About mylisaland

Co-Founder and COO of ITSM Academy

The IT Operations Scenario: Preparing for the Bi-Modal Future

Please join us for January’s “Webucation”;  – Register

On Thursday, January 20, 2015, Jeff Brooks, Research Vice President at Gartner, Inc. will present:

The IT Operations Scenario: Preparing for the Bi-Modal Future
Often left tJan2015o flounder in the dungeon of IT, IT operations needs to break free from those traditional practices and become part of the organization’s growth. This will only occur through embracing current thoughts and practices around bimodal IT and creating an IT operations organization that will both renovate the core and exploit the new.

We will explore these key issues affecting I&O leaders:

  • What is the current state of IT operations?
  • What is the future state of IT operations?
  • What best practices and technologies will help us migrate from current state to future state?

Register Today

Until your next trip to LisaLand…Happy Learning!

Happy National Customer Service Week – October 6-10

This one is for you @ITSM_Donna (well, it’s actually From you too… LOL)

Knapp_smallOkay…two questions…

  1. How is it October?
  2. What are you doing for National Customer Service Week?

National Customer Service Week (NCSW), is held the first week in October each year and is designed to raise awareness of customer service and the vital role it plays within an organization. It is also an opportunity to say thank you to those who work in customer service for a job well done.

So to those of you who are customers / clients / learners / alumni of ITSM Academy… THANK YOU.

And to our talented, dedicated, loyal and hard-working teams… THANK YOU.  Each and every one of you plays an invaluable role in making ITSM Academy a place that is easy to do business with – and that’s something that makes us proud.  #ILoveMyTeam

PS – If you missed out on booking one of our customer service classes, it’s not too early to plan for next year! Customer Service Excellence for the Service Desk Professional is a perennial favorite.

Until your next trip to LisaLand…Happy Customer Service Week!

DevOps Enterprise Summit

I am very excited to be attending the DevOps Enterprise Summit 2014 in San Francisco, October 21-23.  #DOES14

DevOps Enterprise is THE event for people who are bringing Lean DevOps Enterpriseprinciples into the IT value stream while building DevOps and Continuous Delivery into their organization.

The conference assembles leaders of large, complex organizations who will be sharing their transformation stories.

They have announced speakers from: GE Energy, Macy’s, Disney, Blackboard, Ticketmaster, Target, US Dept of Homeland Security, Nordstrom, Capital One, Raytheon, Barclays and more.

If you love heroic and courageous tales of DevOps transformations, this conference is for you!

If you can join me and members of the #ITSMCrew then register using promo code “ITSM20” for a 20% discount!

So, it’s really weird/sad/strange to not be attending itSMF Fusion (for the first time in 11 years!) but I am very excited to learn from these awesome organizations, make new friends and see my amigos who are attending.

Until your next trip to LisaLand…Happy Conferencing!

Continual Professional Development (CPD) to support ITIL®

AXELOS, the ITIL® Accreditor, has recently announced they are working on a Continual Professional Development (CPD) service to support the AXELOS Global Best Practice Portfolio including ITIL.

From their press release…

“The CPD programme will create and establish lifelong personal brand value by enabling individuals to stay current in their knowledge and protect the investment they have made in the AXELOS Global Best Practice qualifications. This best of breed service is designed to be truly customer centric – tailoring professional development to individual needs and allowing an individual to learn in a way that best suits them.”

Read More

We will keep you posted as we continue to learn more about their plans.

Until your next trip to LisaLand…Happy Learning!

Lean Solutions  – Agile Transformation at the United States Postal Service

OctoberWe are pleased to announce that next month’s webinar is another practitioner presentation!

Please join us for; Lean Solutions  – Agile Transformation at the United States Postal Service.  – Register

On Thursday, October 16, Mark Mittelman, United States Postal Service presents USPS’s story of Agile Transformation.

The postal business is changing at a rapid pace and the Postal Service must continue to change quickly to remain relevant and competitive in the marketplace.  The Postal Service implemented the Agile methodology, replacing the traditional waterfall methodology to improve project communication, increase customer satisfaction, realize business benefits quickly, and improve overall quality.  Please join us as Mark outlines the challenges Postal faced before using Agile, how Agile has been implemented across the enterprise, lessons learned, benefits and where they are headed next with Agile Transformation.

Register Today

Until your next trip to LisaLand…Happy Learning!

