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User vs. service incidents: what's the distinction?
Think gymnasium and magnesium. They rhyme, but they’re different.
08/16/18
Instead of IT processes, maybe it’s time to think about capabilities…
Or, why processes aren’t as cracked up as we think they are.
05/01/18
Having a go at ITIL's flow
Many IT shops don’t quite follow ITIL's proposed lifecycle flow. They “live” mostly in operations, and transition is performed poorly. But what would happen if we looked at ITIL's flow from another perspective?
06/19/17
ITSM's MVP
To achieve an MVP (minimum viable product) state for IT service management (ITSM), focus on the services that directly provide value to your customers and execute on the requirements found in the ISO/IEC 20000 standard.
04/27/17
A process with just one page?
In which I think about focusing away from boring process documents into action...
03/02/17
The silver bullet for ITSM success
These days, we have a wide range of IT Service Management frameworks and standards, all designed to help people solve business problems and help IT deliver value. But none of them will work if an essential element is missing. That...
02/17/17
Accidental ITIL and DevOps
Or, how I discovered that we DevOps'd an ITIL service desk and didn’t even know it.
12/09/16
A thought on making service design better
Some ideas regarding service design, and how it can provide more value to your organization.
11/29/16
The value of identifying the 'failure stream'
Much has been said about understanding the value stream of a process. But have you stopped to consider the failure stream? This is Part 1 of a two-part series on how to use the value stream to better understand and enhance your...
09/08/16
The understated elegance of IT service scope
How having a good, crisp IT service service scope definition is something worth considering.
07/07/16
Stop hurting your IT operations
Many times, we hurt our IT operations unintentionally by not performing various activities that are essential to the delivery of an IT service.
05/24/16
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