ISO/IEC 20000:1, the Information Technology Service Management (ITSM) standard, defines a service as a “means of delivering value for the customer by facilitating results the customer wants to achieve.” ISO 20000 continues by stating that a service “is generally
There’s been some hype recently over what is called ‘bi-modal IT’, an approach to delivering IT services that essentially divides an IT into two “modes”:
“Mode 1” or ‘traditional’ IT, is sequential, emphasizing safety and accuracy
“Mode 2” is exploratory
What is IT Service Management (ITSM)?
Some will say that ITSM is ITIL®. Not true – while ITIL is the basis for many ITSM implementations, ITSM doesn’t have to be just ITIL.
Some will say that ITSM is something that
One of the biggest challenges for any ITSM implementation is resistance. I’ve discussed resistance in a previous blog.
But when it comes to including DevOps within your ITSM implementation, are you resisting? Are you being “that guy (or gal)”?
Do you feel you and your IT organization are living in a mixing bowl?
IT is under incredible pressure to become nimbler and more responsive to business needs. Shadow IT, “as-a-Service” solutions, and requests for new applications are continually appearing
I recently viewed a webinar from a tool vendor regarding Agile, DevOps, and Lean IT transformation. The vendor was hawking their product that helped IT organizations get code from development through build and deployment, describing this as the software lifecycle.
It’s still there. After all of the investment in training. After all of the implementations of tools and processes and methodologies. After all of the progress and achievements.
There’s still that one thing that we’ve yet to overcome. One of
Is your business suffering from “bad ITSM”?
What does “bad ITSM” look like? Some examples:
Every request for change (RfC) goes before a change advisory board, because there’s no criteria or models defined that would facilitate reviewing a RfC any
Paradox [par-uh-doks] noun
A statement or proposition that seems self-contradictory or absurd but in reality expresses a possible truth.
Example: The paradox of many IT Service Management (ITSM) implementations is they actually do not manage IT services.
I had a conversation about SLAs again this week. Suffice it to say that I came away with the feeling that there is so much misunderstanding about the purpose and rationale of a SLA.
What is an SLA?