The Kamu Project: capture the improvements to ITSM, DevOps and Agile that come from learning from each other.

kamuKamu is on Google+

When Agile, DevOps, and ITSM meet - when we reconcile their world-views - they can all learn from each other

Here are some resources:

A Standard+Case Tale

A red line of text appears on Danny’s screen. The monitor on the internal chat system has picked up a staff member complaining of problems with the client management system, ERNIE. Danny grins: the “#fail” keyword always gets the social monitor’s attention. Danny opens an Incident ticket. Another day on the Service Desk.

Plus! Standard+Case - the book

Buy it now

Plus! The Standard+Case Approach is the definitive handbook of the Standard+Case approach to service response.

Here is an exciting new approach to categorising and resolving any sort of response "tickets", such as requests or incidents on a service desk, problems, or changes.

Basic principles of checklists

Here are some basic principles to bear in mind when defining checklists. Use this checklist as you create checklists of your own!

Many of these ideas come from the most excellent book The Checklist Manifesto by Atul Gawande, which everyone should read.

BSM: Welcome to Basic Service Management

This is pragmatic, real-world service management: the practices involved in running a business as seen from a services perspective.

We'd like to say 'simple' but service management can only simplified so far. “Make things as simple as possible, but not simpler.” So we say "Basic".

Service management is for anyone who provides a service, or who sells a product (because in this day and age all products had better come with service).

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