Blog

IT organization
The Number One Reason IT Is Unappreciated (and how to change it)

There’s a quiet mumbling that occurs in every IT organization across the world. You can only hear if you listen very carefully. It’s the quiet sounds of IT organizations feeling underappreciated. The C-Suite and many parts of the organization don’t

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IT processes
Are Processes Killing Your Productivity?

Every IT organization knows that good processes are critical to the success of a company. The right processes can improve efficiency and create an organized workflow. However,when taken to the extreme, processes can kill productivity and ruin your team’s morale.

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Why ITIL Doesn’t Work For Your Business

There are two camps of people in the IT world: those that will explain the benefits of ITIL all day long and those that find ITIL doesn't work and think it’s a bureaucratic waste of time. But upon further investigation, we’ve

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devops training
The Great Debate: Is DevOps a Role or a Method of Working?

In a world that seems to debate everything, there is one debate in the IT world that seems to never end. Is DevOps a role or is it a method of working? There are many people in the industry asking

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What is DevOps?
What is DevOps?

“What is DevOps?” Taken at face value, the question may seem a bit rhetorical, but allow me to explain. There is no single definition of “DevOps”. If you ask five people “What is DevOps?”, you’ll likely get five

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Expand ITSM into the Enterprise
Nine signs that it’s time to expand ITSM into the Enterprise

I read a lot about how organizations have stood up a centralized service desk, a self-service portal, and called that “enterprise service management”. While these two deliverables may be good things to do, I don’t think that these two deliverables

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Not so excited about ESM
Why your company isn’t so excited (but should be!) about ESM

Enterprise Service Management (ESM) describes the use of service processes and technologies across an organization.  ESM also describes business management software which provides an integrated view into business practices. [1] And what part of any organization doesn’t rely on

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Service Management must move out of IT
Why Service Management must move out of IT

Is your IT service management “future ready”? A recent MIT Sloan Management Review article[1] discussed how organizations must become “future ready”.  The article stated that becoming future-ready requires change to the enterprise on two dimensions:  the customer experience and

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Finding Service Owner
Four Steps for finding your misplaced Service Owner

Has your IT organization defined services and named service owners? Have you identified the right person as the service owner? How do you know? Let’s start from the beginning What is a “service”? According to ITIL®, a service is “a

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Let’s Stop Playing “Service Provider” and “Customer”

The concept – at a high level -  wasn’t all bad. The concept was that IT organizations should adopt a service-oriented mindset when it comes to working within the business.  The attitude of the IT organization must shift from

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