Welcome to AllThingsITSM.

This is not a destination focused purely on ITSM, but a site that embraces all things IT and the ways that IT impacts the business both good and bad. From buzzwords like DevOps, Lean IT and the rest, to the latest and greatest in tech tools, service management, project management and best practice frameworks of all flavours. Our goal is to deliver the one destination that has everything you need if you are concerned about the value business gets from IT. So welcome to AllThingsITSM and let us know how we are doing by tweeting us at @AllThingsITSM or by dropping us an email at

Shifting tectonic IT plates
This metaphor occurred to me on a recent trip to New Zealand, on the realisation that somebody made the mistake of positioning this otherwise admirable country right on top of a fault line. The Pacific plate is doing its best to push the Australian plate in a westerly direction but the latter is having nothing of it. The consequence is disruption, a word that, in comparison, we use frivolously in a business

My last blog on this site was linking sports – total football in that case – to the ideas behind DevOps. Maybe that got me thinking about sports and ITSM topics. Whatever the reason, an allusion came to me in a recent training course when a discussion opened up around governance. One of the delegates had suggested that governance was a bit like a refereeing – checking that the rules are being followed and blowing

Language is important
Seemingly innocent questions can provide revealing answers. Just think about asking somebody in an IT department “Who is your customer?”. More often than not, the response will point to one or more business departments that the IT department supports. This positions the IT department as the business’ order-taker. The business demands; the IT department supplies. This is reinforced not only by the use of service catalogues and service level agreements, but also by

The speaking dilemma of conferences is discussed
Conferences, in general, are a great place to network, learn and, for a lucky few - speak. However, these conferences are not cheap to attend. There are many ways conferences attract attendees. Some say that it is the location, others the networking and even more are now saying to learn from industry experts speaking at the sessions. My opinion, for the most part, people go to learn.
So what does

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