International Best Practice Blog
Given that one of the main principles behind the promotion of ITIL processes is that the IT service is there to support the business and all it is trying to do, then it's surprising that today, poor customer service still exists.
We congratulate our author, Jim Bolton, on achieving the prestigious 2018 Ron Muns Lifetime Achievement Award, by HDI. HDI's panel of judges selects the nominees and uses a range of criteria to evaluate their accomplishments in, and dedication to the technical support industry.
Charles Araujo is the founder of The Institute for Digital Transformation and a sought after keynote speaker having addressed over 10,000 business and IT leaders in 12 countries over the last several years. He is passionate about the power of technology to deliver competitive and transformational advantage to organizations and in the critical need to develop next generation "digital leaders" that can transform their organizations into Digital Enterprises.
In the IT universe, we have continuous integration, continuous testing, continuous delivery, continuous deployment and continuous service improvement, just to name a few. The overall intent is to automate as much as possible to reduce risk and, yes, bring continuous business value.
Helen Beal helps organizations to embrace DevOps philosophies to influence their IT culture and behaviours. Here, she explains what a DevOps future looks like, and where to start on your own DevOps journey.
In general, lessons learned are rarely actually learned. Research and general knowledge about what causes programme and project failure has abounded for years, yet the same things keep happening. So, what can we do to help?
As organizations mature, proactive problem management should become a major focus. It reduces reactive work, and reduces potential outages and their impact. Yet few organizations perform proactive activities, because they find it hard to quantify benefits. The perception is that it fixes potential outages, not 'real' ones.