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In our quest for better technology, we forget that success is based on humans. Consider the following … Humans approve and implement changes, resolve incidents, validate the CMDB, fulfill requests, track hardware assets, ensure software entitlements match usage, and provide governance. Humans are also the ones impacted by all these process activities. In a world […]
I have noticed less and less talk about Release Management and Deployment Management over the years. I think part of the reason is it gets lumped into CI/CD. But, even CI/CD follows a Deployment process. Both, Release and Deployment, are important to get right. ITIL4 separates them into separate practices while the previous ITIL versions […]
The Facebook, Instagram, and WhatsApp outages were the topic of many conversations and LinkedIn posts yesterday. There are three takeaways from the outage that every organization should learn from: 1. Most outages are from a change. Being a global organization, there is no best time, but Monday is always the worst day. A few months […]
It is rarely the WHAT that stresses us out. It’s almost always the WHO. Control the WHO in your life. This simple principle is why many people leave organizations because of bad bosses and culture.
In every walk of life, there are force multipliers that help normal things become extra effective. In the world of technology, these are even more important. In technology, we should be focused on capabilities that exponentially help stakeholders create outcomes. Stated differently, the technology we provide should help users and consumers do their respective jobs […]
As a matter of practice, I love metrics and measuring how we are doing. It is great to put in an improvement initiative and see the results. Metrics and measures, though, should be objective. I remember the old quote, “statistics do not lie, just the people who use them.” This is true with our metrics, […]
One of the things rarely discussed in outsourced or multi-sourced environments, on either side of the table, is change. Most outsourcing/multi-sourcing contracts are for 5 years. Yet, the business needs change dramatically over two years, if not more frequently. Consider how much change we’ve had the past two years. Looking ahead, the rates of change […]
In this multi-sourced, multi-partner environment we are in today, we need to focus on outcomes. The contracts, SLAs, and every communication has to be focused on outcomes. The process must be identifying customer outcomes working backward toward the partners. When we see poor experience, both from the consumers and employee point-of-view, it is usually due […]
The ITIL4 concept of value co-creation is novel and practical as it means that both the service provider and service consumer contribute to the creation of value. As we think about this further, very few things are purchased without input from the consumer. When you have a house built, there is co-creation as each party […]
We are in a time when the basic fundamentals are overlooked and remain underappreciated. People are anxious about all that is going on. Companies are striving to show value via Digital Transformation. The focus is on innovation, not doing the current things better. In a time when executing well is overlooked and underappreciated, I want […]