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Idwell on Service Management

Starting and Scaling DevOps in the Enterprise: Get the Map to Guide You on Your Path

Recently, I had the pleasure of participating in Electric Cloud’s Continuous Discussions ( #c9d9) community podcast – discussing scaling Agile and DevOps in the enterprise. The topic is near and dear to my heart, as I’ve spent my entire career – at HP …

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Idwell on Service Management

How good is your company’s internal customer experience?

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To excel with customers, frontline employees need high-level service from core support functions. Société Générale’s group head of corporate resources and innovation explains how to achieve such symmetry. From Pocket http://ift.tt/2qWjLgV Tagged: customer service, itstrategizer, linkedin, McKinsey

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Idwell on Service Management

Product managers for the digital world

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The role of the product manager is expanding due to the growing importance of data in decision making, an increased customer and design focus, and the evolution of software-development methodologies. From Pocket http://ift.tt/2rU8vyS Tagged: itstrategizer, McKinsey, Service Management

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Digital Transformation Basics for ITSM Pros

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Digital transformation is one of the most important organizational topics right now. It promises to revolutionize the way that technology is used by businesses, opening new market sectors, improving customer experience, and helping organizations redefine the products and services they …

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Idwell on Service Management

IT-Wise, Business-Foolish? Time to Look at the Bigger Picture

The IT industry invests heavily in finding better ways to deliver IT services. Yet the business only realises value from IT services when they make effective use of the information that IT services provide. And this is often not the …

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Digital transformation is difficult, but is it enough?

Transforming a company’s culture, people, processes, tools and business models is a lengthy and complex task.  The benefits from digital transformation can take years to realise, and while a change programme is running, it’s a sure thing that our competitors aren’t standing …

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Idwell on Service Management

DevOps – A History Lesson

“DevOps has been done before – Mainframe Endevor stands for ENVironment for DEVelopers and OpeRations. From Pocket http://ift.tt/2r8NDHS Tagged: DevOps, ITChronicles, itstrategizer

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Idwell on Service Management

What does DevOps have to do with parenting?

DevOps is many things, and if you ask 10 people what DevOps means you will likely get 20 different answers. The Three Ways of flow, feedback, and continuous experimentation and learning are the principles that drive all values, philosophies, processes …

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Idwell on Service Management

Cloud Computing – Not “IF” but “WHEN?”

New research indicates that it is not a case of whether or not an organization will adopt cloud computing, it is a matter of when that will happen, if it has not already. From Pocket http://ift.tt/2pRyh5L Tagged: cloud computing, ITChronicles, …

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Announcing @OpsGenie to Exhibit at @CloudExpo New York | #Cloud #DevOps

The complex idea behind the term digital transformation is that technology has created a fundamental shift in how organizations operate. From Pocket http://ift.tt/2pe5M5e Tagged: Digital Transformation, itstrategizer, sys-con

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Idwell on Service Management

The Top 5 Things ITSMers Get Wrong about Cloud Migration

As an IT service management (ITSM) professional, which public cloud “camp” are you in: Cloud is great? Cloud is a disaster? Couldn’t care less about cloud? (Hopefully none of you are still at “what’s cloud?”) These and many other cloud …

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More than half of CIOs have lost confidence in Agile IT projects

Failed Agile IT projects are costing the UK £37bn a year, leaving many CIOs sceptical about the Agile methodology. From Pocket http://ift.tt/2pcUcbN Tagged: Agile, CIO

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The business case for DevOps automation

In the past I have written sceptically about automation http://ift.tt/2pSJsOV. I have learnt better now. The business case for automation can seem questionable when the work being automated is a small effort or seldom causes errors. From Pocket http://ift.tt/2pSy71u Tagged: …

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Announcing Gene Kim as Strategic Advisor, helping guide our Value Stream Integration Vision for DevOps

Ever since I started bumping into him at countless conferences, the learning from my meetings with Gene Kim just keeps accelerating. From Pocket http://ift.tt/2pDVjkK Tagged: DevOps, gene kim

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Six Mistakes to Avoid When Starting a Digital Transformation Project

Log in Don’t have an Account? Sign up now Don’t have an Account? Sign up now Don’t have an Account? Sign up now Would you like to link your Social account to eWEEK? We need just a little more information …

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From Architect to Operator: The Rise of Developers

Over the past five years, DevOps has transformed from a model for agile software development practices to the aspirational standard for functions across the IT spectrum. From Pocket http://ift.tt/2pEa5XH Tagged: DevOps, Devops.com, itstrategizer

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10 Tip for Getting Started with ITIL – Part 2

In Part 1 of this blog I offered five tips for getting started with ITIL, the IT service management (ITSM) best practice framework: establishing a formalized service desk, identifying root causes (problem management), managing changes, tracking software licenses, and starting …

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The End of Incident Management (as we know it!)

