Tag Archives: IT service management

How to Use Kaizen to Drive Service Improvements (Part 2)

Many IT organizations will admit to the fact that they could be somewhat better at getting better, i.e. better at improving operations and services. My previous blog introduced the concept of Kaizen as a philosophy and approach that aids continuous service improvement (CSI). This time around I want to get more practical, talk about the HOWS: […]

How to Use Kaizen to Drive Service Improvements (Part 1)

“Kaizen” might sound like a breakfast roll but don’t be fooled – it’s a philosophy and approach that aids continuous service improvement (CSI). Working in IT is hectic. We have requests to fulfill, changes to make, incidents to fix. Sometimes we’re so overwhelmed with “the day job” that the thought of CSI seems too daunting. […]

The 7 Habits of Highly Effective Release Managers

Aha, the highly-effective series continues. Release management is often a misunderstood process, or capability, with the dividing line between it and change management often blurred. Let’s try to clear the blurriness in this blog. Release management is the process that deals with major deployments, aka “the complicated stuff,” and its scope extends to hardware, software, […]

5 Awkward Questions for the Production-End of the DevOps Pipeline

DevOps isn’t just about development, the creation of new code and capabilities, there’s also the need to release to the production environment in a way that’s both swift and “safe” – protecting business operations in line with the organization’s appetite for risk. Much has been said and written about the left-to-right DevOps pipeline, most of […]

Enterprise Service Management 101: My Next 5 Tips for Getting Started

Following on from my previous enterprise service management blog, here’s more tips on how to get started. As a quick recap, part 1 offered advice on how to: (1) self-assess, (2) look for quick improvement opportunities in other lines of business, and (3) plan effectively. I’ll continue with another five “getting started” tips: