IT service build is not a factory

There is a widespread idea in IT that IT is a factory, repeatably turning out code which can be treated as identical products on some kind of optimisable production line. This is only true for parts of our IT world: e.g. standard requests, standard incidents and changes, bug fixes. It's usually not true of building IT services.

revisiting agile CSI

Lately I'm realising that my Tipu CSI method incorporated a lot of concepts being talked about these days :

What is the best ITIL service desk tool?

I'm surprised that folk can say "X is the best" when they have no idea of someone's requirements.

If you evaluate a tool based on features, you're doing it wrong.

The IT Skeptic's RealIT Radio

RealIT RadioAnnouncing RealIT Radio, a podcast series from the IT Skeptic.
RealIT Radio applies a cold fire-hose of reality to the overheated IT industry.

ITSM incident and problem: two names for three things

Debate around the definitions of Incident and Problem never seems to end.
Here's my take on the fundamental issue that fuels the endless arguments: we have two entities trying to do three jobs.

When a service breaks, we have to deal with three things in support:

How Operational Readiness should be done

I've written before about Dead Cat Syndrome and the importance of having a specific Operational Readiness function (i.e people). I saw this at a client site:

No we haven't passed the Turing Test

The New IT Age brigade will be all in a tizzy over the announcement that a computer has passed the Turing Test. We haven't, not really. We may have passed a silly little game, but we're not even close to an Artificial Intelligence that is indistinguishable from human.

If all I had was a hammer

Sometimes vendors need to pitch their tools as something less than the solution to all ills. Especially when it is a gadget.

The real Shadow IT is not about personal computing

There seems to be a wide-spread misapprehension that Shadow IT is exemplified by BYOD, that staff bringing their own personal devices is somehow making a big hole in IT's control of core information processing.

DevOps following in ITIL's footsteps

Listening to the DevOps world (I am immersing, or at least paddling) it sounds so exactly like the ITIL experience that I am literally laughing out loud:

Syndicate content