PageSourceSearch

https://evolvingitsm.com/category/it-service-management/

html evolvingitsm.com collected 2026-10-07 11:21:40 UTC 168,073 bytes, 1,457 lines download raw bytes

1<!DOCTYPE html>
2<html lang="en">
3<head>
4<meta charset="UTF-8">
5<meta name="viewport" content="width=device-width, initial-scale=1">
6<link rel="profile" href="http://gmpg.org/xfn/11">
7<link rel="pingback" href="https://evolvingitsm.com/xmlrpc.php">
8
9<title>IT Service Management &#8211; Evolving ITSM</title>
10<meta name='robots' content='max-image-preview:large' />
11
12<!-- Async WordPress.com Remote Login -->
13<script id="wpcom_remote_login_js">
14var wpcom_remote_login_extra_auth = '';
15function wpcom_remote_login_remove_dom_node_id( element_id ) {
16	var dom_node = document.getElementById( element_id );
17	if ( dom_node ) { dom_node.parentNode.removeChild( dom_node ); }
18}
19function wpcom_remote_login_remove_dom_node_classes( class_name ) {
20	var dom_nodes = document.querySelectorAll( '.' + class_name );
21	for ( var i = 0; i < dom_nodes.length; i++ ) {
22		dom_nodes[ i ].parentNode.removeChild( dom_nodes[ i ] );
23	}
24}
25function wpcom_remote_login_final_cleanup() {
26	wpcom_remote_login_remove_dom_node_classes( "wpcom_remote_login_msg" );
27	wpcom_remote_login_remove_dom_node_id( "wpcom_remote_login_key" );
28	wpcom_remote_login_remove_dom_node_id( "wpcom_remote_login_validate" );
29	wpcom_remote_login_remove_dom_node_id( "wpcom_remote_login_js" );
30	wpcom_remote_login_remove_dom_node_id( "wpcom_request_access_iframe" );
31	wpcom_remote_login_remove_dom_node_id( "wpcom_request_access_styles" );
32}
33
34// Watch for messages back from the remote login
35window.addEventListener( "message", function( e ) {
36	if ( e.origin === "https://r-login.wordpress.com" ) {
37		var data = {};
38		try {
39			data = JSON.parse( e.data );
40		} catch( e ) {
41			wpcom_remote_login_final_cleanup();
42			return;
43		}
44
45		if ( data.msg === 'LOGIN' ) {
46			// Clean up the login check iframe
47			wpcom_remote_login_remove_dom_node_id( "wpcom_remote_login_key" );
48
49			var id_regex = new RegExp( /^[0-9]+$/ );
50			var token_regex = new RegExp( /^.*|.*|.*$/ );
51			if (
52				token_regex.test( data.token )
53				&& id_regex.test( data.wpcomid )
54			) {
55				// We have everything we need to ask for a login
56				var script = document.createElement( "script" );
57				script.setAttribute( "id", "wpcom_remote_login_validate" );
58				script.src = '/remote-login.php?wpcom_remote_login=validate'
59					+ '&wpcomid=' + data.wpcomid
60					+ '&token=' + encodeURIComponent( data.token )
61					+ '&host=' + window.location.protocol
62					+ '//' + window.location.hostname
63					+ '&postid=1442'
64					+ '&is_singular=';
65				document.body.appendChild( script );
66			}
67
68			return;
69		}
70
71		// Safari ITP, not logged in, so redirect
72		if ( data.msg === 'LOGIN-REDIRECT' ) {
73			window.location = 'https://wordpress.com/log-in?redirect_to=' + window.location.href;
74			return;
75		}
76
77		// Safari ITP, storage access failed, remove the request
78		if ( data.msg === 'LOGIN-REMOVE' ) {
79			var css_zap = 'html { -webkit-transition: margin-top 1s; transition: margin-top 1s; } /* 9001 */ html { margin-top: 0 !important; } * html body { margin-top: 0 !important; } @media screen and ( max-width: 782px ) { html { margin-top: 0 !important; } * html body { margin-top: 0 !important; } }';
80			var style_zap = document.createElement( 'style' );
81			style_zap.type = 'text/css';
82			style_zap.appendChild( document.createTextNode( css_zap ) );
83			document.body.appendChild( style_zap );
84
85			var e = document.getElementById( 'wpcom_request_access_iframe' );
86			e.parentNode.removeChild( e );
87
88			document.cookie = 'wordpress_com_login_access=denied; path=/; max-age=31536000';
89
90			return;
91		}
92
93		// Safari ITP
94		if ( data.msg === 'REQUEST_ACCESS' ) {
95			console.log( 'request access: safari' );
96
97			// Check ITP iframe enable/disable knob
98			if ( wpcom_remote_login_extra_auth !== 'safari_itp_iframe' ) {
99				return;
100			}
101
102			// If we are in a "private window" there is no ITP.
103			var private_window = false;
104			try {
105				var opendb = window.openDatabase( null, null, null, null );
106			} catch( e ) {
107				private_window = true;
108			}
109
110			if ( private_window ) {
111				console.log( 'private window' );
112				return;
113			}
114
115			var iframe = document.createElement( 'iframe' );
116			iframe.id = 'wpcom_request_access_iframe';
117			iframe.setAttribute( 'scrolling', 'no' );
118			iframe.setAttribute( 'sandbox', 'allow-storage-access-by-user-activation allow-scripts allow-same-origin allow-top-navigation-by-user-activation' );
119			iframe.src = 'https://r-login.wordpress.com/remote-login.php?wpcom_remote_login=request_access&origin=' + encodeURIComponent( data.origin ) + '&wpcomid=' + encodeURIComponent( data.wpcomid );
120
121			var css = 'html { -webkit-transition: margin-top 1s; transition: margin-top 1s; } /* 9001 */ html { margin-top: 46px !important; } * html body { margin-top: 46px !important; } @media screen and ( max-width: 660px ) { html { margin-top: 71px !important; } * html body { margin-top: 71px !important; } #wpcom_request_access_iframe { display: block; height: 71px !important; } } #wpcom_request_access_iframe { border: 0px; height: 46px; position: fixed; top: 0; left: 0; width: 100%; min-width: 100%; z-index: 99999; background: #23282d; } ';
122
123			var style = document.createElement( 'style' );
124			style.type = 'text/css';
125			style.id = 'wpcom_request_access_styles';
126			style.appendChild( document.createTextNode( css ) );
127			document.body.appendChild( style );
128
129			document.body.appendChild( iframe );
130		}
131
132		if ( data.msg === 'DONE' ) {
133			wpcom_remote_login_final_cleanup();
134		}
135	}
136}, false );
137
138// Inject the remote login iframe after the page has had a chance to load
139// more critical resources
140window.addEventListener( "DOMContentLoaded", function( e ) {
141	var iframe = document.createElement( "iframe" );
142	iframe.style.display = "none";
143	iframe.setAttribute( "scrolling", "no" );
144	iframe.setAttribute( "id", "wpcom_remote_login_key" );
145	iframe.src = "https://r-login.wordpress.com/remote-login.php"
146		+ "?wpcom_remote_login=key"
147		+ "&origin=aHR0cHM6Ly9ldm9sdmluZ2l0c20uY29t"
148		+ "&wpcomid=42913976"
149		+ "&time=" + Math.floor( Date.now() / 1000 );
150	document.body.appendChild( iframe );
151}, false );
152</script>
152
153<link rel='dns-prefetch' href='//s1.wp.com' />
154<link rel='dns-prefetch' href='//s2.wp.com' />
155<link rel='dns-prefetch' href='//fonts-api.wp.com' />
156<link rel='dns-prefetch' href='//s0.wp.com' />
157<link rel='dns-prefetch' href='//af.pubmine.com' />
158<link rel="alternate" type="application/rss+xml" title="Evolving ITSM &raquo; Feed" href="https://evolvingitsm.com/feed/" />
159<link rel="alternate" type="application/rss+xml" title="Evolving ITSM &raquo; Comments Feed" href="https://evolvingitsm.com/comments/feed/" />
160<link rel="alternate" type="application/rss+xml" title="Evolving ITSM &raquo; IT Service Management Category Feed" href="https://evolvingitsm.com/category/it-service-management/feed/" />
161	
161<script type="text/javascript">
162		/* <![CDATA[ */
163		function addLoadEvent(func) {
164			var oldonload = window.onload;
165			if (typeof window.onload != 'function') {
166				window.onload = func;
167			} else {
168				window.onload = function () {
169					oldonload();
170					func();
171				}
172			}
173		}
174		/* ]]> */
175	</script>
175
176	<style id="wp-img-auto-sizes-contain-inline-css">
177img:is([sizes=auto i],[sizes^="auto," i]){contain-intrinsic-size:3000px 1500px}
178/*# sourceURL=wp-img-auto-sizes-contain-inline-css */
179</style>
180<link crossorigin='anonymous' rel='stylesheet' id='all-css-2-1' href='/_static/??/wp-content/mu-plugins/widgets/eu-cookie-law/templates/style.css,/wp-content/mu-plugins/jetpack-plugin/sun/modules/infinite-scroll/infinity.css?m=1777406400j&cssminify=yes' type='text/css' media='all' />
181<style id="wp-emoji-styles-inline-css">
182
183	img.wp-smiley, img.emoji {
184		display: inline !important;
185		border: none !important;
186		box-shadow: none !important;
187		height: 1em !important;
188		width: 1em !important;
189		margin: 0 0.07em !important;
190		vertical-align: -0.1em !important;
191		background: none !important;
192		padding: 0 !important;
193	}
194/*# sourceURL=wp-emoji-styles-inline-css */
195</style>
196<style id="wp-block-library-inline-css">
197:root{--wp-block-synced-color:#7a00df;--wp-block-synced-color--rgb:122,0,223;--wp-bound-block-color:var(--wp-block-synced-color);--wp-editor-canvas-background:#ddd;--wp-admin-theme-color:#007cba;--wp-admin-theme-color--rgb:0,124,186;--wp-admin-theme-color-darker-10:#006ba1;--wp-admin-theme-color-darker-10--rgb:0,107,160.5;--wp-admin-theme-color-darker-20:#005a87;--wp-admin-theme-color-darker-20--rgb:0,90,135;--wp-admin-border-width-focus:2px}@media (min-resolution:192dpi){:root{--wp-admin-border-width-focus:1.5px}}.wp-element-button{cursor:pointer}:root .has-very-light-gray-background-color{background-color:#eee}:root .has-very-dark-gray-background-color{background-color:#313131}:root .has-very-light-gray-color{color:#eee}:root .has-very-dark-gray-color{color:#313131}:root .has-vivid-green-cyan-to-vivid-cyan-blue-gradient-background{background:linear-gradient(135deg,#00d084,#0693e3)}:root .has-purple-crush-gradient-background{background:linear-gradient(135deg,#34e2e4,#4721fb 50%,#ab1dfe)}:root .has-hazy-dawn-gradient-background{background:linear-gradient(135deg,#faaca8,#dad0ec)}:root .has-subdued-olive-gradient-background{background:linear-gradient(135deg,#fafae1,#67a671)}:root .has-atomic-cream-gradient-background{background:linear-gradient(135deg,#fdd79a,#004a59)}:root .has-nightshade-gradient-background{background:linear-gradient(135deg,#330968,#31cdcf)}:root .has-midnight-gradient-background{background:linear-gradient(135deg,#020381,#2874fc)}:root{--wp--preset--font-size--normal:16px;
197--wp--preset--font-size--huge:42px}.has-regular-font-size{font-size:1em}.has-larger-font-size{font-size:2.625em}.has-normal-font-size{font-size:var(--wp--preset--font-size--normal)}.has-huge-font-size{font-size:var(--wp--preset--font-size--huge)}:root .has-text-align-center{text-align:center}:root .has-text-align-left{text-align:left}:root .has-text-align-right{text-align:right}.has-fit-text{white-space:nowrap!important}#end-resizable-editor-section{display:none}.aligncenter{clear:both}.items-justified-left{justify-content:flex-start}.items-justified-center{justify-content:center}.items-justified-right{justify-content:flex-end}.items-justified-space-between{justify-content:space-between}.screen-reader-text{border:0;clip-path:inset(50%);height:1px;margin:-1px;overflow:hidden;overflow-wrap:normal!important;padding:0;position:absolute;width:1px;word-break:normal!important}.screen-reader-text:focus{background-color:#ddd;clip-path:none;color:#444;display:block;font-size:1em;height:auto;left:5px;line-height:normal;padding:15px 23px 14px;text-decoration:none;top:5px;width:auto;z-index:100000}html :where(.has-border-color){border-style:solid}html :where([style^=border-color],[style*=";border-color"],[style*="; border-color"]){border-style:solid}html :where([style^=border-top-color],[style*=";border-top-color"],[style*="; border-top-color"]){border-top-style:solid}html :where([style^=border-right-color],[style*=";border-right-color"],[style*="; border-right-color"]){border-right-style:solid}html :where([style^=border-bottom-color],[style*=";border-bottom-color"],[style*="; border-bottom-color"]){border-bottom-style:solid}html :where([style^=border-left-color],[style*=";border-left-color"],[style*="; border-left-color"]){border-left-style:solid}html :where([style^=border-width],[style*=";border-width"],[style*="; border-width"]){border-style:solid}html :where([style^=border-top-width],[style*=";border-top-width"],[style*="; border-top-width"]){border-top-style:solid}html :where([style^=border-right-width],[style*=";border-right-width"],[style*="; border-right-width"]){border-right-style:solid}html :where([style^=border-bottom-width],[style*=";border-bottom-width"],[style*="; border-bottom-width"]){border-bottom-style:solid}html :where([style^=border-left-width],[style*=";border-left-width"],[style*="; border-left-width"]){border-left-style:solid}html :where(img[class*=wp-image-]){height:auto;max-width:100%}:where(figure){margin:0 0 1em}html :where(.is-position-sticky){--wp-admin--admin-bar--position-offset:var(--wp-admin--admin-bar--height,0px)}@media screen and (max-width:600px){html :where(.is-position-sticky){--wp-admin--admin-bar--position-offset:0px}}
