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Charity Majors
I still don't know what ITSM means, but I love this piece on how complexity is slowly changing everything about how we computer. ✨🍒 thanks 🦄☺️🌷
“Distributed systems have an infinite list of almost impossible failure scenarios”
Medium Medium @Medium
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Idiot Tedd Apr 10
Replying to @mipsytipsy @JonHall_
I had to google ITSM 🤷🏼‍♂️
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dc Apr 11
Replying to @mipsytipsy @JonHall_
IT Service Mgmt. What I have to live with 🤦‍♀️🤦‍♀️🤦‍♀️
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Jon Hall Apr 11
Replying to @d13cc5s @mipsytipsy
I'd like to offer up this at this point: I'm a vocal reformer in the camp, but I do frequently see situations, particularly in enterprises, where established ITSM functions have a lot to offer devops teams. Focusing them on that value can be hard, though
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Something Obvious⚛ Apr 11
Replying to @mipsytipsy @JonHall_
There are this who are still trying to formalize the work we do with rule based semantics and there are those whose process changes more frequently than the speed of process documentation
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Rob England Apr 11
ITSM isn't about formalising work with process documentation, but it sure empowers those who want it to be that. It's a valuable body of knowledge about what work needs to be done in IT to deliver a service. People like Jon, the SNAFU catchers, and others are transforming it.
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Something Obvious⚛ Apr 11
Yeah my comment was too long to be clever. I should have just said “use Service Now.” :)
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Charity Majors Apr 12
Replying to @d13cc5s @JonHall_
🙏 bless you child
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Jon Hall Apr 12
Replying to @mipsytipsy @d13cc5s
As I said in that blog I linked, the 'S' in ITSM stands for "service", not "process". I think that frequently was forgotten over the years
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Gil Blinov Apr 12
So are we looking at a pivotal moment for the industry here? Combining and (which is natural) in order to overthrow the pencil pushing beaureaucratic overlords? 😜
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Kaimar Karu Apr 12
Replying to @mipsytipsy @JonHall_
You know the purple-cover book you received in mail a few years back, in place of a parcel with whisky that would have been much more appreciated - that's what ITSM should be. Often, it isn't.
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Charles T. Betz Apr 12
Customer focus is a key part of product management, which IMHO offers a more robust set of tools and practices.
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Jon Hall Apr 12
As a product manager I completely agree with the 1st point, but - especially at scale - product management isn’t an island. I have thousands of customers of my product, mostly huge enterprises. I depend on many others: support professionals, Dev managers, marketing, architects...
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Jon Hall Apr 12
...and while I feel product management is a solid discipline for delivery of value, it’s not at all separate from a much bigger picture which ITIL is one framework looking to address. ITIL 4 has more coverage of “product not project” and the wider value chain.
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Jon Hall Apr 12
“It takes a village”
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Charity Majors Apr 13
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