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In IT service management, “firefighting” has become a metaphor for much of the work. Someone or something starts a digital fire, and we put it out. Firefighting captures the reactive nature of...
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If you’re really busy working on lots of different things then maybe you should think about limiting work in progress. If you start one thing and finish it before starting the next...
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The IT “playing field” is essentially leveled with public cloud, because it brings world-class IT management and IT service management (ITSM) capabilities to all. Release management is a good example of this....
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If you haven’t convinced senior management to move the help desk to the cloud, don’t fret. The most common objection to new technology is the anticipation of imagined problems. The person who...
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Did you ever see the unfortunate TV weather lady who was interrupted by the Microsoft Windows 10 upgrade notification? It was one of those situations that’s funny but also serious at the...
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IT service management has traditionally been a process-driven discipline, supported by the growing use of automation. In 2017, the increased popularity of cloud services offers up even more opportunities for greater use...
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If you work in an IT organization, you may be tired of being told that you should focus on creating value for customers. You already know that you should be delivering end-to-end...
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There are some rumors that IT service management (ITSM) is dead. No way – I’m here to tell you that ITSM is far from dead. In fact, I think this is a...
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The world has been living with on-premise software for far too long now. The benefits that businesses and IT teams alike are gaining from well-managed, cloud-based services are rapidly changing the face...
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When you work on a service desk, calls from angry users can be very hard work, not least because of the way we’re likely to feel about them. Being at the other...
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In the first part of this blog series I provided my first four tips for creating a configuration management plan. These related to getting a common understanding of the basics, setting the...
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We’ve all probably heard, and even used, the phrase “fail to plan, plan to fail” but never has this been more pertinent than when planning for a corporate IT configuration management capability...
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Don’t be fooled – by the cloud tech-talk of instances, databases, code, and APIs – into thinking that cloud is all about technology. Unfortunately, this kind of tech-talk can convince IT service...
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One of my biggest fears as an IT manager is coming to work one day and finding out that my company network was hit by a ransomware attack. So you can imagine...
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Clouds are services, not products or technologies, so who better to manage them than an IT service manager with a “special set of skills.” Let’s call them Cloud Service Delivery Managers. The...
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All the IT service providers I’ve worked with assure me that they measure the services they provide. They use metrics and KPIs to do this, and have service-level agreements (SLAs)  with their...
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Many businesses, and IT organizations, become frustrated with a lack of agility and responsiveness with their change management process. Rather than being viewed as a “value enabler,” the change management process is...
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