198
199/*# sourceURL=/wp-content/plugins/gutenberg-core/v24.1.0/build/styles/block-library/common.min.css */
200</style>
201<style id="wp-block-library-inline-css-extra">
202.has-text-align-justify {
203	text-align:justify;
204}
205.has-text-align-justify{text-align:justify;}
206/*# sourceURL=wp-block-library-inline-css */
207</style>
208
209<style id="classic-theme-styles-inline-css">
210.wp-block-button__link{background-color:#32373c;border-radius:9999px;box-shadow:none;color:#fff;font-size:1.125em;padding:calc(.667em + 2px) calc(1.333em + 2px);text-decoration:none}.wp-block-file__button{background:#32373c;color:#fff}.wp-block-accordion-heading{margin:0}.wp-block-accordion-heading__toggle{background-color:inherit!important;color:inherit!important}.wp-block-accordion-heading__toggle:not(:focus-visible){outline:none}.wp-block-accordion-heading__toggle:focus,.wp-block-accordion-heading__toggle:hover{background-color:inherit!important;border:none;box-shadow:none;color:inherit;padding:var(--wp--preset--spacing--20,1em) 0;text-decoration:none}.wp-block-accordion-heading__toggle:focus-visible{outline:auto;outline-offset:0}.wp-block-tab:not(.has-text-color){color:inherit!important}.wp-block-tab:not(.has-background){background-color:inherit!important}.wp-block-tab:focus,.wp-block-tab:hover{text-decoration:none}.wp-block-tab:focus-visible{outline:auto;outline-offset:0}
211/*# sourceURL=/wp-content/plugins/gutenberg-core/v24.1.0/build/styles/block-library/classic.min.css */
212</style>
213
214<style id="coblocks-inline-format-inline-css">
215.uppercase{text-transform:uppercase}
216/*# sourceURL=coblocks-inline-format-inline-css */
217</style>
218<link crossorigin='anonymous' rel='stylesheet' id='all-css-12-1' href='/_static/??-eJx9jEEOAiEQBD/kQECjeDC+ZWEnijIwYWA3/l72op689KFTVXplCCU3zE1z6reYRYfiUwlP0VYZpwxIJE4IFRd10HOU9iFA2iuhCiI7/ROiDt9WxfETT20jCOc4YUIa2D9t5eGA91xRBMZS7ATtPkTZvCtdzNEZt7f2fHq8Afl7R7w=&cssminify=yes' type='text/css' media='all' />
219<style id="global-styles-inline-css">
220:root{--wp--preset--aspect-ratio--square: 1;--wp--preset--aspect-ratio--4-3: 4/3;--wp--preset--aspect-ratio--3-4: 3/4;--wp--preset--aspect-ratio--3-2: 3/2;--wp--preset--aspect-ratio--2-3: 2/3;--wp--preset--aspect-ratio--16-9: 16/9;--wp--preset--aspect-ratio--9-16: 9/16;--wp--preset--color--black: #000000;--wp--preset--color--cyan-bluish-gray: #abb8c3;--wp--preset--color--white: #ffffff;--wp--preset--color--pale-pink: #f78da7;--wp--preset--color--vivid-red: #cf2e2e;--wp--preset--color--luminous-vivid-orange: #ff6900;--wp--preset--color--luminous-vivid-amber: #fcb900;--wp--preset--color--light-green-cyan: #7bdcb5;--wp--preset--color--vivid-green-cyan: #00d084;--wp--preset--color--pale-cyan-blue: #8ed1fc;--wp--preset--color--vivid-cyan-blue: #0693e3;--wp--preset--color--vivid-purple: #9b51e0;--wp--preset--gradient--vivid-cyan-blue-to-vivid-purple: linear-gradient(135deg,rgb(6,147,227) 0%,rgb(155,81,224) 100%);--wp--preset--gradient--light-green-cyan-to-vivid-green-cyan: linear-gradient(135deg,rgb(122,220,180) 0%,rgb(0,208,130) 100%);--wp--preset--gradient--luminous-vivid-amber-to-luminous-vivid-orange: linear-gradient(135deg,rgb(252,185,
2200) 0%,rgb(255,105,0) 100%);--wp--preset--gradient--luminous-vivid-orange-to-vivid-red: linear-gradient(135deg,rgb(255,105,0) 0%,rgb(207,46,46) 100%);--wp--preset--gradient--very-light-gray-to-cyan-bluish-gray: linear-gradient(135deg,rgb(238,238,238) 0%,rgb(169,184,195) 100%);--wp--preset--gradient--cool-to-warm-spectrum: linear-gradient(135deg,rgb(74,234,220) 0%,rgb(151,120,209) 20%,rgb(207,42,186) 40%,rgb(238,44,130) 60%,rgb(251,105,98) 80%,rgb(254,248,76) 100%);--wp--preset--gradient--blush-light-purple: linear-gradient(135deg,rgb(255,206,236) 0%,rgb(152,150,240) 100%);--wp--preset--gradient--blush-bordeaux: linear-gradient(135deg,rgb(254,205,165) 0%,rgb(254,45,45) 50%,rgb(107,0,62) 100%);--wp--preset--gradient--luminous-dusk: linear-gradient(135deg,rgb(255,203,112) 0%,rgb(199,81,192) 50%,rgb(65,88,208) 100%);--wp--preset--gradient--pale-ocean: linear-gradient(135deg,rgb(255,245,203) 0%,rgb(182,227,212) 50%,rgb(51,167,181) 100%);--wp--preset--gradient--electric-grass: linear-gradient(135deg,rgb(202,248,128) 0%,rgb(113,206,126) 100%);--wp--preset--gradient--midnight: linear-gradient(135deg,rgb(2,3,129) 0%,rgb(40,116,252) 100%);--wp--preset--font-size--small: 13px;--wp--preset--font-size--medium: 20px;--wp--preset--font-size--large: 36px;--wp--preset--font-size--x-large: 42px;--wp--preset--font-family--albert-sans: 'Albert Sans', sans-serif;--wp--preset--font-family--alegreya: Alegreya, serif;--wp--preset--font-family--arvo: Arvo, serif;--wp--preset--font-family--bodoni-moda: 'Bodoni Moda', serif;--wp--preset--font-family--bricolage-grotesque: 'Bricolage Grotesque', sans-serif;--wp--preset--font-family--cabin: Cabin, sans-serif;--wp--preset--font-family--chivo: Chivo, sans-serif;--wp--preset--font-family--commissioner: Commissioner, sans-serif;--wp--preset--font-family--cormorant: Cormorant, serif;--wp--preset--font-family--courier-prime: 'Courier Prime', monospace;--wp--preset--font-family--crimson-pro: 'Crimson Pro', serif;--wp--preset--font-family--dm-mono: 'DM Mono', monospace;--wp--preset--font-family--dm-sans: 'DM Sans', sans-serif;--wp--preset--font-family--dm-serif-display: 'DM Serif Display', serif;--wp--preset--font-family--domine: Domine, serif;--wp--preset--font-family--eb-garamond: 'EB Garamond', serif;--wp--preset--font-family--epilogue: Epilogue, sans-serif;--wp--preset--font-family--fahkwang: Fahkwang, sans-serif;--wp--preset--font-family--figtree: Figtree, sans-serif;--wp--preset--font-family--fira-sans: 'Fira Sans', sans-serif;--wp--preset--font-family--fjalla-one: 'Fjalla One', sans-serif;--wp--preset--font-family--fraunces: Fraunces, serif;--wp--preset--font-family--gabarito: Gabarito, system-ui;--wp--preset--font-family--ibm-plex-mono: 'IBM Plex Mono', monospace;--wp--preset--font-family--ibm-plex-sans: 'IBM Plex Sans', sans-serif;--wp--preset--font-family--ibarra-real-nova: 'Ibarra Real Nova', serif;--wp--preset--font-family--instrument-serif: 'Instrument Serif', serif;--wp--preset--font-family--inter: Inter, sans-serif;--wp--preset--font-family--josefin-sans: 'Josefin Sans', sans-serif;--wp--preset--font-family--jost: Jost, sans-serif;--wp--preset--font-family--libre-baskerville: 'Libre Baskerville', serif;--wp--preset--font-family--libre-franklin: 'Libre Franklin', sans-serif;--wp--preset--font-family--literata: Literata, serif;--wp--preset--font-family--lora: Lora, serif;--wp--preset--font-family--merriweather: Merriweather, serif;--wp--preset--font-family--montserrat: Montserrat, sans-serif;--wp--preset--font-family--newsreader: Newsreader, serif;--wp--preset--font-family--noto-sans-mono: 'Noto Sans Mono', sans-serif;--wp--preset--font-family--nunito: Nunito, sans-serif;--wp--preset--font-family--open-sans: 'Open Sans', sans-serif;--wp--preset--font-family--overpass: Overpass, sans-serif;--wp--preset--font-family--pt-serif: 'PT Serif', serif;--wp--preset--font-family--petrona: Petrona, serif;--wp--preset--font-family--piazzolla: Piazzolla, serif;--wp--preset--font-family--playfair-display: 'Playfair Display', serif;--wp--preset--font-family--plus-jakarta-sans: 'Plus Jakarta Sans', sans-serif;--wp--preset--font-family--poppins: Poppins, sans-serif;--wp--preset--font-family--raleway: Raleway, sans-serif;--wp--preset--font-family--roboto: Roboto, sans-serif;--wp--preset--font-family--roboto-slab: 'Roboto Slab', serif;--wp--preset--font-family--rubik: Rubik, sans-serif;--wp--preset--font-family--rufina: Rufina, serif;--wp--preset--font-family--sora: Sora, sans-serif;--wp--preset--font-family--source-sans-3: 'Source Sans 3', sans-serif;--wp--preset--font-family--source-serif-4: 'Source Serif 4', serif;--wp--preset--font-family--space-mono: 'Space Mono', monospace;--wp--preset--font-family--syne: Syne, sans-serif;--wp--preset--font-family--texturina: Texturina, serif;--wp--preset--font-family--urbanist: Urbanist, sans-serif;--wp--preset--font-family--work-sans: 'Work Sans', sans-serif;--wp--preset--text-shadow--light: 0.05em 0.05em 0.1em rgba(0, 0, 0, 0.3);--wp--preset--text-shadow--strong: 0.1em 0.1em 0.25em rgba(0, 0, 0, 0.5);--wp--preset--spacing--20: 0.44rem;--wp--preset--spacing--30: 0.67rem;--wp--preset--spacing--40: 1rem;--wp--preset--spacing--50: 1.5rem;--wp--preset--spacing--60: 2.25rem;--wp--preset--spacing--70: 3.38rem;--wp--preset--spacing--80: 5.06rem;--wp--preset--shadow--natural: 6px 6px 9px rgba(0, 0, 0, 0.2);--wp--preset--shadow--deep: 12px 12px 50px rgba(0, 0, 0, 0.4);--wp--preset--shadow--sharp: 6px 6px 0px rgba(0, 0, 0, 0.2);--wp--preset--shadow--outlined: 6px 6px 0px -3px rgb(255, 255, 255), 6px 6px rgb(0, 0, 0);--wp--preset--shadow--crisp: 6px 6px 0px rgb(0, 0, 0);}.wp-block-button{--wp--preset--dimension--25: 25%;--wp--preset--dimension--50: 50%;--wp--preset--dimension--75: 75%;--wp--preset--dimension--100: 100%;}:where(body) { margin: 0; }:where(.is-layout-flex){gap: 0.5em;}:where(.is-layout-grid){gap: 0.5em;}body .is-layout-flex{display: flex;}.is-layout-flex{flex-wrap: wrap;align-items: center;}.is-layout-flex > :is(*, div){margin: 0;}body .is-layout-grid{display: grid;}.is-layout-grid > :is(*, div){margin: 0;}body{padding-top: 0px;padding-right: 0px;padding-bottom: 0px;padding-left: 0px;}:root :where(.wp-element-button, .wp-block-button__link){background-color: #32373c;border-width: 0;color: #fff;font-family: inherit;font-size: inherit;font-style: inherit;font-weight: inherit;letter-spacing: inherit;line-height: inherit;padding-top: calc(0.667em + 2px);padding-right: calc(1.333em + 2px);padding-bottom: calc(0.667em + 2px);padding-left: calc(1.333em + 2px);text-decoration: none;text-transform: inherit;}.has-black-color{color: var(--wp--preset--color--black) !important;}.has-cyan-bluish-gray-color{color: var(--wp--preset--color--cyan-bluish-gray) !important;}.has-white-color{color: var(--wp--preset--color--white) !important;}.has-pale-pink-color{color: var(--wp--preset--color--pale-pink) !important;}.has-vivid-red-color{color: var(--wp--preset--color--vivid-red) !important;}.has-luminous-vivid-orange-color{color: var(--wp--preset--color--luminous-vivid-orange) !important;}.has-luminous-vivid-amber-color{color: var(--wp--preset--color--luminous-vivid-amber) !important;}.has-light-green-cyan-color{color: var(--wp--preset--color--light-green-cyan) !important;}.has-vivid-green-cyan-color{color: var(--wp--preset--color--vivid-green-cyan) !important;}.has-pale-cyan-blue-color{color: var(--wp--preset--color--pale-cyan-blue) !important;}.has-vivid-cyan-blue-color{color: var(--wp--preset--color--vivid-cyan-blue) !important;}.has-vivid-purple-color{color: var(--wp--preset--color--vivid-purple) !important;}.has-black-background-color{background-color: var(--wp--preset--color--black) !important;}.has-cyan-bluish-gray-background-color{background-color: var(--wp--preset--color--cyan-bluish-gray) !important;}.has-white-background-color{background-color: var(--wp--preset--color--white) !important;}.has-pale-pink-background-color{background-color: var(--wp--preset--color--pale-pink) !important;}.has-vivid-red-background-color{background-color: var(--wp--preset--color--vivid-red) !important;}.has-luminous-vivid-orange-background-color{background-color: var(--wp--preset--color--luminous-vivid-orange) !important;}.has-luminous-vivid-amber-background-color{background-color: var(--wp--preset--color--luminous-vivid-amber) !important;}.has-light-green-cyan-background-color{background-color: