Prevailing Service Management

In this post, I'd like to share my thoughts and reflections from the   Australian IT Service Management Forum (ITSMF) Conference held in Sydney Australia on August 20 & 21, 2015. The conference was held over 2 days instead of 3 like previous years.  I felt a little rushed to see my bookmarked presentations, network with peers and catch-up with vendors. However justifying 3 days away from work is very hard so it was a good compromise.  The four topic streams this year were: Building SM Foundations,  SM Innovation,  People, Culture, Community, Capability, Aligning Business and IT in the Enterprise. These streams presented a healthy blend of topics and I found it refreshing to see speakers were not the traditional ITIL practitioner/manager. This also appeared to attract some new delegates who were also not working in this specific field.  Overall I thought the conference was well run with no great issues (although queueing for a barista style coffee took awhile - I

Craig Smith gatecrashed the Australian ITSMF / ITIL conference, LEADit in Melbourne and in the hallway chats to Korrine Jones (an Organisational Development Consultant and running late for a plane) and myself  about how People Development and Service Management are intersecting with Agile and each other. More details include the interview audio can be found on The Agile Revolution. Reblogged from  The Agile Revolution.

Gartner  described bimodal IT as " the need to operate the safe and reliable traditional IT systems while cultivating a more fluid IT that takes advantage of the digital world and its continuous flow from moment to moment". IT organisations are investigating the opportunities presented by disruptive techniques and technologies such as agile and devops, and so it comes as no surprise that the option to adopt bimodal IT is also explored.  In this post, I attempt to outline some potential challenges and questions for an organisation if it adopts a bimodal (twin speed) IT model. I shall label the two speeds: fluid IT and traditional IT. The potential challenges are presented from the following perspectives: Customer, Culture, People, Process, and Technology. Customer Fluid IT customers may have different customer experiences with IT than the other lines of business who use traditional IT. It may also be inconsistent depending on which IT team they interact with. S