Can you imagine an ITSM world without Incident Management? While important, Incident Management (IM) is one of the most inefficient (and sometimes ineffective) ITSM processes. So much of the success (or failure) of IM depends on human interpretation. From Pocket …

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CIO doesn’t play chief digital officer role at GE

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By submitting your personal information, you agree that TechTarget and its partners may contact you regarding relevant content, products and special offers. From Pocket http://ift.tt/2r7T4Gf Tagged: chief digital officer, CIO, itstrategizer, techtarget

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When the customer experience starts at home

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To serve end customers better, begin with your employees. Charity, the saying goes, begins at home. So too does a superior customer experience. From Pocket http://ift.tt/2qWa2XW Tagged: customer service, itstrategizer, McKinsey

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How Business Relationship Management Could Help You Chase the Right Balls

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Yesterday I walked home through the park and watched someone throwing around a ball with his dog. Literally every time the guy first shaped to throw the ball, the dog ran off in the direction it expected the ball to …

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Cybersecurity and Responsibility in the Organization

Data breaches are frequently followed by executive turnover and, increasingly, class-action lawsuits. Should the CISO reporting structure be changed to improve cyber security and breach accountability? Data breaches and the costs associated with them are on the rise. From Pocket …

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Idwell on Service Management

The Andon cord and ITSM’s DevOps challenge

If enterprise IT organisations seek to understand and integrate DevOps, they need to be aware of some of the key influences on the movement’s culture, such its roots in Lean manufacturing. One famously visible feature of the Toyota Manufacturing System …

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Why you need an enterprise architect

What is an enterprise architect? As more enterprises tackle digital transformation and recognize the value of aligning their IT strategy, technology and processes with broader business goals, there’s a growing need for talented pros who can reduce complexity, establish solid …

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Why companies struggle to cultivate digital strategies

Companies cultivating digital strategies are struggling to facilitate transformations because most CIOs are simply not equipped to be digital leaders. From Pocket http://ift.tt/2pXd2iB Tagged: CIO.com, Digital Strategy, itstrategizer

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The working dead: IT jobs bound for extinction

Remember CD-ROMs? Rob Terry does. For a few years in the mid-1990s, he helped develop interactive discs for several companies, including InfoWorld’s sister publication PC World. From Pocket http://ift.tt/2qjFleW Tagged: infoworld, IT Management, itstrategizer, linkedin

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Six Ways CIOs Can Drive #DigitalTransformation | @DevOpsSummit #DevOps #Analytics

Growing a digital business is essential for virtually every enterprise across every industry. Large enterprises and small businesses alike are digitizing their internal and customer-facing processes and services to increase efficiency, scale their businesses, and collect meaningful data. From Pocket …

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How to Prepare for the Future of IT Asset Management

The Internet of Things revolution is fundamentally transforming businesses. The massive influx of IoT devices (all of which are basically computers) will save time and money and provide better value to customers, employees and other stakeholders. From Pocket http://ift.tt/2qYwlsT Tagged: …

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The Dark Secret at the Heart of AI

Last year, a strange self-driving car was released onto the quiet roads of Monmouth County, New Jersey. From Pocket http://ift.tt/2p1wr2R Tagged: Artificial Intelligence, deep learning, itstrategizer, robotics, technology review

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Idwell on Service Management

Top tips for finding the right cybersecurity products

Having trouble finding the right security products for your business? You’re not the only one. Today’s market is filled with hundreds of vendors and plenty of marketing hype. From Pocket http://ift.tt/2pNUJA5 Tagged: CIO.com, Security

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On digital transformation, ITSM, and DevOps. Oh, and pizza.

In March 2017, a story circulated on social media, comparing the investment performance of two companies: Apple and Dominos Pizza. The article revealed that an investment in Apple stock in 2009 would have yielded a healthy 370% return by 2017. …

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The Challenges of Digital Experience Monitoring

One of the great ironies of DevOps is that the better you are, the less likely it becomes that anyone will ever see your best work. From Pocket http://ift.tt/2q3Ja8P Tagged: Devops.com

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Where Next for IoT – Sentient Tools and Cognition or Predictive Computing

The Internet of Things  has pushed its way on to the world stage with incredible speed. This topic is now on the minds of enterprise and individuals alike, and that is only going to increase in the future according to a …