var(--wp--preset--color--light-green-cyan) !important;}.has-vivid-green-cyan-background-color{background-color: var(--wp--preset--color--vivid-green-cyan) !important;}.has-pale-cyan-blue-background-color{background-color: var(--wp--preset--color--pale-cyan-blue) !important;}.has-vivid-cyan-blue-background-color{background-color: var(--wp--preset--color--vivid-cyan-blue) !important;}.has-vivid-purple-background-color{background-color: var(--wp--preset--color--vivid-purple) !important;}.has-black-border-color{border-color: var(--wp--preset--color--black) !important;}.has-cyan-bluish-gray-border-color{border-color: var(--wp--preset--color--cyan-bluish-gray) !important;}.has-white-border-color{border-color: var(--wp--preset--color--white) !important;}.has-pale-pink-border-color{border-color: var(--wp--preset--color--pale-pink) !important;}.has-vivid-red-border-color{border-color: var(--wp--preset--color--vivid-red) !important;}.has-luminous-vivid-orange-border-color{border-color: var(--wp--preset--color--luminous-vivid-orange) !important;}.has-luminous-vivid-amber-border-color{border-color: var(--wp--preset--color--luminous-vivid-amber) !important;}.has-light-green-cyan-border-color{border-color: var(--wp--preset--color--light-green-cyan) !important;}.has-vivid-green-cyan-border-color{border-color: var(--wp--preset--color--vivid-green-cyan) !important;}.has-pale-cyan-blue-border-color{border-color: var(--wp--preset--color--pale-cyan-blue) !important;}.has-vivid-cyan-blue-border-color{border-color: var(--wp--preset--color--vivid-cyan-blue) !important;}.has-vivid-purple-border-color{border-color: var(--wp--preset--color--vivid-purple) !important;}.has-vivid-cyan-blue-to-vivid-purple-gradient-background{background: var(--wp--preset--gradient--vivid-cyan-blue-to-vivid-purple) !important;}.has-light-green-cyan-to-vivid-green-cyan-gradient-background{background: var(--wp--preset--gradient--light-green-cyan-to-vivid-green-cyan) !important;}.has-luminous-vivid-amber-to-luminous-vivid-orange-gradient-background{background: var(--wp--preset--gradient--luminous-vivid-amber-to-luminous-vivid-orange) !important;}.has-luminous-vivid-orange-to-vivid-red-gradient-background{background: var(--wp--preset--gradient--luminous-vivid-orange-to-vivid-red) !important;}
220.has-very-light-gray-to-cyan-bluish-gray-gradient-background{background: var(--wp--preset--gradient--very-light-gray-to-cyan-bluish-gray) !important;}.has-cool-to-warm-spectrum-gradient-background{background: var(--wp--preset--gradient--cool-to-warm-spectrum) !important;}.has-blush-light-purple-gradient-background{background: var(--wp--preset--gradient--blush-light-purple) !important;}.has-blush-bordeaux-gradient-background{background: var(--wp--preset--gradient--blush-bordeaux) !important;}.has-luminous-dusk-gradient-background{background: var(--wp--preset--gradient--luminous-dusk) !important;}.has-pale-ocean-gradient-background{background: var(--wp--preset--gradient--pale-ocean) !important;}.has-electric-grass-gradient-background{background: var(--wp--preset--gradient--electric-grass) !important;}.has-midnight-gradient-background{background: var(--wp--preset--gradient--midnight) !important;}.has-small-font-size{font-size: var(--wp--preset--font-size--small) !important;}.has-medium-font-size{font-size: var(--wp--preset--font-size--medium) !important;}.has-large-font-size{font-size: var(--wp--preset--font-size--large) !important;}.has-x-large-font-size{font-size: var(--wp--preset--font-size--x-large) !important;}.has-albert-sans-font-family{font-family: var(--wp--preset--font-family--albert-sans) !important;}.has-alegreya-font-family{font-family: var(--wp--preset--font-family--alegreya) !important;}.has-arvo-font-family{font-family: var(--wp--preset--font-family--arvo) !important;}.has-bodoni-moda-font-family{font-family: var(--wp--preset--font-family--bodoni-moda) !important;}.has-bricolage-grotesque-font-family{font-family: var(--wp--preset--font-family--bricolage-grotesque) !important;}.has-cabin-font-family{font-family: var(--wp--preset--font-family--cabin) !important;}.has-chivo-font-family{font-family: var(--wp--preset--font-family--chivo) !important;}.has-commissioner-font-family{font-family: var(--wp--preset--font-family--commissioner) !important;}.has-cormorant-font-family{font-family: var(--wp--preset--font-family--cormorant) !important;}.has-courier-prime-font-family{font-family: var(--wp--preset--font-family--courier-prime) !important;}.has-crimson-pro-font-family{font-family: var(--wp--preset--font-family--crimson-pro) !important;}.has-dm-mono-font-family{font-family: var(--wp--preset--font-family--dm-mono) !important;}.has-dm-sans-font-family{font-family: var(--wp--preset--font-family--dm-sans) !important;}.has-dm-serif-display-font-family{font-family: var(--wp--preset--font-family--dm-serif-display) !important;}.has-domine-font-family{font-family: var(--wp--preset--font-family--domine) !important;}.has-eb-garamond-font-family{font-family: var(--wp--preset--font-family--eb-garamond) !important;}.has-epilogue-font-family{font-family: var(--wp--preset--font-family--epilogue) !important;}.has-fahkwang-font-family{font-family: var(--wp--preset--font-family--fahkwang) !important;}.has-figtree-font-family{font-family: var(--wp--preset--font-family--figtree) !important;}.has-fira-sans-font-family{font-family: var(--wp--preset--font-family--fira-sans) !important;}.has-fjalla-one-font-family{font-family: var(--wp--preset--font-family--fjalla-one) !important;}.has-fraunces-font-family{font-family: var(--wp--preset--font-family--fraunces) !important;}.has-gabarito-font-family{font-family: var(--wp--preset--font-family--gabarito) !important;}.has-ibm-plex-mono-font-family{font-family: var(--wp--preset--font-family--ibm-plex-mono) !important;}.has-ibm-plex-sans-font-family{font-family: var(--wp--preset--font-family--ibm-plex-sans) !important;}.has-ibarra-real-nova-font-family{font-family: var(--wp--preset--font-family--ibarra-real-nova) !important;}.has-instrument-serif-font-family{font-family: var(--wp--preset--font-family--instrument-serif) !important;}.has-inter-font-family{font-family: var(--wp--preset--font-family--inter) !important;}.has-josefin-sans-font-family{font-family: var(--wp--preset--font-family--josefin-sans) !important;}.has-jost-font-family{font-family: var(--wp--preset--font-family--jost) !important;}.has-libre-baskerville-font-family{font-family: var(--wp--preset--font-family--libre-baskerville) !important;}.has-libre-franklin-font-family{font-family: var(--wp--preset--font-family--libre-franklin) !important;}.has-literata-font-family{font-family: var(--wp--preset--font-family--literata) !important;}.has-lora-font-family{font-family: var(--wp--preset--font-family--lora) !important;}.has-merriweather-font-family{font-family: var(--wp--preset--font-family--merriweather) !important;}.has-montserrat-font-family{font-family: var(--wp--preset--font-family--montserrat) !important;}.has-newsreader-font-family{font-family: var(--wp--preset--font-family--newsreader) !important;}.has-noto-sans-mono-font-family{font-family: var(--wp--preset--font-family--noto-sans-mono) !important;}.has-nunito-font-family{font-family: var(--wp--preset--font-family--nunito) !important;}.has-open-sans-font-family{font-family: var(--wp--preset--font-family--open-sans) !important;}.has-overpass-font-family{font-family: var(--wp--preset--font-family--overpass) !important;}.has-pt-serif-font-family{font-family: var(--wp--preset--font-family--pt-serif) !important;}.has-petrona-font-family{font-family: var(--wp--preset--font-family--petrona) !important;}.has-piazzolla-font-family{font-family: var(--wp--preset--font-family--piazzolla) !important;}.has-playfair-display-font-family{font-family: var(--wp--preset--font-family--playfair-display) !important;}.has-plus-jakarta-sans-font-family{font-family: var(--wp--preset--font-family--plus-jakarta-sans) !important;}.has-poppins-font-family{font-family: var(--wp--preset--font-family--poppins) !important;}.has-raleway-font-family{font-family: var(--wp--preset--font-family--raleway) !important;}.has-roboto-font-family{font-family: var(--wp--preset--font-family--roboto) !important;}.has-roboto-slab-font-family{font-family: var(--wp--preset--font-family--roboto-slab) !important;}.has-rubik-font-family{font-family: var(--wp--preset--font-family--rubik) !important;}.has-rufina-font-family{font-family: var(--wp--preset--font-family--rufina) !important;}.has-sora-font-family{font-family: var(--wp--preset--font-family--sora) !important;}.has-source-sans-3-font-family{font-family: var(--wp--preset--font-family--source-sans-3) !important;}.has-source-serif-4-font-family{font-family: var(--wp--preset--font-family--source-serif-4) !important;}.has-space-mono-font-family{font-family: var(--wp--preset--font-family--space-mono) !important;}.has-syne-font-family{font-family: var(--wp--preset--font-family--syne) !important;}.has-texturina-font-family{font-family: var(--wp--preset--font-family--texturina) !important;}.has-urbanist-font-family{font-family: var(--wp--preset--font-family--urbanist) !important;}.has-work-sans-font-family{font-family: var(--wp--preset--font-family--work-sans) !important;}.has-light-text-shadow{text-shadow: var(--wp--preset--text-shadow--light) !important;}.has-strong-text-shadow{text-shadow: var(--wp--preset--text-shadow--strong) !important;}
221/*# sourceURL=global-styles-inline-css */
222</style>
223
224<link rel='stylesheet' id='edin-pt-sans-css' href='https://fonts-api.wp.com/css?family=PT+Sans%3A400%2C700%2C400italic%2C700italic&#038;subset=latin%2Clatin-ext' media='all' />
225<link rel='stylesheet' id='edin-pt-serif-css' href='https://fonts-api.wp.com/css?family=PT+Serif%3A400%2C700%2C400italic%2C700italic&#038;subset=latin%2Clatin-ext' media='all' />
226<link rel='stylesheet' id='edin-pt-mono-css' href='https://fonts-api.wp.com/css?family=PT+Mono&#038;subset=latin%2Clatin-ext' media='all' />
227<link crossorigin='anonymous' rel='stylesheet' id='all-css-20-1' href='/_static/??-eJyFjt0OwiAMRl9I7HYxuTI+imGsQyYUQiGLby9bvJg/mXff15zTFuYodKCMlCHf0CNDLD3gYAnGOl9TBY6a+QAb2BcRXTGWGCbMUen7qwMXgmuVwCBhslXg3/Fr5+cDnB8O/1LLqZUUc9TB732asHfB1GigUpu6JxkMwgWtsg30VsTolE2LevHnVsr21Miu6aYnvhF+8w==&cssminify=yes' type='text/css' media='all' />
228<link crossorigin='anonymous' rel='stylesheet' id='print-css-21-1' href='/wp-content/mu-plugins/global-print/global-print.css?m=1465851035i&cssminify=yes' type='text/css' media='print' />
229<style id="jetpack-global-styles-frontend-style-inline-css">
230:root { --font-headings: unset; --font-base: unset; --font-headings-default: -apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,Oxygen-Sans,Ubuntu,Cantarell,"Helvetica Neue",sans-serif; --font-base-default: -apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,Oxygen-Sans,Ubuntu,Cantarell,"Helvetica Neue",sans-serif;}
231/*# sourceURL=jetpack-global-styles-frontend-style-inline-css */
232</style>
233<link crossorigin='anonymous' rel='stylesheet' id='all-css-24-1' href='/wp-content/themes/h4/global.css?m=1420737423i&cssminify=yes' type='text/css' media='all' />
234<script id="wpcom-actionbar-placeholder-js-extra">
235var actionbardata = {"siteID":"42913976","postID":"0","siteURL":"https://evolvingitsm.com","xhrURL":"https://evolvingitsm.com/wp-admin/admin-ajax.php","nonce":"cc64b2a42d","isLoggedIn":"","statusMessage":"","statusSubscribed":"","subsEmailDefault":"instantly","proxyScriptUrl":"https://s0.wp.com/wp-content/js/wpcom-proxy-request.js?m=1513050504i&amp;ver=20211021","i18n":{"followedText":"New posts from this site will now appear in your \u003Ca href=\"https://wordpress.com/reader\"\u003EReader\u003C/a\u003E","foldBar":"Collapse this bar","unfoldBar":"Expand this bar","shortLinkCopied":"Copied to clipboard."}};
236//# sourceURL=wpcom-actionbar-placeholder-js-extra
237</script>
vendor: 1 bytes, line 237
237
238<script id="jetpack-mu-wpcom-settings-js-before">
239var JETPACK_MU_WPCOM_SETTINGS = {"assetsUrl":"https://s1.wp.com/wp-content/mu-plugins/jetpack-mu-wpcom-plugin/sun/jetpack_vendor/automattic/jetpack-mu-wpcom/src/build/"};
240//# sourceURL=jetpack-mu-wpcom-settings-js-before
241</script>
vendor: 1 bytes, line 241
241
242<script crossorigin='anonymous' type='text/javascript'  src='/_static/??-eJyFjUEOwiAQRS/kdFSidWM8CwIhEBhwBlp7e9uoiTtXb/Ff3se5ginUHDWMgpwaVC7PZYiyw3ULZFK3TrYxPrrj5YMhB/orQQ6edXO/8vftnoqHmroPJDgXttoKmKRF3iGTK07HDUCFwNvKa+KWr4fxsj+dR6VUfAGZHkVc'></script>
vendor: 1 bytes, line 242
242
243<script id="rlt-proxy-js-after">
244	rltInitialize( {"token":null,"iframeOrigins":["https:\/\/widgets.wp.com"]} );
245//# sourceURL=rlt-proxy-js-after
246</script>
246
247<link rel="EditURI" type="application/rsd+xml" title="RSD" href="https://evolvingitsm.wordpress.com/xmlrpc.php?rsd" />
248<meta name="generator" content="WordPress.com" />
249
250<!-- Jetpack Open Graph Tags -->
251<meta property="og:type" content="website" />
252<meta property="og:title" content="IT Service Management &#8211; Evolving ITSM" />
253<meta property="og:url" content="https://evolvingitsm.com/category/it-service-management/" />
254<meta property="og:site_name" content="Evolving ITSM" />
255<meta property="og:image" content="https://s0.wp.com/i/blank.jpg?m=1383295312i" />
256<meta property="og:image:width" content="200" />
257<meta property="og:image:height" content="200" />
258<meta property="og:image:alt" content="" />
259<meta property="og:locale" content="en_US" />
260<meta name="twitter:creator" content="@JonHall_" />
261<meta name="twitter:site" content="@JonHall_" />
262
263<!-- End Jetpack Open Graph Tags -->
264<link rel="shortcut icon" type="image/x-icon" href="https://s1.wp.com/i/favicon.ico?m=1713425267i" sizes="16x16 24x24 32x32 48x48" />
265<link rel="icon" type="image/x-icon" href="https://s1.wp.com/i/favicon.ico?m=1713425267i" sizes="16x16 24x24 32x32 48x48" />
266<link rel="apple-touch-icon" href="https://s2.wp.com/i/webclip.png?m=1713868326i" />
267<link rel='openid.server' href='https://evolvingitsm.com/?openidserver=1' />
268<link rel='openid.delegate' href='https://evolvingitsm.com/' />
269<link rel="search" type="application/opensearchdescription+xml" href="https://evolvingitsm.com/osd.xml" title="Evolving ITSM" />
270<link rel="search" type="application/opensearchdescription+xml" href="https://s1.wp.com/opensearch.xml" title="WordPress.com" />
271		<style type="text/css">
272			.recentcomments a {
273				display: inline !important;
274				padding: 0 !important;
275				margin: 0 !important;
276			}
277
278			table.recentcommentsavatartop img.avatar, table.recentcommentsavatarend img.avatar {
279				border: 0px;
280				margin: 0;
281			}
282
283			table.recentcommentsavatartop a, table.recentcommentsavatarend a {
284				border: 0px !important;
285				background-color: transparent !important;
286			}
287
288			td.recentcommentsavatarend, td.recentcommentsavatartop {
289				padding: 0px 0px 1px 0px;
290				margin: 0px;
291			}
292
293			td.recentcommentstextend {
294				border: none !important;
295				padding: 0px 0px 2px 10px;
296			}
297
298			.rtl td.recentcommentstextend {
299				padding: 0px 10px 2px 0px;
300			}
301
302			td.recentcommentstexttop {
303				border: none;
304				padding: 0px 0px 0px 10px;
305			}
306
307			.rtl td.recentcommentstexttop {
308				padding: 0px 10px 0px 0px;
309			}
310		</style>
311		<meta name="description" content="Posts about IT Service Management written by Jon Hall" />
312<script>
313var wa_client = {}; wa_client.cmd = []; wa_client.config = { 'blog_id': 42913976, 'blog_language': 'en', 'is_wordads': false, 'hosting_type': 0, 'afp_account_id': null, 'afp_host_id': 5038568878849053, 'theme': 'pub/edin', '_': { 'title': 'Advertisement', 'privacy_settings': 'Privacy Settings' }, 'formats': [ 'belowpost', 'bottom_sticky', 'sidebar_sticky_right', 'sidebar', 'gutenberg_rectangle', 'gutenberg_leaderboard', 'gutenberg_mobile_leaderboard', 'gutenberg_skyscraper' ] };
314</script>
314
315		
315<script type="text/javascript">
316
317			window.doNotSellCallback = function() {
318
319				var linkElements = [
320					'a[href="https://wordpress.com/?ref=footer_blog"]',
321					'a[href="https://wordpress.com/?ref=footer_website"]',
322					'a[href="https://wordpress.com/?ref=vertical_footer"]',
323					'a[href^="https://wordpress.com/?ref=footer_segment_"]',
324				].join(',');
325
326				var dnsLink = document.createElement( 'a' );
327				dnsLink.href = 'https://wordpress.com/advertising-program-optout/';
328				dnsLink.classList.add( 'do-not-sell-link' );
329				dnsLink.rel = 'nofollow';
330				dnsLink.style.marginLeft = '0.5em';
331				dnsLink.textContent = 'Do Not Sell or Share My Personal Information';
332
333				var creditLinks = document.querySelectorAll( linkElements );
334
335				if ( 0 === creditLinks.length ) {
336					return false;
337				}
338
339				Array.prototype.forEach.call( creditLinks, function( el ) {
340					el.insertAdjacentElement( 'afterend', dnsLink );
341				});
342
343				return true;
344			};
345
346		</script>
346
347		
347<script type="text/javascript">
348	window.google_analytics_uacct = "UA-52447-2";
349</script>
349
350
351<script type="text/javascript">
352	var _gaq = _gaq || [];
353	_gaq.push(['_setAccount', 'UA-52447-2']);
354	_gaq.push(['_gat._anonymizeIp']);
355	_gaq.push(['_setDomainName', 'none']);
356	_gaq.push(['_setAllowLinker', true]);
357	_gaq.push(['_initData']);
358	_gaq.push(['_trackPageview']);
359
360	(function() {
361		var ga = document.createElement('script'); ga.type = 'text/javascript'; ga.async = true;
362		ga.src = ('https:' == document.location.protocol ? 'https://ssl' : 'http://www') + '.google-analytics.com/ga.js';
363		(document.getElementsByTagName('head')[0] || document.getElementsByTagName('body')[0]).appendChild(ga);
364	})();
365</script>
365
366<link crossorigin='anonymous' rel='stylesheet' id='all-css-0-4' href='/_static/??-eJydzNEKwjAMheEXskaxMHchPorULIxuaVqahuHbj4HuUsTL/3D4YCkOszSSBslcYRujKEzUSsD53aAm8IiC8OSMs4IusVA9ouoBfgZSHoxJAUPNpsT75zP86bXINLgxMFN9favNv6fbuetPV+/7i59WUeBfYw==&cssminify=yes' type='text/css' media='all' />
367
368</head>
369
370<body class="archive category category-it-service-management category-865809 wp-theme-pubedin customizer-styles-applied navigation-default no-header-navigation sidebar-right jetpack-reblog-enabled">
371<div id="page" class="hfeed site">
372	<a class="skip-link screen-reader-text" href="#content">Skip to content</a>
373
374	
375	<header id="masthead" class="site-header" role="banner">
376		
377		
378		<div class="header-wrapper clear">
379			<div class="site-branding">
380				<a href="https://evolvingitsm.com/" class="site-logo-link" rel="home" itemprop="url"></a>						<p class="site-title"><a href="https://evolvingitsm.com/" rel="home">Evolving ITSM</a></p>
381											<p class="site-description">Commentary, thoughts, stories and discussion from the changing world of IT service delivery.</p>
382								</div><!-- .site-branding -->
383
384			
385					</div><!-- .header-wrapper -->
386	</header><!-- #masthead -->
387
388	<div id="content" class="site-content">
389
390	<div class="hero without-featured-image">
391		
392			<div class="hero-wrapper">
393				<h1 class="page-title">
394					IT Service Management				</h1>
395							</div>
396
397			</div><!-- .hero -->
398
399	<div class="content-wrapper clear">
400
401		<div id="primary" class="content-area">
402			<main id="main" class="site-main" role="main">
403
404				
405										
406						
407<article id="post-1442" class="post-1442 post type-post status-publish format-standard hentry category-devops category-it-service-management">
408	<header class="entry-header">
409		<h2 class="entry-title"><a href="https://evolvingitsm.com/2016/09/06/weve-been-getting-devops-vs-itil-wrong/" rel="bookmark">We’ve been getting “DevOps vs ITIL”&nbsp;wrong</a></h2>
410				<div class="entry-meta">
411			<span class="posted-on">Posted on <a href="https://evolvingitsm.com/2016/09/06/weve-been-getting-devops-vs-itil-wrong/" rel="bookmark"><time class="entry-date published" datetime="2016-09-06T20:51:08+00:00">September 6, 2016</time><time class="updated" datetime="2016-09-07T13:25:22+00:00">September 7, 2016</time></a></span><span class="byline"> by <span class="author vcard"><a class="url fn n" href="https://evolvingitsm.com/author/jonhalluk/">Jon Hall</a></span></span>		</div><!-- .entry-meta -->
412			</header><!-- .entry-header -->
413
414	
415	<a class="post-thumbnail" href="https://evolvingitsm.com/2016/09/06/weve-been-getting-devops-vs-itil-wrong/">
416			</a>
417
418
419	<div class="entry-content">
420		<p id="90bc" class="graf--h3 graf--leading graf--title">At DevOps conferences, I’ve observed some very negative sentiment about <a class="markup--anchor markup--p-anchor" href="https://www.axelos.com/best-practice-solutions/itil" target="_blank" rel="nofollow">ITIL</a> and <a class="markup--anchor markup--p-anchor" href="https://en.wikipedia.org/wiki/IT_service_management" target="_blank" rel="nofollow">ITSM</a>. In particular, the Change Advisory Board is frequently cited as a symbol of ITSM’s anachronistic bureaucracy. They have a point. Enterprise IT support organisations are seen as slow, siloed, structures built around an outdated three-tier application model.</p>
421<p id="22e3" class="graf--p graf-after--p">None of this should be a surprise. The <a class="markup--anchor markup--p-anchor" href="http://agilemanifesto.org/" target="_blank" rel="nofollow">Agile Manifesto</a>, effectively the DevOps movement’s Declaration of Independence, explicitly values individualism over process, and reactiveness over structure. The manifesto is the specific antithesis of the traits seen in that negative perception of ITSM.</p>
422<p id="ec27" class="graf--p graf-after--p">ITSM commentary on DevOps, meanwhile, is inconsistent, ranging from outright confusion to sheer overconfidence. The complaints of the DevOps community are frequently acknowledged, but they are often waved away on the basis that ITSM is <a class="markup--anchor markup--p-anchor" href="http://etherealmind.com/why-i-hate-itil-so-much/#comment-8873" target="_blank" rel="nofollow">“just a framework”</a>, and hence it should be perfectly possible to fit Devops within that framework. If that doesn’t work, the framework must have been implemented badly. Again, this is a reasonable point.</p>
423<p id="f477" class="graf--p graf-after--p">But there’s a recurring problem with the debate: it tends to focus primarily on processes: two ITIL processes in particular. ITSM commentators frequently argue that Change Management already supports the notion of automated, pre-approved changes. DevOps “<a class="markup--anchor markup--p-anchor" href="http://www.computerworld.com.au/article/593813/devops-vs-itil/" target="_blank" rel="nofollow">is just mature ITIL Release Management</a>”, stated an opinion piece in the Australian edition of Computerworld (a remarkable assertion, but we’ll come to that later). Some of the more robust sceptics in the DevOps community focus on <a class="markup--anchor markup--p-anchor" href="http://etherealmind.com/why-i-hate-itil-so-much/" target="_blank" rel="nofollow">ITSM’s process silos</a> and their incompatibility with the new agility in software development.</p>
424<p id="0f2b" class="graf--p graf-after--p">Certainly, the ITSM community has to realise that there is a revolution happening in software production. Here are some statements which are easy to back up with real-world evidence:</p>
425<ul class="postList">
426<li id="0b0d" class="graf--li graf-after--p">DevOps methodology fundamentally improves some of the inefficiencies of old, waterfall-driven processes.</li>
427<li id="01dd" class="graf--li graf-after--li">Slow, unnecessarily cumbersome processes are expensive in themselves, and they create opportunity costs by stifling innovation.</li>
428<li id="aef2" class="graf--li graf-after--li">Agile, autonomous teams of developers are unleashing creativity and innovation at a new pace.</li>
429<li id="a927" class="graf--li graf-after--li">By enabling small, point releases, systems are growing in a more resilient way than monolithic releases tended to achieve.</li>
430</ul>
431<p id="77cc" class="graf--p graf-after--li">Unarguably, the new methodology is highlighting the shortcomings of the old. 
