was once considered a luxury. After all, why would a company spend any time let alone any money in ensuring IT services are available in the event of a crisis? Thankfully this viewpoint has become far less common that it used to be. Yet still companies struggle to adequately prepare and …
Service Continuity Management (ITSCM): the road to success Read More »