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Culture Hack Required!

The risk is below the water and we are headed right towards it. Organizational Transformations, Business Transformations and IT Transformations are all at their very core really CULTURE Transformations! 

Ok friends, I’ve loaded this one up. For a deeper dive into some of the topics addressed in this blog, be sure to click on the embedded­­ links provided.

Culture must be considered to Drive Stakeholder Value - This is POWERFUL!

Think about how a culture shift enables the following:
Mapping the customer journey with all touchpoints and interactions. You can potentially map the customer journey and map the stakeholder’s roles and responsibilities brilliantly, but what about the cultural shift to enable these stakeholders? Without it we will likely fall short of our goals.If we have any hope of converting demand into value via IT-enabled services – culture is key! Properly designing XLAs, SLAs and meaningful measurement models.  Without culture, the risk is high that even if you have a…
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Virtual Classrooms WORK for YOU - the LEARNER!

Considering an Instructor-Led Virtual Classroom for your next class? 
Online Instructor-Led Virtual Classrooms allow YOU the learner to immerse in material that is presented in a fun, practical manner. Try it! I promise you won’t be disappointed. 

Virtual Classrooms are available for Certification and Non-Certification courses including:
Agile Service ManagementDevOpsITILCX and XLA TrainingValue Stream Mapping (VSM)
This is NOT a Webinar! This is NOT an e-learning self-paced computerized course. 
You are not on your own!
Instructor-Led Virtual Classrooms Allow YOU to
Learn online with a live experienced instructor.Interact in group discussions and activities with others in the class.Engage your instructor with ongoing Q and A throughout.Listen to or share real-world examples.Participate in analyzing sample exam questions with the instructor. Collaborate with chat, open mic, polls, and other interactive tools – VOIP or phone! Learn from; review sessions, videos, workbook activities, stud…

Experience Level Agreements & Surveillance Capitalism

Written for by John Worthington, Director of Customer Success at eG Innovations

Experience Level Agreements & Surveillance Capitalism
Does the Customer Really Come First?

On Sundays, I try to relax and not think too much about business, but I almost always fail to do so--- Monday’s right around the corner and it’s impossible not to begin thinking about the week ahead...

As it happens today I read an article in the NY Times and was immediately drawn to work. Being focused on the digital user experience and recently completing ITSM Academy’s The Essence of eXperience (XLA) Certification(see my review here), I found this article unsettling to say the least.

Don’t get me wrong, managing the customer experience is definitely key to survival in the digital age, but it’s not a big jump from managing the experience to managing the customer.
“These data flows empty into surveillance capitalists’ computational factories, called ‘artificial intelligence’, where they are manufactured i…

Why We Must Transcend Silos

Survival - For a service provider to survive in today’s fast-paced delivery environment they will likely need to move away from old ways of doing things. We hear things like; "Terms matter", "Shift your thinking!" or "Shift the focus!" and "CHANGE the CULTURE!".  It is becoming more evident than ever that our organizational structure including silos could be an impediment.

Structure – An organization’s structure impacts how work gets done. Structure influences the actual product and service architecture. Some organizational structures even have siloed within silos. 
Structure matters. Silos can fracture the velocity of delivery and the quality of what is delivered. We can transcend silos! ITIL 4 Foundation or the new DevOps Leader certification classes are a good place to start learning new and better ways for the conversion of demand to value for service providers.

Considerations for Transcending Silos
Measurement – High performing IT organiz…

SRE Is the Most Innovative Approach to ITSM Since ITIL

Originally published on, written by Jayne Groll, CEO of DevOps Institute

For over a decade, ITIL has been the leading ITSM framework adopted by enterprises across the globe. So, what is driving a rapidly increasing interest in Site Reliability Engineering (SRE) as a service management alternative?

In its own words, Google refers to SRE as its approach to service management: “The SRE team is responsible for the availability, latency, performance, efficiency, change management, monitoring, emergency response and capacity planning.”

In traditional ITSM terms, the role of the SRE is responsible for service level, change, availability, event, incident, problem, capacity, performance, infrastructure and platform management. While the operational practice areas may be similar, there are significant differences in how the practices are approached.
ITIL4 Framework Compared to SRE

Released in 2019, the newest update to ITIL4 remains a complex governance model with four dimensions, seven g…

Up YOUR Game – Become a Certified Process Design Engineer!

I find that there are many people that do not understand WHAT a Certified Process Design Engineer (CPDE) really is (be sure to scroll down on the page and then download the free whitepaper for surprising details). The CPDE role is likely much broader and deeper than you might think!

Time and Money?! Yes, but not at the expense of quality and stability! 
The role of a Certified Process Design Engineer is a critical skill set for all IT service providers. There are many frameworks and standards that define practices and methods for achieving success; ITIL 4, Agile, Lean, DevOps, COBIT, ISO, and Site Reliability Engineering (SRE) are only a few. My point is that while each describes processes and controls (what to do), they don’t provide clear, step-by-step methods and techniques for designing, reengineering and improving processes (how to do it). 
A Certified Process Design Engineer equips managers and staff at all levels to lead the organization to do the “right” things but also leads…

ITIL 4 – Decoupling Deployment from Release Management Practice

ITIL 4 is an evolution of ITIL V3. Before we start talking about specific processes or practices, it is important to stress that the focus has shifted. ITIL 4 gives us a fresh perspective to service management and emphasizes the customer user experience, the approach to the overall service value system, the service value chain and value streams, and much more. 
Download the What is ITIL 4 document from the ITSM Academy Resource Center and be sure to read past the first few pages for more information on the new perspective that drives modern service management. The emphasis is on value from the customer user experience and integrated holistic approach. That does not mean that the processes are going away. Today we refer to a process as a "practice". Practices are broader in scope than processes and include all 4 dimensions/resources including the process. Two processes or “practices” that have been decoupled in ITIL 4 are the Deployment Management practice and the Relea…