431Can anyone argue today that a Change Advisory Board made of humans, collating verbal assurances from other humans, is preferable to an effective, fully-automated assurance process, <a class="markup--anchor markup--p-anchor" href="http://devops.com/2014/07/29/continuous-delivery-pipeline/" target="_blank" rel="nofollow">seamlessly integrated with the release pipeline?</a></p>
432<p id="d765" class="graf--p graf-after--p">We know, then, that DevOps methods dramatically improve the speed and reliability with which technology change can increase business value. But that’s where the arguments on both sides start to wear thin. What <em class="markup--em markup--p-em">is</em> that business value? How do we identify it, measure it, and assure its delivery?</p>
433<p id="5abe" class="graf--p graf-after--p">In my experience, there is little mention of the customer at DevOps events. DevOps is seen, correctly, as a new and improved way to drive business value from software development, but the thinking feels very “bottom up”. ITSM commentators seem to have taken the same starting point: drilling into minutiae of process without really considering the value that ITSM should be looking to bring to the new world.</p>
434<p id="0643" class="graf--p graf-after--p">To highlight why a lack of service context is a problem, let’s take the simple example of frontline support. When developers push out an incremental release to a product, customers start to use it. No matter how robust the testing of that release was, some of those customers will encounter issues that need support (not every issue is caused by a bug that was missed in testing, after all).</p>
435<p id="ee5a" class="graf--p graf-after--p">The Service Desk will of course try to absorb many of those issues at the first step. That is one of its fundamental aims. To do this effectively, it needs to have reasonable situational awareness of what has been changing. It is not optimal for the Service Desk only to become aware of a change when the calls start coming in. Ideally, they should be armed with knowledge of how to deal with those issues.</p>
436<p id="f380" class="graf--p graf-after--p">No matter how effective the first line of support is, some issues will get to the application team. Those issues will vary, as will the level of pain that each is causing. Triage is required, and that is only possible if there a clear understanding of the business and customer perspective.</p>
437<p id="85d6" class="graf--p graf-after--p">Facing a queue of two tickets, or ten tickets, or one hundred tickets, the application team has to decide what to do first. This is where things start to unravel for an idealistic, full-stack, “you break it, you fix it” devops team. Which issues are causing business damage? Which are the most time critical? Which can be deferred? How much time should we spend on this stuff at the cost of moving the product forward? This is the stuff that ITSM ought to be able to provide.</p>
438<p id="1aba" class="graf--p graf-after--p">Effective Service Management in any industry starts with a fundamental understanding of the <em class="markup--em markup--p-em">customer. </em>Who are they? What makes them successful? What makes them tell other potential customers how great you are? What annoys them? What hurts them? What will trigger them to ask for a refund? What makes them go elsewhere altogether? And, importantly: what is it that we are obligated to provide them with?</p>
439<p id="199b" class="graf--p graf-after--p">An understanding of our service provision is fundamental to creating and delivering innovative solutions, and supporting them once they are there. This is where ITSM can lead, assist, and benefit the people pushing development forward.</p>
440<p id="1784" class="graf--p graf-after--p">The “S” in ITSM stands for “service”, not process. The heavy focus on process in this discussion (particularly two specific process, close to the point of deployment) has been a big mistake by both communities. It is wholly incorrect to state that DevOps is predominantly contained within Release and Change Management. Code does not appear appear spontaneously in a vacuum. A whole set of interconnected events lead to its creation.</p>
441<p id="3b6f" class="graf--p graf-after--p">I have been in IT for two decades, and the DevOps movement is by the biggest transformation in software development methodology in that time <em class="markup--em markup--p-em">(I still have the textbooks from my 1990s university Computing course. These twenty-year-old tomes admonis
441h the experimenting “hacker” and urge the systems analyst to complete comprehensive designs before a line of code is written, as if building software was perhaps equivalent to constructing a suspension bridge</em>).</p>
442<p id="6343" class="graf--p graf-after--p">The cultural change brought by DevOps involves the whole technology department… the whole enterprise, in fact. Roles change, expectations change. There are questions about how to align processes, governance and support. We need to think about the structure of our teams in a post three-tier world. We need to consider new support methodologies like swarming. We need to thread knowledge management and collaboration through our organizations in innovative new ways.</p>
443<p id="db37" class="graf--p graf-after--p graf--last">But the one thing we <em class="markup--em markup--p-em">really</em> must do is to start with the customer.</p>
444	</div><!-- .entry-content -->
445
446	<footer class="entry-footer">
447		<span class="cat-links">Posted in <a href="https://evolvingitsm.com/category/devops/" rel="category tag">DevOps</a>, <a href="https://evolvingitsm.com/category/it-service-management/" rel="category tag">IT Service Management</a></span><span class="comments-link"><a href="https://evolvingitsm.com/2016/09/06/weve-been-getting-devops-vs-itil-wrong/#respond">Leave a comment</a></span>	</footer><!-- .entry-footer -->
448</article><!-- #post-## -->
449
450					
451						
452<article id="post-1432" class="post-1432 post type-post status-publish format-standard has-post-thumbnail hentry category-it-asset-management-2 category-it-service-management tag-digital-service-management tag-it-asset-management tag-itsm">
453	<header class="entry-header">
454		<h2 class="entry-title"><a href="https://evolvingitsm.com/2015/09/11/knowing-what-you-dont-know/" rel="bookmark">Knowing what you DON&#8217;T&nbsp;know</a></h2>
455				<div class="entry-meta">
456			<span class="posted-on">Posted on <a href="https://evolvingitsm.com/2015/09/11/knowing-what-you-dont-know/" rel="bookmark"><time class="entry-date published" datetime="2015-09-11T01:17:47+00:00">September 11, 2015</time><time class="updated" datetime="2015-09-16T20:26:20+00:00">September 16, 2015</time></a></span><span class="byline"> by <span class="author vcard"><a class="url fn n" href="https://evolvingitsm.com/author/jonhalluk/">Jon Hall</a></span></span>		</div><!-- .entry-meta -->
457			</header><!-- .entry-header -->
458
459	
460	<a class="post-thumbnail" href="https://evolvingitsm.com/2015/09/11/knowing-what-you-dont-know/">
461		<img width="420" height="420" src="https://evolvingitsm.com/wp-content/uploads/2015/09/screen-shot-2015-09-10-at-18-15-41.png?w=420" class="attachment-edin-featured-image size-edin-featured-image wp-post-image" alt="Question Mark" decoding="async" srcset="https://evolvingitsm.com/wp-content/uploads/2015/09/screen-shot-2015-09-10-at-18-15-41.png 420w, https://evolvingitsm.com/wp-content/uploads/2015/09/screen-shot-2015-09-10-at-18-15-41.png?w=150 150w, https://evolvingitsm.com/wp-content/uploads/2015/09/screen-shot-2015-09-10-at-18-15-41.png?w=300 300w" sizes="(max-width: 420px) 100vw, 420px" data-attachment-id="1438" data-permalink="https://evolvingitsm.com/2015/09/11/knowing-what-you-dont-know/screen-shot-2015-09-10-at-18-15-41/" data-orig-file="https://evolvingitsm.com/wp-content/uploads/2015/09/screen-shot-2015-09-10-at-18-15-41.png" data-orig-size="420,420" data-comments-opened="1" data-image-title="Question Mark" data-image-description="" data-image-caption="" data-large-file="https://evolvingitsm.com/wp-content/uploads/2015/09/screen-shot-2015-09-10-at-18-15-41.png?w=420" />	</a>
462
463
464	<div class="entry-content">
465		<p>I presented an Asset Management breakout session at the <a href="http://engage.bmc.com/">BMC Engage</a> conference in Las Vegas today.  The slides are here:</p>
466<div class="embed-slideshare"><iframe title="BMC Engage 2015: IT Asset Management - An essential pillar for the digital enterprise" src="https://www.slideshare.net/slideshow/embed_code/key/16xG9R1T1Dh2Wq" width="427" height="356" frameborder="0" marginwidth="0" marginheight="0" scrolling="no" style="border:1px solid #CCC; border-width:1px; margin-bottom:5px; max-width: 100%;" allowfullscreen> </iframe> </p>
467<div style="margin-bottom:5px"> <strong> <a href="https://www.slideshare.net/JonHall7/bmc-engage-2015-it-asset-management-an-e
467ssential-pillar-for-the-digital-enterprise" title="BMC Engage 2015: IT Asset Management - An essential pillar for the digital enterprise" target="_blank">BMC Engage 2015: IT Asset Management &#8211; An essential pillar for the digital enterprise</a> </strong> from <strong><a href="https://www.slideshare.net/JonHall7" target="_blank">Jon Stevens-Hall</a></strong> </div>
468</div>
469<p>An interesting question came up at the end: What percentage accuracy is good enough, in an IT Asset Management system?  It&#8217;s a question that might get many different answers.  Context is important: you might expect a much higher percentage (maybe 98%?) in a datacentre, but it&#8217;s not so realistic to achieve that for client devices which are less governable&#8230; and more likely to be locked away in forgotten drawers.</p>
470<p>However, I think any percentage figure is pretty meaningless without another important detail: a good understanding of what you <strong>don&#8217;t</strong> know. Understanding what makes up the percentage of things that you <em>don&#8217;t</em> have accurate data on is arguably just as important as achieving a good positive score.</p>
471<p>One of the key points of my presentation is that there has been a rapid broadening of the entities that might be defined as an IT Asset:</p>
472<p><a href="https://evolvingitsm.com/wp-content/uploads/2015/09/screen-shot-2015-09-10-at-18-00-13.png"><img data-attachment-id="1434" data-permalink="https://evolvingitsm.com/2015/09/11/knowing-what-you-dont-know/screen-shot-2015-09-10-at-18-00-13/" data-orig-file="https://evolvingitsm.com/wp-content/uploads/2015/09/screen-shot-2015-09-10-at-18-00-13.png" data-orig-size="1286,519" data-comments-opened="1" data-image-title="The evolution of IT Assets" data-image-description="" data-image-caption="" data-large-file="https://evolvingitsm.com/wp-content/uploads/2015/09/screen-shot-2015-09-10-at-18-00-13.png?w=648" loading="lazy" class="alignnone size-full wp-image-1434" src="https://evolvingitsm.com/wp-content/uploads/2015/09/screen-shot-2015-09-10-at-18-00-13.png?w=648" alt="The evolution of IT Assets"   srcset="https://evolvingitsm.com/wp-content/uploads/2015/09/screen-shot-2015-09-10-at-18-00-13.png?w=660&amp;h=266 660w, https://evolvingitsm.com/wp-content/uploads/2015/09/screen-shot-2015-09-10-at-18-00-13.png?w=150&amp;h=61 150w, https://evolvingitsm.com/wp-content/uploads/2015/09/screen-shot-2015-09-10-at-18-00-13.png?w=300&amp;h=121 300w, https://evolvingitsm.com/wp-content/uploads/2015/09/screen-shot-2015-09-10-at-18-00-13.png?w=768&amp;h=310 768w, https://evolvingitsm.com/wp-content/uploads/2015/09/screen-shot-2015-09-10-at-18-00-13.png?w=1024&amp;h=413 1024w, https://evolvingitsm.com/wp-content/uploads/2015/09/screen-shot-2015-09-10-at-18-00-13.png 1286w" sizes="(max-width: 660px) 100vw, 660px" /></a></p>
473<p>The digital services of today and the future will likely be underpinned by a broader range of Asset types than ever.  A single service, when triggered, may touch everything from a 30-year-old mainframe to a seconds-old Docker instance. Any or all of those underpinning components may be of importance to the IT Asset Manager. After all, they cost money. They may trigger licensing requirements. They need to be supported. The Service Desk may need to log tickets against them.</p>
474<p>The trouble is, not all of the new devices can be identified, discovered and managed in the same way as the old ones.  The &#8220;discover and reconcile&#8221; approach to Asset data maintenance still works for many Asset types, but we may need a completely different approach for new Asset classes like SaaS services, or volatile container instances.</p>
475<p>The IT Asset Manager may not be able to solve all those problems.  They may not even be in a position to have visibility, particularly if IT has lots its overarching governance role over what Assets come into use in the organization (SkyHigh Networks most recent <a href="https://www.skyhighnetworks.com/cloud-report/">Cloud Adoption and Risk Report </a>puts the average number of Cloud Services in use in an enterprise at almost <strong>1100</strong>. Does anyone think IT has oversight over all of those, anywhere?).</p>
476<p>However, it&#8217;s still important to understand and communicate those limitations.  With CIOs increasingly focused on ITAM-dependent data such as the overall cost of running a digital service, any blind spots should be identified, understood, and communicated. It&#8217;s professional, it&#8217;s helpful, it enables a case to be made for corrective action, and it avoids something that senior IT executives hate: surprises.</p>
477<p><em>Question mark image courtesy <a href="https://www.flickr.com/photos/uncut/16926192/">Cesar Bojorquez</a>
477 on Flickr. Used under Creative Commons licensing.</em></p>
478<div id="atatags-370373-6ac4806030ff9">
479		
479<script type="text/javascript">
480			__ATA = window.__ATA || {};
481			__ATA.cmd = window.__ATA.cmd || [];
482			__ATA.cmd.push(function() {
483				__ATA.initVideoSlot('atatags-370373-6ac4806030ff9', {
484					sectionId: '370373',
