ITSM Professor

What is an ITIL Expert? 
An evangelist? A champion? A coach?
D.All of the Above. 
Holding the ITIL Expert designation (or being an expert in ITIL) means that an individual has a broad and balanced understanding of ITIL concepts and is able to effectively apply and integrate that knowledge to the benefit of an organization.
So, what happens when ITIL evolves? ITIL 4 has been introduced and now it’s time for ITIL Experts to evolve their knowledge as well. But that doesn’t mean simply expanding their knowledge of ITIL.

ITIL 4 provides the guidance organizations need to address changing service management challenges and to utilize the potential of modern technology. This includes integrating Agile, Lean and DevOps concepts and understanding how these concepts influence new ways of thinking and working. So how do we bring these concepts together?
Agile Service Management describes how to adapt Agile and Scrum values and practices to ITSM process design and improvement activities ITSM for DevO…

Testing starts with the first line of code!It is NOT a downstream activity. DevOps testing has a critical role to play in a Continuous Delivery Pipeline. Without integrated testing DevOps simply will not work!With the advent of DevOps and the movement to breakdown silosbetween developers, QA, security, and operations, it becomes critically important that all members of an IT team - regardless of what tools they use, or role they play - understand the essentials of testing.
Every member of your development team should also integrate to ensure Compliance and Audit outcomes!It is a new world.In this new world we can leverage from existing but must be open to walking through new doors of opportunity.
Understanding traditional test strategies is helpful but when and where, and most importantly how we proceed with our test strategy must shift.Knowing how to code is not enough, Quality Assurance in and of itself is not enough. We cannot afford to have our products and services fail and we cer…

Continuous Delivery Architects are engaged in the design, implementation, and management of DevOps deployment pipelines. This infers the inclusion of all tools and tech to support Continuous Integration, Continuous Delivery, Continuous Testing and even Continuous Deployment. 
Subjective viewpoints and misunderstandings of what is involved and how to orchestrate a pipeline can lead an entire organization in the wrong direction. Every “Continuous Delivery Architect” should consider formal education and certification to ensure that they do not proceed in error.
I see in practice that the emphasis is on the tooling and although that is a key element, even more, critical is the process flow are the API’s and the inclusion of practices to ensure things like security, compliance, and resilience are built into the orchestrated an automated pipeline. Let us not forget the importance of CULTURE and the role that plays.
There are three primary ingredients for continuous delivery:
Automated c…

The Practice
Site Reliability Engineering (SRE) is a discipline that incorporates aspects of software engineering and applies that to operations with the goal of creating ultra-scalable and highly reliable software systems.

It is an Explosion! - ITSM Academy will be offering DevOps Institute's SRE Foundation in 2020.  More to that coming soon.

If you have taken any classes including ITIL4, DevOps, Agile, or Lean, you have probably heard how critical Site Reliability Engineering (SRE) is to the Value Streams and Pipelines that deliver products and services to this world. New concepts like understanding “Error Budgets” and the creation of anti-fragile environments are explored.

You only need to visit one of the job sites and do a search on “Site Reliability Engineering” to see that there is a huge uplift in demand for Site Reliability Engineers. Try it!

The Role
As a Site Reliability Engineer, you'll build solutions to enhance availability, performance, and stability for the r…

That is not a typo! Alan Nance of CitrusCollab recently spoke about The Anatomy of an XLA in an ITSM Academy webinar.I learned that the days of SLAs are behind us and the future lies with digital experience and eXperience Level Agreements (XLA’s). 

If this is the first time you have heard of XLAs then this is a sticky-note moment.

By that I mean; find a sticky note, write down today's date.Now write down XLA.Remember that this is the day that you heard it and you heard it here! 

XLAs are the foundation of a fresh and optimistic approach to managing the business of technology. Research for yourself and staff members. Learn and explore more about XLA’s!

A little history: “Service Management exists to guarantee a valuable experience to customers and colleagues. Despite years of implementing best practices, the reputation of most technology departments is below par in the eyes of business leaders. Consider that 90% of CEOs feel they aren’t meeting their customer needs. 85% of CEOs don’t th…

As leaders, we need to understand the people that we are leading.It is critical to understand that this is a new world and if we are to lead the global enterprise into a successful future, we need to understand strategic, tactical and operational objectives of our organization and also that we must have a passion for learning.
“A Dash of Neuroscience“ is one of many topics introduced by the DevOps Institute for the new updated DevOpsLeader course.This information is taken from that course and is just a smattering of what you will learn as you prepare for your certification. Learn how to optimize speed to value as a DevOps Leader.
Live in a perpetual world of learning Many people feel their brains limit their potential and prevent them from learning.However, learning can change our brains in terms of function, connectivity, and structure.Our brain shapes our learning but learning shapes our brain, and research has shown that simply knowing about brain plasticity can improve the self-conc…