Stuart Rance writes many blogs and white papers that are published on a variety of sites, you can find a regularly updated list of all of these in Stuart Rance blogs

Blogs that appear below are published on the Optimal Service Management web site.

2018 05 14 Putting the Ops in DevOps IMAGE

15

May

Putting the Ops in DevOps

I often hear people who work in IT operations complain that DevOps is just about development. If we want DevOps to work for everyone then we shouldn’t wait to be invited to join in and complain when we aren’t. We should actively adopt ideas from DevOps into how we run IT operations and seek out our development colleagues to foster collaboration.

SDI metrics and measurement

19

March

How well does your service desk communicate?

I delivered a presentation on Metrics and measurement at the Service Desk Institute conference in the UK. To my surprise, the most lively discussion topics were more about how well the service desk communicates with end users, than about metrics.

2018 01 02 Incident Management Isnt Just For IT Image

15

January

Incident Management Isn’t Just For IT

If you define an incident as "... interruption to an IT service..." then you're not really focussing on customers. One of my clients has a much more business-focussed definition, and this drives completely different behaviours...

2017 11 28 Managing IT is just like running a barbershop IMAGE

18

December

Managing IT is just like running a barbershop

Delivering services isn’t something that is unique to IT. We know good service when we receive it, and so do our customers. If you focus on service levels and processes your customers will never see you as more than an internal cost centre; if you focus on outcomes and customer experience instead then you can become a valued partner.

2017 11 16 You Need a Vision IMAGE 1

20

November

You Need a Vision

Many IT organizations think that defining a vision is too abstract, they don’t see the point, and they just want to get on with it. So they jump straight into the important work. The results are as predictable as they are sad. IT staff work very hard, but fail to arrive anywhere helpful, with results that are not nearly as good as they could have been.

2017 09 11 Door and hooks

12

September

We all get it wrong sometimes

Do you think about the outcomes you're trying to achieve with all of your processes? Or do you just try to make the processes work better? Many IT organizations continue to run the same ITSM practices long after they have become outdated, but there is a better way to work...

2017 08 09 Goldilocks does security Three bears

14

August

Goldilocks does security

If you are responsible for security try to be like Goldilocks. Not too much security, not too little, but just right.

2017 07 08 Recorded ITSM Presentations IMAGE

10

July

Recorded ITSM Presentations

I have often written about the need to offer access to knowledge and information in a variety of different formats, so I’m grateful to the people running these ITSM events for making video recordings available for sharing.

itSMF NZ

22

June

DevOps and Culture Change in New Zealand

I really enjoyed the itSMF New Zealand conference, the format and content were as superb as the venue, read on to learn more...

2017 04 06 Theory of Constraints IMAGE1

12

April

Theory of Constraints: Using a Current Reality Tree

The Theory of Constraints describes many logical tools. This blog shows how a Current Reality Tree can help you identify what you need to change to make improvements.

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