485					format: 'inread'
486				});
487			});
488		</script>
488
489	</div>	</div><!-- .entry-content -->
490
491	<footer class="entry-footer">
492		<span class="cat-links">Posted in <a href="https://evolvingitsm.com/category/it-asset-management-2/" rel="category tag">IT Asset Management</a>, <a href="https://evolvingitsm.com/category/it-service-management/" rel="category tag">IT Service Management</a></span><span class="tags-links">Tagged <a href="https://evolvingitsm.com/tag/digital-service-management/" rel="tag">Digital Service Management</a>, <a href="https://evolvingitsm.com/tag/it-asset-management/" rel="tag">it asset management</a>, <a href="https://evolvingitsm.com/tag/itsm/" rel="tag">itsm</a></span><span class="comments-link"><a href="https://evolvingitsm.com/2015/09/11/knowing-what-you-dont-know/#comments">1 Comment</a></span>	</footer><!-- .entry-footer -->
493</article><!-- #post-## -->
494
495					
496						
497<article id="post-1371" class="post-1371 post type-post status-publish format-standard has-post-thumbnail hentry category-it-service-management category-social-it tag-itsm tag-itsm-mobility tag-mobility tag-smartphone">
498	<header class="entry-header">
499		<h2 class="entry-title"><a href="https://evolvingitsm.com/2014/11/27/mobile-itsm-is-not-only-about-field-support-its-about-everyone/" rel="bookmark">Mobile ITSM isn&#8217;t only about field support: It’s about&nbsp;everyone.</a></h2>
500				<div class="entry-meta">
501			<span class="posted-on">Posted on <a href="https://evolvingitsm.com/2014/11/27/mobile-itsm-is-not-only-about-field-support-its-about-everyone/" rel="bookmark"><time class="entry-date published" datetime="2014-11-27T17:10:02+00:00">November 27, 2014</time><time class="updated" datetime="2015-05-27T23:27:53+00:00">May 27, 2015</time></a></span><span class="byline"> by <span class="author vcard"><a class="url fn n" href="https://evolvingitsm.com/author/jonhalluk/">Jon Hall</a></span></span>		</div><!-- .entry-meta -->
502			</header><!-- .entry-header -->
503
504	
505	<a class="post-thumbnail" href="https://evolvingitsm.com/2014/11/27/mobile-itsm-is-not-only-about-field-support-its-about-everyone/">
506		<img width="648" height="381" src="https://evolvingitsm.com/wp-content/uploads/2014/11/screen-shot-2014-11-27-at-17-07-41.png?w=648" class="attachment-edin-featured-image size-edin-featured-image wp-post-image" alt="iPhone 6" decoding="async" loading="lazy" srcset="https://evolvingitsm.com/wp-content/uploads/2014/11/screen-shot-2014-11-27-at-17-07-41.png?w=648 648w, https://evolvingitsm.com/wp-content/uploads/2014/11/screen-shot-2014-11-27-at-17-07-41.png?w=150 150w, https://evolvingitsm.com/wp-content/uploads/2014/11/screen-shot-2014-11-27-at-17-07-41.png?w=300 300w, https://evolvingitsm.com/wp-content/uploads/2014/11/screen-shot-2014-11-27-at-17-07-41.png?w=768 768w, https://evolvingitsm.com/wp-content/uploads/2014/11/screen-shot-2014-11-27-at-17-07-41.png 785w" sizes="auto, (max-width: 648px) 100vw, 648px" data-attachment-id="1372" data-permalink="https://evolvingitsm.com/2014/11/27/mobile-itsm-is-not-only-about-field-support-its-about-everyone/screen-shot-2014-11-27-at-17-07-41/" data-orig-file="https://evolvingitsm.com/wp-content/uploads/2014/11/screen-shot-2014-11-27-at-17-07-41.png" data-orig-size="785,462" data-comments-opened="1" data-image-title="iPhone 6" data-image-description="" data-image-caption="" data-large-file="https://evolvingitsm.com/wp-content/uploads/2014/11/screen-shot-2014-11-27-at-17-07-41.png?w=648" />	</a>
507
508
509	<div class="entry-content">
510		<p><strong>When we built the new Smart IT UX for BMC Remedy, we were determined to allow <em>ALL</em> IT Support Workers to be Mobile. Why? Because everyone can benefit from mobility.</strong></p>
511<p>In the short history of enterprise mobility, mobile business applications have generally focused on two specific user groups. The first is the group of users for whom being on the road is the bulk of their job, such as field engineers: they go to a location, perform some tasks, move on to the next place.</p>
512<p>The second group is those who might be based at a desk in an office, but who move around through a series of meetings, on and off-site. For these users, the primary purpose of mobility has been continuity of communication (with the weapon of choice having historically been the keyboard-equipped Blackberry).</p>
513<p>For most other users, performing most other business tasks, the desktop computer (or desk-based notebook computer) still remained the key delivery mechanism for business applications.</p>
514<p>Today, this is an outdated philosophy.</p>
515<p>I recently stood in a lift at a customer’s office. There were four people in that elevator, and there were seven smartphones on display.  Okay, two of them were mine (I’m a mobility product manager, after all), but that is still a notable average.</p>
516<p>Even in the short moment offered by a journey of just a few floors, those office-based employees found a moment to communicate. Whether that c
516ommunication was work-based or personal, one-way or two-way, is irrelevant. The point is that the time was being used to perform those tasks in a way that could not have happened just a few years ago.</p>
517<p>In the December 2014/January 2015 edition of Fast Company, Larry Erwin, a Business Development Executive with Google, points out:</p>
518<p><em>“When I was a kid growing up back in the ’90s, I was the only kid on my block with a Tandy 1000. Now kids who are 15, 16 years old have a supercomputer in their pocket”</em></p>
519<p>The opportunity for business software tools to take advantage of that new computing power is huge, and growing. The very structure of the traditional office is under pressure, as users become more mobile and more technology enabled. That generation of teenagers will soon enter the workplace having had a completely different, and more universal grounding in technology than we select geeks who owned the Tandy 1000s and Sinclair Spectrums of yesteryear.</p>
520<p>Mobility has already become a primary means of service consumption for customers, across a swathe of industries. Consider the process of taking a flight: with many airlines, the entire customer experience has been mobilized. Forrester Research outlined this beautifully in a 2014 illustration charting the timeline of mobile engagement for the airline passenger:</p>
521<ul>
522<li><strong>-2 Weeks:</strong> Book ticket, change reservation</li>
523<li><strong>-2 Days:</strong> Change seat, request upgrade</li>
524<li><strong>-2 Hours:</strong> Check in, check gate, departure time, lounge access</li>
525<li><strong>Flight:</strong> Arrival time, food order, movies, wi-fi, duty free</li>
526<li><strong>+2 Hours:</strong> Ground transport, lost luggage, navigation</li>
527<li><strong>+2 Days:</strong> Mileage status, reward travel, upcoming reservations</li>
528<li><strong>+2 Weeks:</strong> Mileage points earned, customer satisfaction survey<br />
529<em>(Source: Forrester)</em></li>
530</ul>
531<p>Mobility for the consumer is now table stakes. So why not extend this to the people serving those consumers? Mobility, simply, provides great opportunities to enhance the role of the service representative.</p>
532<p>When I arrived at a Westin Hotel in Chicago last month, I needed to speak with reception, and joined the line of people at the check-in desk. However, I was approached by a staff member with an iPad. They were quickly able to answer my question. The Starwood Hotels group, he told me, aims to keep its hotel staff on their feet, closer to customers, delivering service in a more dynamic way. Even the group’s CEO, Fritz van Paasschen, has abandoned his desk and PC: <a href="http://online.wsj.com/articles/the-post-pc-ceo-no-desk-no-desktop-1416424091" target="_blank">a Wall Street Journal article in November 2014 </a>revealed that he works entirely on tablet and smartphone (van Paasschen’s office contains no desk – just a boardroom table and a couch).</p>
533<p>In an IT Service Management environment, the case for mobility for field support users has long been clear: the alternative being a hotch-potch of printed dockets, slow communication, and inconvenient (or omitted) retrospective updates to systems of record, back at a field office.</p>
534<p>But even in the office, it’s important to realise that good IT service, like all good customer service, combines communication, expertise, initiative and process. Many people involved in that process are not at their desk all day: they may be in meetings, or travelling between sites, or sitting with colleagues.</p>
535<p>If those people can only access their support tools from their desk, then gaps appear. Twenty minutes waiting for input from an approver or technical expert could amount to twenty minutes more waiting time for the customer, or even a missed window to communicate with the next person in the chain (and hence an even bigger gap). Mobilising people – properly – fills those gaps, even in the office. And, as the IT department’s customers get more mobile, the best way to support them is often to become more mobile.</p>
536<p>When we built the Smart IT interface for BMC Remedy, released in September 2014, this was the philosophy of our mobile approach: ITSM should be mobile for every user, whether they are field support technicians roaming a wide area, or a service desk agent taking a five minute break at the coffee machine.</p>
537<p>The tool needed to provide all the features they need, including comprehensive teamwork features and assistiveness, so that they are never forces to find a desk or wait for the slow boot-up of a traditional PC. We released the tablet version of Smart IT on day one, and the phone version, scheduled to be live in December 2014, has been already received a great reception in demonstrations at customer events. As with Smart IT in general, there’s no additional cost over and above a standard Remedy ITSM license.</p>
538<p>Our work with our ITSM customers has shown us, and them, that there are huge and real business benefits to seamless and comprehensive mobile experience. Time not spent in front of a PC no longer needs to be time spent not helping customers.</p>
539<p>Properly equipped, an increasingly mobile-focused user base is sure to find those benefits, and that means faster, better outcomes for IT’s customers.</p>
540	</div><!-- .entry-content -->
541
542	<footer class="entry-footer">
543		<span class="cat-links">Posted in <a href="https://evolvingitsm.com/category/it-service-management/" rel="category tag">IT Service Management</a>, <a href="https://evolvingitsm.com/category/social-it/" rel="category tag">Social IT</a></span><span class="tags-links">Tagged <a href="https://evolvingitsm.com/tag/itsm/" rel="tag">itsm</a>, <a href="https://evolvingitsm.com/tag/itsm-mobility/" rel="tag">itsm mobility</a>, <a href="https://evolvingitsm.com/tag/mobility/" rel="tag">mobility</a>, <a href="https://evolvingitsm.com/tag/smartphone/" rel="tag">smartphone</a></span><span class="comments-link">
543<a href="https://evolvingitsm.com/2014/11/27/mobile-itsm-is-not-only-about-field-support-its-about-everyone/#respond">Leave a comment</a></span>	</footer><!-- .entry-footer -->
544</article><!-- #post-## -->
545
546					
547						
548<article id="post-1334" class="post-1334 post type-post status-publish format-standard has-post-thumbnail hentry category-cloud category-it-service-management category-user-experience-2">
549	<header class="entry-header">
550		<h2 class="entry-title"><a href="https://evolvingitsm.com/2014/05/19/clouds-impact-on-itsm-tools-its-not-just-about-saas/" rel="bookmark">Cloud&#8217;s impact on ITSM tools: it&#8217;s not just about&nbsp;SaaS</a></h2>
551				<div class="entry-meta">
552			<span class="posted-on">Posted on <a href="https://evolvingitsm.com/2014/05/19/clouds-impact-on-itsm-tools-its-not-just-about-saas/" rel="bookmark"><time class="entry-date published" datetime="2014-05-19T20:56:26+00:00">May 19, 2014</time><time class="updated" datetime="2014-05-23T18:17:42+00:00">May 23, 2014</time></a></span><span class="byline"> by <span class="author vcard"><a class="url fn n" href="https://evolvingitsm.com/author/jonhalluk/">Jon Hall</a></span></span>		</div><!-- .entry-meta -->
553			</header><!-- .entry-header -->
554
555	
556	<a class="post-thumbnail" href="https://evolvingitsm.com/2014/05/19/clouds-impact-on-itsm-tools-its-not-just-about-saas/">
557		<img width="328" height="318" src="https://evolvingitsm.com/wp-content/uploads/2014/05/cloudicon.png?w=328" class="attachment-edin-featured-image size-edin-featured-image wp-post-image" alt="Image of clouds in a deep blue sky" decoding="async" loading="lazy" srcset="https://evolvingitsm.com/wp-content/uploads/2014/05/cloudicon.png 328w, https://evolvingitsm.com/wp-content/uploads/2014/05/cloudicon.png?w=150 150w, https://evolvingitsm.com/wp-content/uploads/2014/05/cloudicon.png?w=300 300w" sizes="auto, (max-width: 328px) 100vw, 328px" data-attachment-id="1337" data-permalink="https://evolvingitsm.com/2014/05/19/clouds-impact-on-itsm-tools-its-not-just-about-saas/cloudicon/" data-orig-file="https://evolvingitsm.com/wp-content/uploads/2014/05/cloudicon.png" data-orig-size="328,318" data-comments-opened="1" data-image-title="cloudicon" data-image-description="" data-image-caption="" data-large-file="https://evolvingitsm.com/wp-content/uploads/2014/05/cloudicon.png?w=328" />	</a>
558
559
560	<div class="entry-content">
561		<p>The last few years in the ITSM toolset market have been somewhat dominated by the subject of cloud delivery. Business has, of course, rapidly embraced the cloud as an application consumption option. ITSM has been no exception: new entrants and established brands alike have invested either in fully SaaS offerings, or in diversification of their offering to provide a choice between on-premise and cloud delivery models.</p>
