technology

It seems to me that new technologies such as cloud, social media, or mobile personal computing, are seen as much more transformational by some of us in IT. I suspect that is because of our industry's fixation with technology at the cost of people and process.

So there we all were brow-beating this poor guy on LinkedIn because he asked what other Remedy options he should buy [without much idea of any business requirement]. I too put the boot in, but on reflection I realised we were all being sanctimonious and patronising.

There are a few ITSM processes that almost certainly end up needing an underpinning technology.

Vendors sell technology (hardware and software) as silver bullets for business problems. Take a look at this fabulous case study from McKinsey Quarterly. Reading between the lines it seems to me the vendor's pitch was cobblers. The fancy aspects of the technology delivered nothing. The real gains came from process and culture change. When will IT folk ever lose our fixation on technical answers to non-technical problems? And when will the vendors ever step up and start delivering true solutions instead of boxes of crap?

There appears to be more vendors certifying their products against more processes on PinkVerify than the OGC scheme. Why is that? What can OGC learn from Pink about making it easier for vendors? or does it show that PinkVerify is too easy? Does it matter?

I hate technology. Really. I work with it every day, but I feel about it the same way that sanitation workers feel about their medium (or the way I HOPE they feel about it). I use technology when I have to, to do what I want to do. But I hate it. And it knows it and it hates me back. Take for example the weekend's outage on this blog.

The IT Skeptic's favourite quote of the month:
"People change slowly, so don't expect technology to alter the way business is run."
The Future is About Information, Not Tech

My paraphrase: people change process and process changes technology, not the other way around.

Vendors are making a fuss about their Root Cause Analysis (RCA) features in their tools. People Process Things once again: who says Root Cause is in the technology?

The IT Skeptic’s little brother is so excited by the iPhone he wrote an article about it.

A lovely example of the "Someone screwed up. What are you going to buy to fix it?" mentality that plagues this industry:

A recent article raises the interesting question of why there are far more Service Support tools than Service Delivery tools. The IT Skeptic knows why. The underlying assumption of the article that I would skeptically challenge is that there is a role for Service Delivery tools.

Here is an article that raises the interesting question why there are far more Service Support tools than Service Delivery tools.