Download: The ITSM Software Review 2017

The ITSM Software Review 2017 is now published and available for download. There are not many reviews of ITSM software, and those that exist tend to deal in market maturity rather than actual use. They’re not supposed to be practical, Read More …

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 …