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If there’s one thing that describes successful organizations in our time, it’s “agility” – the ability to quickly detect and rapidly act on change in ways beneficial to the organization.  For its part, IT has had agile intentions for some time, but it still eludes many, and how to agile-ize ITSM remains a common challenge …

There’s no doubt about it; we’re in the Age of Agile. We’re kind of late into it, yet, I’m frequently asked how we can ‘agilize our ITSM.’ Why isn’t ITSM agile? ITSM has taken a beating in the Age of Agile; stood up as a bit of straw man; the slow and bureaucratic nemesis of …

Change Management has again returned to the headlines, though you may not have heard it that way. Two years ago in Change Management in the age of DevOps, I wrote about the profound business impact of failed changes when Facebook and Target both had significant change-related outages. Financial markets reacted immediately, with significant financial impact …

Here we go again. Announced this week – Axelos – the company who owns ITIL is being sold to PeopleCert. Industry response varied greatly, but nearly eclipsed another significant announcement.  IT Revolution quietly published A Framework for Incident Response. How these two relate and what it means is the subject of much industry chatter presently. The words of …

There’s been a great deal of discussion recently about the phrase “Change Control” – especially  with ITIL4 switching from Change Management to Change Control in the initial release of the foundation book. I wrote about it in What’s with Change Control in ITIL4. But shortly thereafter, it somewhat unceremoniously changed to Change Enablement. Akshay Anand …

“IT is becoming more integrated into the business of organizations, and more integrated with the work of their staff and customers. As a result, the pace and frequency of change – changing requirements and IT service changes to address the requirements – is increasing. We are also in a period of rapidly changing technology. At …

IT has been calling Change Management by that name for decades. In the latest update to the de facto ITSM framework – ITIL®, the practice has unceremoniously been renamed to Change Control. A move that some feel hearkens back to the worst elements of bureaucratic, command-and-control that many attribute to ITIL to this day. Nothing …

Everyone knows a Configuration Management Database ( CMDB ) is a good idea. We’ve known that for years. And yet, in many years of ITSM practice, I’ve rarely seen a good one.  CMDB and Change Management There’s a big difference between the ability to automatically scan for devices and a functional CMDB (or the broader …