DevOps Resources

In the last 2 years, there has been groundswell of interest in DevOps; some of my favorites;

  • Websites: www.devops.com
  • Certification Training:
  • Conferences: #DOES14
    • The DevOps Enterprise Summit will assemble leaders of large, complex organizations who are adopting #DevOps, and who will be sharing their transformation stories.
    • They have announced speakers from GE Energy, Macy’s, Disney, Blackboard, Ticketmaster, Target, US Dept of Homeland Security, Nordstrom, Capital One, Raytheon, Barclays…
    • If you love heroic and courageous tales of DevOps transformations, this conference is for you!
    • Use promo code ITSM20 for a 20% discount!

Until your next trip to LisaLand… Happy Reading, Conferencing and Training!

The Phoenix Project – I Still Love It!

PartsUnlimitedLast night, I spoke with Gene Kim – @RealGeneKim – author, evangelist and all-around wonderful person.  In the course of the conversation, we spoke about the impact the book, “The Phoenix Project: A Novel About IT, DevOps, and Helping Your Business Win” has had on our industry. Gene – our webinar was over two years ago – August 2012!

Looking back on my notes, here is what I said at the time.

There are only a handful of books that have a permanent location in my office bookshelf, and this is one of them. It’s a fantastic book that reads like a work of fiction, captivates like a mystery and educates like a textbook.

The characters are immensely engaging, and as the plot thickened I found myself thinking, “Holy Toledo Batman, how are they going to get out of this mess?”

Along with Bill, Patty, Wes, John and team, I was learning the core principles of DevOps.  It’s like one of those recipes where they hide the vegetables.  What you’re reading is good for you, but tastes so good going down, that you didn’t even notice.  I learned so much about DevOps, and how ITSM can truly help the business win.

If you have a chance, read it — I know you’ll enjoy it as much as I did!

Since that time, there has been groundswell of interest in DevOps; some of my favorites;

  • Websites: www.devops.com
  • Certification Training:
  • Conferences:
    • The DevOps Enterprise Summit will assemble leaders of large, complex organizations who are adopting #DevOps, and who will be sharing their transformation stories.
    • They have announced speakers from GE Energy, Macy’s, Disney, Blackboard, Ticketmaster, Target, US Dept of Homeland Security, Nordstrom, Capital One, Raytheon, Barclays…
    • If you love heroic and courageous tales of DevOps transformations, this conference is for you!
    • Use promo code “ITSM20” for a 20% discount! (Expires 9/28)

Until your next trip to LisaLand… Happy Reading, Conferencing and Training!

ITSM Academy Presenting at Fusion

I think this is the 10th year in a row that at least one ITSM Academy team member has spoken at @itsmf_usa Fusion – #SMFUSION14 – event.  As Montgomery Gentry says; “That’s something to be proud of.”

This year, my business partner, Jayne Groll (@ITSM_Jayne) has been invited to present on two topics:

And Donna Knapp (@ITSM_Donna) will be co-presenting with Anthony Orr: Breakfast Briefing 01: How to Pass Your MALC Exam – If you are planning on becoming an #ITIL Expert, and you are attending Fusion, don’t miss this breakfast!

Until your next visit to LisaLand…Happy Conferencing!

ITIL is turning 25 this year…just like me, who knew! ;)

Guest Host Post – by Donna Knapp (@ITSM_Donna)

ITIL is turning 25 this year…just like me, who knew! 😉

ITILResearchIn honor of this milestone, AXELOS commissioned a study (The Importance of ITIL® – A Global View – 2014 and Beyond) to provide a global and independent assessment of the current perception of ITIL, engaging nearly 400 C-Level and medium tier service managers in key international regions across a range of industries.

One of the stated reasons that the study was commissioned is because ITIL’s benefits are being questioned in light of factors such as cloud computing, more advanced automation, and agile. The results of the study reaffirm ITIL’s value, particularly in the eyes of IT executives. In fact, according to the study, just under 70% of executives indicated that ITIL is becoming more important in light of these trends.

Other interesting results presented in the survey include:

  • 71% of those surveyed view ITIL as playing a tangible role in supporting the move to DevOps and Agile
  • ITIL 2011 adopters are more likely to see ITIL as growing in importance
  • 40% of non-2011 respondents plan to move to 2011 soon
  • Certification and training was deemed the most valuable resource (over, for example, the core books themselves)
  • Having said that…43% of respondents specified ‘too busy’ as their reason for not taking ITIL training (Lisa Note:  this is one of the many reasons ITSM Academy is now delivering live, virtual training and supplementing with our Learner Portal!)
  • We still have a ways to go, however…only 21% of the organizations surveyed had achieved ‘improved agility and flexibility in provisioning services’  through ITL (Agile Service Management to the rescue!)

