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Dear ITIL, it doesn’t have to be complicated

Disclaimer: Most of my readers will know that I’m affiliated with Zendesk. Zendesk do pay me for content and consulting on ITSM and knowledge management stuff. This book review I’m about to do, which covers mapping Zendesk functionality to ITIL processes, has not been commissioned by Zendesk, nor endorsed by them. It is my …

The book that changed my mind

I’ve talked about my preference for ordered taxonomies before. In another article, I even claimed that folksonomies weren’t scalable. Everything is Miscellaneous: The power of the new digital disorder, by David Weinberger may have just changed my mind. Published in 2007, the book isn’t new, but I came across it on a list of …

Book Review: The Phoenix Project

Late last year I was lucky enough to get an early preview of The Phoenix Project: A Novel About IT, DevOps, and Helping Your Business Win. Written by what seems to be the holy trinity of the DevOps movement—Gene Kim, Kevin Behr and George Spafford—the book has only recently been released and is already …