Tag Archives: IT service management

Are You Feeding and Caring for Your CSI Register?

Well, it’s been almost a year since my last blog on continual service improvement (CSI), and I really do hope you’ve already passed the getting started phase, but if not – it’s never too late. The very first step I talked about in that blog is writing down a list of what you would like […]

How DevOps Brings High Velocity to ITSM

“The harder I practice, the luckier I get.” – Gary Player, professional golfer At the core of DevOps is learning. And DevOps stands on the shoulders of many giants, with one of those giants being the Toyota Way from which DevOps borrows concepts such as Kata, which helps people, teams, and organizations to improve, adapt, […]

Service Level Agreements: A Whistle-Stop Tour

A service level agreement, commonly known as an SLA, is an agreement that outlines the expectations of both sides in a service provider-customer relationship. Importantly for service providers, it’s one of the most effective ways to manage customer expectations and, in turn, your relationship with the customer. Yet it’s not uncommon for IT professionals not […]