Archive itsm Archives - Matthew Hooper VigilantGuy Digital Transformentalist - Create High Performing IT
ITIL & DevOps merge to create DevIL Framework

ITIL & DevOps merge to create DevIL Framework

ITIL consultants or presenters who have made a career guiding organizations through the complexity and ambiguity of the text books, are desperately trying to find some foot hold in this DevOps movement that is taking IT operations by storm.

Turn it up! Amplifying feedbacks within traditional ITSM

Turn it up! Amplifying feedbacks within traditional ITSM

“Do you understand the words that are coming out of my mouth” This classic quote from Chris Tucker to Jackie Chan in the movie Rush Hour  has…

UBERR vs. CAB’s – The new era of Risk & Change Management

UBERR vs. CAB’s – The new era of Risk & Change Management

CAB’s suck, and I didn’t spell UBERR wrong. I’m talking about Change Advisory Boards & User Based Enterprise Risk and Release. (Yeah I made that up, but…

Excuse me… I had an Incident!   Why old school ITSM Incident Management Fails!

Excuse me… I had an Incident! Why old school ITSM Incident Management Fails!

A few years ago at a Pink Elephant conference there was a juggler who joked about cutting himself with the knifes he was tossing around saying: “now…

it’s IT for Business Sake! Value of BSM

it’s IT for Business Sake! Value of BSM

 Long before Google bought them, I was a huge fan of Waze.  Waze is not just another GPS.  A GPS gives directions based on least time routing…

Who’s on first, What’s on Second – Defining Business Services

Who’s on first, What’s on Second – Defining Business Services

I’m frequently asked: “Hoop, how can I get our management to see the need for ITSM and building out our service catalog?”  My usual answer is “tell…

IT Services over Business Service is like bringing a knife to a gun fight

IT Services over Business Service is like bringing a knife to a gun fight

In my last post I discussed the value of creating an Enterprise Service Model. I noted how it did not incorporate a layer for IT Services.  Why?…

Service Model #imnoangel CMDB

Service Model #imnoangel CMDB

Every ITSM Purist will tell you that Config Management is the heart of ITSM. Yet, most ITSM implementations push Config Management off, why? 1) Plain & Simple,…

An Activity, a Request and Project walk into a bar.

An Activity, a Request and Project walk into a bar.

  Sometimes I wish I were an academic.  It must be awesome to sit around and theorize about how the perfect world operates.  I could write books…

The lack of Knowledge in Knowledge Management

The lack of Knowledge in Knowledge Management

Sorry for the length in advance, but this topic needs some story telling around it. IT collaboration seriously needs a reboot.  We are making the same mistakes…

Matthew Hooper

Digital Transformentalist