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The Future of IT Service Delivery

Don’t worry, it’s not another predictions post. The Innovating IT Service conference will be held in Melbourne on the 11-12 March. Gene Kim is keynoting, so of course, I’m going to be there. I was at the hotel bar, suffering oversupply-of-quality-sessions burnout at Knowledge12, at exactly the same time as the only other opportunity I’ve had to see Gene present. I will forever berate myself.

With Gene Kim presenting, there is a cohort of DevOps-oriented presentations on the bill, including an opening keynote by Nigel Dalton of REA Group, who wants to warn us that DevOps may break the business. We’ll also hear from Ed Cortis of BankWest discussing IT agility and resiliency; and there’ll be lots of talk around lean, continuous delivery and the transformation of legacy services.

What I like most about this upcoming conference are the built-in knowledge sharing and round table sessions driven by conversations delegates want …

Introducing, new online training

 

Just in time for your new year training budgets, Knowledge Bird has partnered with Klever to bring you a fast and affordable course covering the fundamentals of knowledge sharing.
Share more—achieve a lot more
Become more effective with the people and technology you already have by using effective knowledge-sharing practices.

This is a self-paced, ~30-minute course, where you’ll learn fundamental skills on how to make searching, rating, updating, creating, and improving knowledge part of your everyday work habits.

Increase productivity and enable new team members to get up to speed more quickly.

But that’s not all. You’ll also find a selection of requirements-writing courses, because we all know how hard that can be. Click here for more details and contact me if you’d like to arrange some bulk pricing.

Happy holidays!

 

LEADit 14: Quicker, simpler, seamless

I’ve tried to capture the most distinct themes that emerged at this year’s Australian national conference for the itSMF in the title. As I predicted last year, our local industry did contract, but not in the way I expected. This year, we had one of our respected consulting firms go into liquidation, and another one acquire a ServiceNow partner. Best practices, frameworks, methodologies and vendors serving the IT service management industry continue to proliferate despite the bad juju of a quiet couple of years on the consulting front.

Just in case you haven’t noticed already, Agile is still at the top of the hype curve. We had more sessions devoted to the popular methodology than we’ve ever had. People want to move on from ITIL’s perceived bureaucracy and move more quickly. Axelos are doing their best to improve the reputation of best practice, but I think ITIL is sorely needing …

User-Centric IT: What it means to me and why I give a crap

Let me level with you—great customer service doesn’t motivate me. Yes, I am a customer from time to time, but I really just want to transact and get the hell on with my day. Recently, a group of enterprise software providers formed a coalition with the goal of shifting the design of enterprise IT services to the user, rather than forcing the user (or the customer, or the employee, or whichever moniker you prefer) to adapt to the constraints thrust upon them.
I’ve worked in enterprise IT for 13 years and I’ve used lots of systems. Working in technical support and in network operations, I had 99 problems and the software I was trying to use every day to do my job shouldn’t have been one of them. Why shouldn’t I have nice looking software when I’m in the office? Why can’t I be offered the kind of user-experience of …

The Continual Service of Knowledge

It’s not often that anyone would bother to review a white paper. After all, a white paper is usually free (perhaps in exchange for your email address) and not that much of an investment in time to read. A white paper has come along that I really must point out to you, though. If you’re interested in improving your IT services, this particular one is valuable, and you don’t even have to pay with your contact info.

I’ve long believed that the parents of ITIL® and Knowledge Centred Support (KCS), (AXELOS and the Consortium for Service Innovation, respectively), should join forces in some meaningful way. This white paper looks like being a kind of first step. Though, I don’t know what might come after. AXELOS and HDI have come together to release Synergies between ITIL® and Knowledge-Centered Support (KCS℠). Written by Roy Atkinson, John Custy, and Rick Joslin, the paper …

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 objective opinion as an independent consultant.

A couple of weeks ago Crystal Taggart released a short guidebook to the Amazon Kindle store. This isn’t the first guidebook she’s released; there’s also a Quick Start Guide to using Axure 7 for rapid prototyping and 10 Secrets for Launching a Software Startup. Crystal describes herself as a technologist and entrepreneur who specialises in creating and implementing solutions that solve business problems. Her most recent book, a Zendesk Quickstart Guide is a step-by-step guide to mapping ITIL processes quickly and easily.

It’s no secret I’ve always liked Zendesk for how it looks, but …

Pink14: was it worth it?

I’ve heard more than once that the Pink Elephant conference was something to behold. And if I was only to go once in my lifetime, I wanted it to be this year with Canadian astronaut, Commander Hadfield, as the keynote. So, I ponied up with the outrageous fees that IT conferences can command and I’ve been asked, “was it worth it?”

As a fee-paying delegate, (rather than being there on a speaker ticket), my plan of attack was much different. With so many tracks and no lunch breaks, one really does need to have a plan of attack. I couldn’t just stroll around and visit what took my fancy at the time. I had my book and my highlighter and I had the four days mapped out. It came a little unstuck on day 3, but let’s not talk about that.

I can’t rattle off a few gems without first giving …

Document management that doesn’t suck

 

Props to @MylesCarrick for the title. He sparked a conversation on twitter this week with that sentiment. So, I’m wondering what you look for in a document management system.

Here’s a few things I can think of:

1. Some sort of built-in, configurable governance for file naming convention—A lot of the problem I have with document management systems is that people still name things randomly and folders are often filled with unrelated, random contents. Some guidance for naming convention that didn’t rely on verbal reinforcement would be ideal.

2. Files and folders default to public. Explicit exclusion for folders/files that must be private—One of the challenges of knowledge management is that, as an organisation, we don’t know what we know. Transparent file storage allows for discoverability when we’re searching for something. The current sharing models require us to explicitly ALLOW access, rather than explicitly DENY.

3. Semantic clustering and recommendation engines—Related to 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 recommended reads for knowledge management.

Weinberger, co-author of the international bestseller The Cluetrain Manifesto,  has an easy-to-read conversational style. In Everything is Miscellaneous, he lays out humankind’s fixation for heirarchy across history. “ur knowledge of the world has assumed the shape of a tree because that knowledge has been shackled to the physical.”

From Aristotle to Apple and Amazon, the way we work with information and knowledge has changed. Apple freed our music libraries so we could order our music how we wanted. Amazon clusters books in as many ways as we can so that we may …

Service integration and knowledge management

It became pretty clear in 2013 that the service integration wave was building up. It was discussed at the conferences and it’s been covered in blogs. As more IT managers fold the point-solutions of today in with traditional vendors and legacy systems, it’s more balls in the air while you maintain happy user and customer relationships, design cohesive SLAs, and ensure you don’t underestimate your total cost of ownership, amongst a myriad of other things.

And what of the contribution of knowledge management? Your records of the who and how of escalation become more important when there’s more than one place to go—and that might be dependent on the system or the time of day or any other factor. Your goal with your users, of course, is to hide the stitches, and they don’t care who the various service providers are. They only care that the services are working as …