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The Five Decisions your business makes every day about your IT Organization

Your business is making decisions about IT. Everyday. From board meetings to daily interactions. What are those decisions? Invest – A great outcome for IT. The business is willing to spend more or invest new monies into IT. Perhaps the

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Six PDG (Pretty Darn Good) Reasons for IT to (truly) define Services

How would you answer the following question? “How does your IT organization deliver real business value?” In the October 6, 2016 CIO.com article, “Business value is key to IT success”[1], Mike Sisco describes business value as including five

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What message is your Service Catalog sending to your business?

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

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Are your processes in the way of ITSM?

What is IT Service Management (ITSM)? Some will say that ITSM is ITIL®[1]. 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

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Don’t be “that guy”

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)”? I

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image credit: Thomas M. Perkins
The mixed message to IT (and how to escape the mixing bowl)

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

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Photo Credit: Solarseven
ITSM is not just IT Operations

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.

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We talk. No one understands. Why?

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

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A Cure for “Bad ITSM”

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

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The ITSM Paradox

Paradox [par-uh-doks] noun A statement or proposition that seems self-contradictory or absurd but in reality expresses a possible truth.[1] Example: The paradox of many IT Service Management (ITSM) implementations is they actually do not manage IT services. Many organizations

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