562<p>However, for the users of those tools, or their customers in the wider organisation using SaaS software, the delivery method alone does not necessarily change much. This is hugely important to remember. If software is consumed via a URL, it does not particularly matter whether the screens and features are served from the company&#8217;s own servers, or from a data centre halfway across the country or even the world.  There are often points of benefit for the SaaS end user, of course. But the mechanism alone? It&#8217;s a big deal for the buyer, or for the people managing the system, but it might be wholly transparent to everyone else.</p>
563<p>It&#8217;s important, therefore, to look at what the <em>real</em> differences are to those real-life users: the people whose jobs are constantly underpinned by the applications. Now that we have a solid set of SaaS platforms underpinning ITSM, it seems right to focus on where cloud has already created dramatic user benefits outside the ITSM space. These huge trends show us what is possible:</p>
564<p><strong>Autonomy:</strong> When an employee stores or shares files using a cloud storage provider like Dropbox, they are detaching them from the traditional corporate infrastructure of hard drives, email, and groupware. When they use their own smartphone or tablet at work, as more than 80% of knowledge workers are doing, they are making a conscious decision to augment their toolset with technology of their own choice, rather than their company&#8217;s.</p>
565<p><strong>Collectivisation:</strong> Cloud applications have the potential to pull broad user groups together in a manner that no closed corporate system can ever hope to do. In the consumer space, this is the key difference between crowdsourced guidance and point expert advice (a battle in which the momentum is only going one way: as evidenced by numerous examples such as the disruption of the travel guide book market by Yelp and TripAdvisor). Aggregated information and real time interaction are new and powerful disruption to traditional tools and services, and Cloud is a huge enabler of these.</p>
566<p><strong>Communication:</strong> Facebook&#8217;s impact on social communication has been to close down distances and seamlessly bring groups of people together in an effortless manner. In a similar manner, Cloud platforms give us new ways to link disparate ITSM actors (whether customers or deliverers) across multiple systems, locations and organizations, without the requirement to build and maintain multiple, expensive ad-hoc paths of communication, and without some of the drawbacks of traditional channels such as email. Service, at least when things get complicated, is a team effort, and slick communication underpins that effort.</p>
567<p><strong>Cross-Platformity</strong>: Cloud underpinnings have enabled a new generation of applications to work seamlessly across different devices. An employee on a customer visit can use a tool like Evernote to dictate stand-up notes using a smartphone, before editing them on the train home using a tablet, and retrieving them on the laptop in the office the next morning. Nothing needs to be transferred: there is no fiddling with SD Cards or emails.</p>
568<p>These are the principles which will change the game for ITSM&#8217;s front line service providers, and it&#8217;s customers. Bringing some or all of them together opens up a huge range of possibilities:</p>
569<ul>
570<li><strong><em>Integrated service platforms</em></strong>, connecting the customer in new ways to those serving them (think of the &#8220;two halves of Uber&#8221;, for instance: separate applications for passenger and driver, with powerful linkage between the two for geolocation, payment and feedback).</li>
571<li><strong><em>Fully mobilised ITSM</em></strong>, delivering a truly cross platform &#8220;Evernote&#8221; experience with persistent personal data such as field notes.</li>
572<li><strong><em>Easy application linkages</em></strong>, driven by tools like IFTTT and Zapier, opening up powerful but controllable autonomy and user-driven innovation.</li>
573<li><strong><em>Integrated community interaction</em></strong> beyond the bounds of the single company instance, enabling knowledge sharing and greater self-help.</li>
574<li><strong><em>Highly contextual and assistive features</em></strong>, underpinned by broad learning of user needs and behaviours across large sets of users, and detailed analysis of individual patterns.</li>
575<li><strong><em>Open marketplaces</em></strong> for granular services and quick &#8220;plug and play&#8221; supplier offerings, rapidly consumed and integrated through open cloud-driven toolsets.</li>
576<li><strong><em>New collaboration spaces</em></strong> for disparate teams of stakeholders, bringing the right people together in a more effective way, to get the job done.</li>
577</ul>
578<p>Autonomy, collectivisation, communication, cross-platformity: these are four key principles that are truly making a difference to ITSM. Cloud <em>delivery</em> is just the start.  It is now time to harness the <em>real</em> frontline benefits of this technological revolution.</p>
579<p>&nbsp;</p>
580<h6>Cloud image: https://www.flickr.com/photos/aztlek/2357990839.  Used under Creative 
580Commons licensing.</h6>
581	</div><!-- .entry-content -->
582
583	<footer class="entry-footer">
584		<span class="cat-links">Posted in <a href="https://evolvingitsm.com/category/cloud/" rel="category tag">Cloud</a>, <a href="https://evolvingitsm.com/category/it-service-management/" rel="category tag">IT Service Management</a>, <a href="https://evolvingitsm.com/category/user-experience-2/" rel="category tag">User Experience</a></span><span class="comments-link"><a href="https://evolvingitsm.com/2014/05/19/clouds-impact-on-itsm-tools-its-not-just-about-saas/#respond">Leave a comment</a></span>	</footer><!-- .entry-footer -->
585</article><!-- #post-## -->
586
587					
588						
589<article id="post-1325" class="post-1325 post type-post status-publish format-standard has-post-thumbnail hentry category-it-asset-management-2 category-it-service-management tag-asset-management tag-it-asset-management tag-it-service-management tag-itam tag-itil tag-itsm">
590	<header class="entry-header">
591		<h2 class="entry-title"><a href="https://evolvingitsm.com/2014/03/12/lack-of-itsm-and-itam-alignment-is-causing-application-sprawl/" rel="bookmark">Is the lack of ITSM and ITAM alignment causing application&nbsp;sprawl?</a></h2>
592				<div class="entry-meta">
593			<span class="posted-on">Posted on <a href="https://evolvingitsm.com/2014/03/12/lack-of-itsm-and-itam-alignment-is-causing-application-sprawl/" rel="bookmark"><time class="entry-date published" datetime="2014-03-12T21:28:04+00:00">March 12, 2014</time><time class="updated" datetime="2015-05-27T18:45:12+00:00">May 27, 2015</time></a></span><span class="byline"> by <span class="author vcard"><a class="url fn n" href="https://evolvingitsm.com/author/jonhalluk/">Jon Hall</a></span></span>		</div><!-- .entry-meta -->
594			</header><!-- .entry-header -->
595
596	
597	<a class="post-thumbnail" href="https://evolvingitsm.com/2014/03/12/lack-of-itsm-and-itam-alignment-is-causing-application-sprawl/">
598		<img width="648" height="401" src="https://evolvingitsm.com/wp-content/uploads/2014/03/la-sprawl.jpg?w=648" class="attachment-edin-featured-image size-edin-featured-image wp-post-image" alt="Urban sprawl" decoding="async" loading="lazy" srcset="https://evolvingitsm.com/wp-content/uploads/2014/03/la-sprawl.jpg?w=648 648w, https://evolvingitsm.com/wp-content/uploads/2014/03/la-sprawl.jpg?w=150 150w, https://evolvingitsm.com/wp-content/uploads/2014/03/la-sprawl.jpg?w=300 300w, https://evolvingitsm.com/wp-content/uploads/2014/03/la-sprawl.jpg?w=768 768w, https://evolvingitsm.com/wp-content/uploads/2014/03/la-sprawl.jpg 1024w" sizes="auto, (max-width: 648px) 100vw, 648px" data-attachment-id="1327" data-permalink="https://evolvingitsm.com/2014/03/12/lack-of-itsm-and-itam-alignment-is-causing-application-sprawl/la-sprawl/" data-orig-file="https://evolvingitsm.com/wp-content/uploads/2014/03/la-sprawl.jpg" data-orig-size="1024,634" data-comments-opened="1" data-image-title="LA Sprawl" data-image-description="" data-image-caption="" data-large-file="https://evolvingitsm.com/wp-content/uploads/2014/03/la-sprawl.jpg?w=648" />	</a>
599
600
601	<div class="entry-content">
602		<p>I&#8217;ve written before about the negative consequences of the lack of industry alignment between ITIL-focused ITSM functions, and the IT Asset Management groups which typically evolved somewhat separately.</p>
603<p>A recent <a href="http://www.capgemini.com/resource-file-access/resource/pdf/2014-03-04_alr_v8_web_0.pdf" target="_blank">CapGemini study</a> of CIOs and IT decision makers concisely illustrated one impact this is having:</p>
604<ul>
605<li>48% believe their business has more applications than it needs (up from 34% over the previous three years).</li>
606<li>Only 37% percent believe the majority of their applications are mission critical.</li>
607<li>70% believe at least a fifth of their company’s applications share similar functionality and could be consolidated.</li>
608</ul>
609<p>The majority believe a fifth of those applications should be retired or replaced.</p>
610<p>This shows a very strong consensus amongst IT leaders: IT is spending too much money and time on too many applications, with too much overlap. And in the rapidly evolving application landscape, this impact is by no means limited to traditional on-premise softw
610are: Skyhigh&#8217;s <a href="https://www.evernote.com/shard/s301/res/9e165877-131e-4204-b529-bafea5889f48.pdf" target="_blank">2013 study on cloud service adoption</a> found that enterprise respondents used, on average, well over 500 cloud services (the largest number of services found in one organisation was an eye-watering 1769).<em><strong>[Update for Q1 2015: SkyHigh <a href="https://www.skyhighnetworks.com/offers/wp-cloud-adoption-risk-report-q1-2015/" target="_blank">now put the average at over 900</a>]</strong></em></p>
611<p>If we want to remain serious about understanding the business services our IT organizations are managing, overseeing and underpinning, surely we can&#8217;t lose track of key assets like this?</p>
612<p>How can IT possibly aim to control this sprawl, understand its impact, pinpoint its risks and and remove its vulnerabilities, if there is no unified overseeing function? Who is tracking which users are entitled to which services? Who ensures that users are equipped with the right services, and who removes their access once they leave, to ensure both data security and cost control? Who can identify the impact on key services if an application is removed or consolidated?</p>
613<p>Concerningly, this does not appear to be high on the agenda in ITSM discussions. We still see two separate threads in the conference ecosystem: ITSM conferences rarely address asset management. Asset management conferences talk about suppliers and infrastructure without putting them in the context of the services they underpin. My own role involves product management of an ITAM system which is part of an ITSM suite, so I attend both sets of conferences, see both parallel tracks, and experience nagging concerns in each case that the other side of the picture is overlooked.</p>
614<p>Recent initiatives such as the <a href="http://www.slideshare.net/twohills/pink-think-tank-2014-v4-31316654" target="_blank">Pink Think Tank 14</a> are, welcomely, addressing in increased detail the multi-sourced, multi-vendor evolution of IT service delivery, but there still does not appear to be a detailed focus on the actual assets and software being supplied by those vendors.  That&#8217;s a gap. Those vendors fill the IT environment with assets, from physical kit through software services to less tangible &#8220;assets&#8221; like critical people with vital knowledge.  All those things cost money. They may have contractual associations. We may need to know, very quickly, who owns and supports them. And if a supplier is replaced, we need to know what they might take with them.</p>
615<p>The harsh reality, as clearly shown by CapGemini&#8217;s study, is that CIOs and leaders are asking questions about consolidation that will require a detailed, holistic understanding of what we are actually spending money on, and why it is there.</p>
616	</div><!-- .entry-content -->
617
618	<footer class="entry-footer">
619		<span class="cat-links">Posted in <a href="https://evolvingitsm.com/category/it-asset-management-2/" rel="category tag">IT Asset Management</a>, <a href="https://evolvingitsm.com/category/it-service-management/" rel="category tag">IT Service Management</a></span><span class="tags-links">Tagged <a href="https://evolvingitsm.com/tag/asset-management/" rel="tag">asset management</a>, <a href="https://evolvingitsm.com/tag/it-asset-management/" rel="tag">it asset management</a>, <a href="https://evolvingitsm.com/tag/it-service-management/" rel="tag">IT Service Management</a>, <a href="https://evolvingitsm.com/tag/itam/" rel="tag">itam</a>, <a href="https://evolvingitsm.com/tag/itil/" rel="tag">itil</a>, <a href="https://evolvingitsm.com/tag/itsm/" rel="tag">itsm</a></span><span class="comments-link"><a href="https://evolvingitsm.com/2014/03/12/lack-of-itsm-and-itam-alignment-is-causing-application-sprawl/#respond">Leave a comment</a></span>	</footer><!-- .entry-footer -->
620</article><!-- #post-## -->
621
622					
623						
624<article id="post-1318" class="post-1318 post type-post status-publish format-link has-post-thumbnail hentry category-consumerization category-it-service-management category-social-it category-user-experience-2 post_format-post-format-link">
625	<header class="entry-header">
626		<h2 class="entry-title"><a href="https://evolvingitsm.com/2014/02/23/tomorrows-future-today-2014-the-end-of-its-monopoly-on-trust/" rel="bookmark">The myth of trust: why consumer feedback is making us rethink IT (new article at&nbsp;ServiceDesk360)</a></h2>
627				<div class="entry-meta">
