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Measure what matters

I don’t try to be controversial, but this whole metrics and SLA thing is problematic. To be blunt: so many…

Change Management is Not CAB

I’ve helped a lot of organizations improve their Change Management capability. When coming in from the outside, it’s important to…

Who said Best Practices are best for everyone?

I’ve seen several articles recently railing against the very idea of best practices. In this article, I’ll take a closer…
Making ITSM More Agile

Agile-izing ITSM, Part 2

If there’s one thing that describes successful organizations in our time, it’s “agility” – the ability to quickly detect and…
Agile izing ITSM

Agile-izing ITSM, Part 1

There’s no doubt about it; we’re in the Age of Agile. We’re kind of late into it, yet, I’m frequently…
Change Management

Is Change Management Obsolete… again?

Change Management has again returned to the headlines, though you may not have heard it that way. Two years ago…

“ITIL® is Insufficient”

Here we go again. Announced this week – Axelos – the company who owns ITIL is being sold to PeopleCert. Industry…

“Control” Offensive? I’m throwing the flag

There’s been a great deal of discussion recently about the phrase “Change Control” – especially  with ITIL® 4 switching from…

Change management in the age of DevOps

“IT is becoming more integrated into the business of organizations, and more integrated with the work of their staff and…