Why IT user support can’t ignore the call of Agile, Kanban, Scrum, Sprint, and DevOps

Although Agile and its sister concepts major around development, and support is a production service, service strategists should still consider preparing IT Support for Agile Development. In recent times, IT management thinking has found itself in the middle of its Read More …

Managing Mixed Workloads with the RMAP Quadrant

The RMAP™ Quadrant is a tool for anticipating and managing mixed workloads. In a department providing both on-demand and scheduled output, staff resources must be committed to the entire workload, not just the noisiest, reactive element of it. Although RMAP Read More …

How to Modify ITIL to Accommodate DevOps

If an IT management idea could ever be said to be “exciting”, then perhaps DevOps is a strong candidate. But ITIL rules the roost. So how to Modify ITIL to accommodate DevOps and other elements of ‘Agile’ development? The basic Read More …