LeaderBoard (970×90) Blazent – False Promises WP 3
  • Service Management and Me (and you too!)

    Service Management and Me (and you too!)

    All of my jobs have been service jobs I will come back to this, and how it likely applies to you too, shortly. First though, I want to invite you to step into my memory for a brief tour of my service management journey thus far. My first job was manning a concession stand at
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  • Connecting IT through ITSM

    Connecting IT through ITSM

    Our Digital Journey starts at BMC Engage Having been in IT for over 20 years, the digital journey for the enterprise is a very exciting place to be these days. The convergence of technology with consumer patterns is changing the way business operates. For those who embrace and deliver on this successfully, it can be
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  • Say “Sayonara” to Cost Centers,

    Say “Sayonara” to Cost Centers,

    And say “How Do You Do” to Service Centers If you had the choice of taking a cab or an Uber, which would you choose? You probably opt for the vehicle where predictability comes first and no cash ever exchanges hands. Feeling lazy and strapped for time, but still want a home-cooked meal? With one-click,
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  • Joining things up = progress: a connection between Physics and DevOps?

    Joining things up = progress: a connection between Physics and DevOps?

    It sometimes seems IT is just one endless stream of brand new things; service management tempers that a little. Service is an old concept, one that has been delivering customer outcomes for centuries. New things are supposed to be better than old ones, seeing similarities to the past can help us avoid repeating mistakes and
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  • DevOps as part of the IT value cycle

    DevOps as part of the IT value cycle

    Extending the DevOps philosophy to benefit the whole IT value cycle In a previous piece ‘DevOps – the prequel and sequel’ I described how the 3 Ways of DevOps can be extended to provide a better context to DevOps. The 3 Ways, as described in the ‘must read’ book, The Phoenix Project refer to the
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  • DevOps – the prequel and sequel

    DevOps – the prequel and sequel

    Extending the DevOps philosophy to benefit the whole IT value chain Many people who have taken more than a brief look at DevOps will be familiar with the 3 Ways, as described in the ‘must read’ book, The Phoenix Project. These are the underpinning principles from which all DevOps patterns can be derived. They describe
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  • The Customer is (NOT) Always Right – The Customer Service Conundrum

    The Customer is (NOT) Always Right – The Customer Service Conundrum

    Popularized many years ago by those in the business of selling, the phrase “The customer is always right” continues to be a mantra for well-meaning businesses in myriad industries. It sounds good; after all, the premise is based on the desire to provide great customer service that will see the customer happy, to ensure they
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  • CSI – Buy One Get One

    CSI – Buy One Get One

    That’s right for unlimited time buy one CSI and you get a second free… (Yeah, I won’t give up my ITSM skills to be in sales anytime soon.) The reality is though, that for every CSI initiative you embark on, you get an additional benefit.  Every aspect of ITSM deals with two fundamental areas of
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LeaderBoard (970×90) Zarget – Session Replay