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DevOps Enterprise Summit London Speakers Share Valuable Lessons and Patterns That Led to Success

DevOps Enterprise Summit London 2017 (DOES17) speakers recently shared challenges and advice they have faced along their DevOps journeys. From Pocket http://ift.tt/2p5akIo Tagged: DevOps, itrevolution, itstrategizer

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BMC eBook: Peer Into the Bright Future on the Service Desk Horizon

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In the new eBook by BMC. “Into the Bright Future on the Service Desk Horizon” several experts on Service Management were asked to give their opinion on the future of service desks. And I am one of them. For me …

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The Big Opportunity for Chatbots in IT Support

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You currently can’t escape all the talk of bots and, in particular, chatbots – computer programs that conduct conversations (with humans) via auditory or textual methods. From Pocket http://ift.tt/2qtk2nV Tagged: chatbot, ITChronicles, itstrategizer, Service Management

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Top Resources for Leveraging DevOps Best Practices and Patterns

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As enterprise leaders find success in DevOps, more information is available in the marketplace. While new resources and advice are released all the time, the market has become a bit saturated with information. From Pocket http://ift.tt/2qgVTFY Tagged: itrevolution, itstrategizer

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Employee Experience is The Only Metric You Need

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Our company HappySignals was founded on the realization that IT service management (ITSM) teams are still measuring service quality in process metrics by way of service level agreements (SLA). From Pocket http://ift.tt/2q5Xr5j Tagged: ITChronicles, ITSM Tools, itstrategizer, Service Management

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Reinventing How Teams Deliver Software as Products for the Digital World

Are you still using the same way for your lean IT team to deliver digital experiences?   And will you be ready when three-quarters of digital business leaders pivoted from project to product portfolio management by 2020, and the product model …

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Setting the Stage for Digital Transformation

Being customer-centric in a digital world requires not a plan but a process. Digital technology has transformed business by rapidly eroding any and all barriers – physical, institutional or temporal – between customers and the satisfaction of their needs and …

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Why Google’s CEO Is Excited About Automating Artificial Intelligence

Machine-learning experts are in short supply as companies in many industries rush to take advantage of recent strides in the power of artificial intelligence. From Pocket http://ift.tt/2rfYzTR Tagged: itstrategizer, robotics, technology review

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The ‘cobots’ are coming. Is your IT team ready?

At Creating Revolutions, an employee affectionately nicknamed “Manuel Noriega” assembles the tiny components of a customer service paging device. Unlike other employees of the startup, Manuel works for hours, day in and day out, without bathroom breaks or healthcare benefits. …

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In this era of rapid digital transformation, enterprise-wide ERP process automation matters more than ever. Here’s why

The car you drive, the food you eat, the clothes you wear and the phone calls you make are all touched by an enterprise resource planning (ERP) system. Whether it’s Oracle, SAP or another supplier, the ERP software and processes …

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License compliance a headache? Cloud could make it worse.

As IT and procurement communities are being surrounded by an army of SaaS, PaaS and IaaS sales teams, a potentially dangerous sentiment has grown that by shifting apps elsewhere and/or by paying subscription instead of owning perpetual licenses, the license …

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Service Introduction: The Critical Link Between IT Projects and Service Delivery

Have you ever experienced an IT project landing into production where IT support and business users are surprised (and most likely unhappy)? Someone forgot to tell them about it? The support documents were not in place when you needed them? …

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The Dark Secret at the Heart of AI

Last year, a strange self-driving car was released onto the quiet roads of Monmouth County, New Jersey. From Pocket http://ift.tt/2p1wr2R Tagged: Artificial Intelligence, deep learning, technology review

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Roundtable: digital workplace transformation

We were recently invited by integrator AVMI to chair a panel discussion on driving digital transformation in the workplace, Paddy Baker reports on the key points. From Pocket http://ift.tt/2pgypfl Tagged: Digital Transformation

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ITIL/ISO 20000 IT Service Continuity Plan – What is it?

Most of the mid-size and large companies I work with have financial planning. From Pocket http://ift.tt/2qEN5Gi Tagged: advisera, ISO20000, ITIL

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Mainframe DevOps needs Integrated Agile Lifecycle Management

The interest for DevOps is rapidly increasing among our Mainframe customers, as a means of speeding up development and helping drive their Digital Transformation. Yet, many companies try to adopt Agile with 25+ year old source code management (SCM). From …

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Mayor of London seeks chief digital officer

The Mayor of London, Sadiq Khan, has launched a search to find the city’s first-ever chief digital officer (CDO), who will oversee the digital transformation of public services across London and act as an advocate for the capital’s burgeoning technology …

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