How hard can it be?

An analogy for our IT reality:

What's so hard about building a road?
Here's a fun Twitter conversation:

Two kinds of DevOps: horses don't grow horns

© Copyright canstockphoto.comThe DevOps principles apply to horses and unicorns, but we act on them in different ways, even for different goals.

Real IT is at three levels: governance, management and execution

There are three levels to IT: governance, management and execution. Only the execution layer can be decentralised or outsourced.

ITSM analogies

Many of the misconceptions about ITSM spring from the god-awful analogies we use. Restaurants, utilities, consumer electronics... none of them bear any resemblance to the realities of Real IT.

Real IT: the RealIT of information technology

There is a term I have been using lately that I'd like to define - and claim :) Real IT. "RealIT" (reality, get it?) is the application of information and its technology to the functioning of an organisation. I.e. never mind the businesses that sell shiny tech things or that manage other peoples information, or all the other specialist tech businesses we are so captivated and distracted by. Real IT is about using IT to execute an organisation's mission.

Improving service support for Real IT

I think all ITSM practitioners know exactly what idealised service support looks like. It's all well and good painting these idealised dream pictures. The value comes in describing how to get there. There are certain obstacles:

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