Have I peaked your interest?

Click here to check out the complete study.

Until your next visit to LisaLand… Happy ITILing!

The Phoenix Project Reading Challenge – Case Study

Thanks to one of our favorite Alumni for this great idea!

Claudia Light, CPDE, ITIL Expert | Process Architect, Enterprise Technology Services, Oregon Department of Administrative Services, Claudia.j.Light@Oregon.Gov

“When I took the DevOps Overview class, I shared that I was purchasing copies of The Phoenix Project and The Visible Ops Handbook to share with our management team. You asked me to let you know how that worked out.

What I ended up doing with the books was to issue a Summer Reading Challenge in one of our management team meetings.  The challenge was to take one of the books, read it and come back with three improvement ideas that we could potentially implement in our own organization. Our administrator modified the challenge slightly, saying that the ideas could also be improvements that we have already made.  (She and I had talked a few days before about how her enforcing limiting changes to maintenance windows was part of step one in the Visible Ops Handbook. It was a very unpopular idea when she initially presented it, but it has helped reduce outages.)

I issued the challenge two weeks ago. I will be checking in at today’s meeting to see what their progress on the reading is and to set a deadline for the uptake of ideas.  I have had a discussion with George Spafford, Gartner analyst and one of the authors to get some advice on things to consider when doing the uptake.  He had some great advice:

  • Gently probe why.  It’s about establishing why something is needed and using that as a guide – everyone must understand why change is needed.  George pointed me to the TED talk by Simon Sinek about How Great Leaders Inspire Action. It is the “why” that must resonate with people in order to create the interest in the how and the what. People don’t buy what you do, they buy why you do it.
  • Overlay the discussion with, “How does this support our customers and our strategic plan?” How does this matter in the short term and in the long term? To tactical pain and suffering and strategic enablement?
  • Look at what has worked well, but don’t just preserve the status quo.  We need to review the status quo and understand the direction that is needed, what we can change and then evolve accordingly. It is dangerous to try and change too much at once. Instead, do a series of plan-do-check-act experiments to evolve in the direction needed. Whatever we do in this step needs to support why changes are needed.
    • Don’t get painted into a corner. Look at good existing practices. Can this expand to other groups? Promote the idea of “let’s get this written down and talk about it.” Table things that aren’t right yet, but don’t lose them.
  • Look at what are the greatest constraints we face today. The greatest constraints are often policies that made sense at one time but don’t make sense anymore. Look up the Five Focusing Steps by Dr. Eli Goldratt at the Theory of Constraints Institute. It has a generic mental model for overcoming constraints:
    • Identify the constraint – where does work bottleneck? Break fix vs. project work. Look at people and process. To increase capacity take the weight out and off load. (This was the Herbie the boy scout from The Goal. I am reading it now.)
    • With a system, we want to understand what is the biggest constraint that if we focusing and break it, then we improve our overall movement towards a goal.
      • Look at the critical path, shorten items on this path. Understand that shortening things not on the critical path doesn’t speed up anything. If we shrink tasks on the critical path then the overall duration decreases.
    • Exploit the constraint – What is the unnecessary stuff that can be off loaded.
    • Subordinate the rest to the constraint
    • Elevate the constraint – People jump to this step first by investing in additional capacity around the constraint. But without doing the first 3 steps this risks wasting the investment.
    • Avoid inertia – when you have alleviated this constraint, find the next one to work on.
  • Most people learn by doing.  George also pointed me to Mike Rother’s You Tube video on the Toyota Kata from Lean 2012 about the constant cycle of coaching. Look at what we are trying to accomplish and what’s holding us back.
  • Document the ideas without judgment to help people feel free to express their ideas. Don’t worry about the “how” for now, just capture the what. Collect the ideas first then go back to probe the why. Refer to Goldratt’s work on the thinking process. Draw out the main themes. Don’t optimize in isolation. Move toward the goals or protect the goals.

I enjoyed your Agile Service Management webinar and it’s also given me some good ideas.  I will be contacting your team in the near future to set up a repeat with our process owners and process managers.  Our progress on maturing our processes has slowed to a crawl lately and I think we definitely need an agile approach to start making progress again.”

Thanks Claudia and George!  

Until your next visit to LisaLand…Happy Reading