bright ideas

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cloud, technology and beyond

A Service Catalogue is your first step on the journey to DevOps

Service Management, DevOps

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11 Feb 2016

Looking back at last year it is encouraging to see the New Zealand IT community starting to understand and appreciate the value proposition of DevOps. As such, we are now seeing organisations taking the next steps and grappling with what DevOps means, not only to their internal teams, but also more importantly to their end users.

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Containerising project delivery - the DevOps way

Service Management, DevOps

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05 Nov 2015

Traditionally IT departments have had two primary purposes, the first was to ‘keep the lights on’ and the second was to provide capability to deliver technology changes. In this new era however these two purposes are morphing together where ‘keeping the lights on’ teams are needing to closely integrate with the teams managing the technology changes.

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Two-speed DevOps - a powerful new approach

As I've been considering the role Service Management will play in the future of IT, I've been doing a lot of reading around DevOps in an effort to understand how adopting DevOps can significantly improve IT delivery. While DevOps core adoption is typically around web applications, it can also be used to improve the delivery experience on existing 'monolithic' legacy applications.

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The Age of Shadow IT

Service Management

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19 Aug 2015

 

Software as a Service (SaaS) apps have risen rapidly over the last several years and the "Shadow IT" phenomenon has turned out to be a bigger issue than many companies have realised.

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5 habits of highly effective service desk managers

Service Management

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22 Jul 2015

This blog is based on the eBook by Phil Gerbyshak. Click here for access to the full guide.

As we are now halfway through 2015 and you have your team focused on service management best practices, now is the time to start looking inward and focusing on your own skills and capabilities. This is a good opportunity to think about how you can be a highly effective manager, to ensure you and your team are on track to hit your targets.

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9 tips for rapid service management deployment

Service Management

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20 May 2015

Why do Service Management software implementations take months or even years to be completed? Is it complexity? Is it the approach taken?

Here are some horror stories I heard at the recent itSMFnz Conference:

  1. An accounting firm selects a service management software vendor but is unable to find an implementation partner. They have to hire a contractor for a year to get it up and running.
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The path to remarkable customer experiences

The trouble with Service Providers is just that - they have to provide services! If they do not have a suitable service for your customers, well that is just too bad. But is that really good enough?

The business will of course typically get the service they want anyway, raising the spectre of shadow IT. Business leaders are looking at cloud based apps and thinking "wow, we could do more or save more if we had this or that app". Some go right ahead and download without even thinking about it. However, it should be understood that these are not deliberate anti-IT actions.

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