Bill Gates and Steve Jobs agreed on little

But both agreed that healthcare was ripe for disruption. That is still true, but the pace is slower than we envisioned a decade ago. One reason is the high cost of certification. Consumer-grade equipment produces interesting data for casual self-analysis. Producing data to be used in medical diagnoses requires greater confidence in the accuracy of […]

Models in Service Management

For the time being I am focusing my attention on the use of models in service management (more here). Models are useful because they help us understand correlations, understand system dynamics, make predictions, and test the effects of changes. There are few, if any, models in regular use in service management. There may be valid […]

DevOps Changes Everything

…and DevOps changes nothing. I was holding off writing about DevOps because: I don’t work with customers who implemented it successfully. I have nothing new to offer. Both points are still true. There isn’t anything new to say about DevOps except that the hype machine is still in overdrive and the loop machine is wearing […]

Change Types

Introduction Changes to an IT production environment come in a variety of shapes and sizes. Industry practices have converged on types of that have served us well for several years as a starting point for discussion. However, they are insufficient and require further elaboration. Historically, these Change Types are: Standard: a pre-authorized change that is […]