628			<span class="posted-on">Posted on <a href="https://evolvingitsm.com/2014/02/28/the-myth-of-trust-why-consumer-feedback-is-making-us-rethink-it-new-article-at-servicedesk360/" rel="bookmark"><time class="entry-date published" datetime="2014-02-28T16:14:58+00:00">February 28, 2014</time><time class="updated" datetime="2015-05-27T21:18:27+00:00">May 27, 2015</time></a></span><span class="byline"> by <span class="author vcard"><a class="url fn n" href="https://evolvingitsm.com/author/jonhalluk/">Jon Hall</a></span></span>		</div><!-- .entry-meta -->
629			</header><!-- .entry-header -->
630
631	
632	<div class="entry-content">
633		<p><span style="line-height:1.5em;">Following on from my </span><a style="line-height:1.5em;" href="https://evolvingitsm.com/2014/02/23/tomorrows-future-today-2014-the-end-of-its-monopoly-on-trust/" target="_blank">Tomorrow&#8217;s Future Today</a><span style="line-height:1.5em;"> presentation on the same subject, I&#8217;ve written a blog for the UK-based ServiceDesk360 site, which is run by the organisers of the Service Desk and IT Support Show (SITS).</span></p>
634<p><a href="http://www.servicedesk360.com/blog-spot/the-myth-of-trust-why-consumer-feedback-is-making-us-rethink-it/" target="_blank">Jon Hall at ServiceDesk360.com</a></p>
635	</div><!-- .entry-content -->
636
637	<footer class="entry-footer">
638		<span class="post-format-link"><a class="genericon genericon-link" href="https://evolvingitsm.com/type/link/" title="All Link posts"><span class="screen-reader-text">Link</span></a></span><span class="cat-links">Posted in <a href="https://evolvingitsm.com/category/consumerization/" rel="category tag">Consumerization</a>, <a href="https://evolvingitsm.com/category/it-service-management/" rel="category tag">IT Service Management</a>, <a href="https://evolvingitsm.com/category/social-it/" rel="category tag">Social IT</a>, <a href="https://evolvingitsm.com/category/user-experience-2/" rel="category tag">User Experience</a></span><span class="comments-link"><a href="https://evolvingitsm.com/2014/02/28/the-myth-of-trust-why-consumer-feedback-is-making-us-rethink-it-new-article-at-servicedesk360/#respond">Leave a comment</a></span>	</footer><!-- .entry-footer -->
639</article><!-- #post-## -->
640
641					
642						
643<article id="post-1270" class="post-1270 post type-post status-publish format-standard has-post-thumbnail hentry category-it-asset-management-2 category-it-service-management category-software-license-management-2 tag-compliance-audits tag-it-asset-management tag-itam tag-kpmg tag-software-audits tag-software-license-management tag-software-licensing tag-swlm">
644	<header class="entry-header">
645		<h2 class="entry-title"><a href="https://evolvingitsm.com/2013/12/03/kpmg-software-compliance-industry-survey-auditors-viewpoint/" rel="bookmark">
645This fascinating KPMG survey reveals the software license auditor&#8217;s&nbsp;viewpoint</a></h2>
646				<div class="entry-meta">
647			<span class="posted-on">Posted on <a href="https://evolvingitsm.com/2013/12/03/kpmg-software-compliance-industry-survey-auditors-viewpoint/" rel="bookmark"><time class="entry-date published" datetime="2013-12-03T20:57:41+00:00">December 3, 2013</time><time class="updated" datetime="2015-05-27T23:29:31+00:00">May 27, 2015</time></a></span><span class="byline"> by <span class="author vcard"><a class="url fn n" href="https://evolvingitsm.com/author/jonhalluk/">Jon Hall</a></span></span>		</div><!-- .entry-meta -->
648			</header><!-- .entry-header -->
649
650	
651	<a class="post-thumbnail" href="https://evolvingitsm.com/2013/12/03/kpmg-software-compliance-industry-survey-auditors-viewpoint/">
652		<img width="611" height="789" src="https://evolvingitsm.com/wp-content/uploads/2013/12/kpmg-survey.png?w=611" class="attachment-edin-featured-image size-edin-featured-image wp-post-image" alt="KPMG survey front cover - &quot;Is unlicensed software hurting your bottom line&quot;" decoding="async" loading="lazy" srcset="https://evolvingitsm.com/wp-content/uploads/2013/12/kpmg-survey.png 611w, https://evolvingitsm.com/wp-content/uploads/2013/12/kpmg-survey.png?w=116 116w, https://evolvingitsm.com/wp-content/uploads/2013/12/kpmg-survey.png?w=232 232w" sizes="auto, (max-width: 611px) 100vw, 611px" data-attachment-id="1271" data-permalink="https://evolvingitsm.com/2013/12/03/kpmg-software-compliance-industry-survey-auditors-viewpoint/kpmg-survey/" data-orig-file="https://evolvingitsm.com/wp-content/uploads/2013/12/kpmg-survey.png" data-orig-size="611,789" data-comments-opened="1" data-image-title="" data-image-description="" data-image-caption="" data-large-file="https://evolvingitsm.com/wp-content/uploads/2013/12/kpmg-survey.png?w=611" />	</a>
653
654
655	<div class="entry-content">
656		<p>Software licensing audits are a big challenge for IT departments.  65% of respondents to a 2012 Gartner survey reported that they had been audited by at least one software vendor in the past 12 months, a figure which has been on a steady upward trajectory for a number of years.</p>
657<p>Often, companies being audited for software compliance will actually deal, at the front-line, with a 3rd party audit provider. One of the big names in this niche is KPMG, whose freely-downloadable November 2013 report, <a href="http://www.kpmginstitutes.com/advisory-institute/insights/2013/pdf/unlicensed-software-increase-revenue.pdf" target="_blank">&#8220;Is unlicensed software hurting your bottom line?&#8221;</a>, provides a very interesting window into the software compliance business.</p>
658<p>The report details the results of a survey conducted between February and April 2013, with respondents made up &#8220;31 software companies representing more than 50 percent of the revenue in the software industry&#8221;.</p>
659<h3>Revenue is driving software audits</h3>
660<p>The survey results show, rather conclusively, a belief in the business value of tackling non-compliance:</p>
661<ul>
662<li>52% of companies felt that their losses through unlicensed use of software amounted to more than 10% of their revenue.</li>
663<li>Almost 90% reported that their compliance program is a source of revenue. For about a tenth, it makes up more than 10% of their overall software revenue.  For roughly half, it is at least 4%.</li>
664</ul>
665<h3>Compliance audits are increasingly seen as a sales process</h3>
666<ul>
667<li>In more than half of responding organisations, the software compliance function is part of Sales. This is reported as being up from 1 in 3, in an equivalent 2007 survey.</li>
668<li>In 2007, 47% of compliance teams were part of the Finance department. This figure has plummeted to just 13%.</li>
669</ul>
670<p>This shift is not universal, and some companies seem committed to a non-Sales model for their compliance team.  A compliance team member from one major software vendor talked to me about the benefit of this to his role: He can tell the customer he is completely independent of the sales function, and is paid no commission or bonus based on audit findings.  Many other vendors, however, structure audits as a fully-commissioned role.  As the survey points out:</p>
671<ul>
672<li>Only 20% of companies pay no commission to any individuals involved in the compliance process.</li>
673<li>In 59% of cases, the commission structure used is the same as the normal sales commission program.</li>
674</ul>
675<p>There is further indication of the role of sales in the audit process, in the answers to the question on &#8220;settlement philosophy&#8221;.  More than half of the respondents reported a preference for using audit findings as leverage in a &#8220;forward-looking sales approach&#8221;, rather than wanting to seek an immediate financial settlement.</p>
676<h3>Almost half of vendors select audit targets based on profiling</h3>
677<p>The biggest single selection reason for a compliance review was nomination by the sales account team (53%), with previous account history in close second place (50%).</p>
678<p>Interestingly, however, 47% reported selecting customers for review based on &#8220;Data analytics suggesting higher risk of non-compliance&#8221;, with 7% stating that random selection is used.  It seems that audits are still a strong likelihood regardless of an organisation&#8217;s actual compliance management.</p>
679<h3>Auditors prefer their own proprietary tools to customers&#8217; SAM tools</h3>
680<p>There seems to be a distinct lack of regard for Software Asset Management tools. 42% of respondents seek to use their own discovery scripts in the audit process. Only 26% of the vendors stated that they use customers&#8217;
680 SAM tools, and remarkably this is down from 29% in 2007, when one might expect few SAM tools would have been found on customer sites anyway.</p>
681<p>This echoes the experience of a number of customers with whom I have previously spoken, and it can be a real source of annoyance. How, some argue, is it fair that license models are so complex that it takes a secretive proprietary script, only available to the auditor, to perform a definitive deployment count?</p>
682<h3>Other observations</h3>
683<ul>
684<li>Software tagging has not been widely adopted: Less than half of respondents do it, or have plans to do so.</li>
685<li>SaaS reduces the role of the software auditor. Only 15% reported any compliance issues, and more than half don&#8217;t even look for them.</li>
686<li>Few companies seek to build protection against overdeployment into their software. From conversations I have had, most seem to want to encourage wide distribution. Some desktop software was deliberately released in a manner that has encouraged wide, almost viral distribution. In at least one case, an acquisition by a larger company has been the trigger for a significant and aggressive audit program, targeting almost every large company on the assumption that the software is likely to be found there.</li>
687</ul>
688<h3>Conclusions?</h3>
689<p>It is very clear from the survey results that many large software vendors have established their compliance program as a significant revenue generator, and with a significant shift of these functions into the sales department, we can probably assume that there is a broad intent to maintain or even grow this role.</p>
690<p>Whether this is even compatible with a more collaborate model of software compliance management is highly questionable: the business case for the status quo seems very sound, from the vendor&#8217;s point of view.  With so many vendors only trusting the discovery scripts used by their auditors, the situation for customers is nearly impossible: how can they verify compliance if the only counting tool is in the hand of the vendor?</p>
691<p>The light at the end of the tunnel for many customer may be SaaS:  SaaS software tends to be more self-policing, and consumption models are often simpler. However, it brings its own challenges: zombie accounts, decentralised purchasing, and a new set of inconsistent consumption models. Meanwhile, hosted software does not go away.</p>
692	</div><!-- .entry-content -->
693
694	<footer class="entry-footer">
695		<span class="cat-links">Posted in <a href="https://evolvingitsm.com/category/it-asset-management-2/" rel="category tag">IT Asset Management</a>, <a href="https://evolvingitsm.com/category/it-service-management/" rel="category tag">IT Service Management</a>, <a href="https://evolvingitsm.com/category/software-license-management-2/" rel="category tag">Software License Management</a></span><span class="tags-links">Tagged <a href="https://evolvingitsm.com/tag/compliance-audits/" rel="tag">compliance audits</a>, <a href="https://evolvingitsm.com/tag/it-asset-management/" rel="tag">it asset management</a>, <a href="https://evolvingitsm.com/tag/itam/" rel="tag">itam</a>, <a href="https://evolvingitsm.com/tag/kpmg/" rel="tag">kpmg</a>, <a href="https://evolvingitsm.com/tag/software-audits/" rel="tag">software audits</a>, <a href="https://evolvingitsm.com/tag/software-license-management/" rel="tag">software license management</a>, <a href="https://evolvingitsm.com/tag/software-licensing/" rel="tag">software licensing</a>, <a href="https://evolvingitsm.com/tag/swlm/" rel="tag">swlm</a></span><span class="comments-link"><a href="https://evolvingitsm.com/2013/12/03/kpmg-software-compliance-industry-survey-auditors-viewpoint/#comments">2 Comments</a></span>	</footer><!-- .entry-footer -->
696</article><!-- #post-## -->
697
698					
699						
700<article id="post-1216" class="post-1216 post type-post status-publish format-standard has-post-thumbnail hentry category-it-service-management category-sm-congress tag-itsm tag-sm-congress-2">
701	<header class="entry-header">
702		<h2 class="entry-title"><a href="https://evolvingitsm.com/2013/11/13/some-initial-thoughts-on-the-service-management-congress/" rel="bookmark">Some initial thoughts on the Service Management&nbsp;Congress</a></h2>
703				<div class="entry-meta">
704			<span class="posted-on">Posted on <a href="https://evolvingitsm.com/2013/11/13/some-initial-thoughts-on-the-service-management-congress/" rel="bookmark"><time class="entry-date published" datetime="2013-11-13T00:29:22+00:00">November 13, 2013</time><time class="updated" datetime="2013-11-13T09:31:15+00:00">November 13, 2013</time></a></span><span class="byline"> by <span class="author vcard"><a class="url fn n" href="https://evolvingitsm.com/author/jonhalluk/">Jon Hall</a></span></span>		</div><!-- .entry-meta -->
705			</header><!-- .entry-header -->
706
707	
708	<a class="post-thumbnail" href="https://evolvingitsm.com/2013/11/13/some-initial-thoughts-on-the-service-management-congress/">
709		<img width="648" height="524" src="https://evolvingitsm.com/wp-content/uploads/2013/11/smcallaction.png?w=648" class="attachment-edin-featured-image size-edin-featured-image wp-post-image" alt="" decoding="async" loading="lazy" srcset="https://evolvingitsm.com/wp-content/uploads/2013/11/smcallaction.png?w=648 648w, https://evolvingitsm.com/wp-content/uploads/2013/11/smcallaction.png?w=150 150w, https://evolvingitsm.com/wp-content/uploads/2013/11/smcallaction.png?w=300 300w, https://evolvingitsm.com/wp-content/uploads/2013/11/smcallaction.png?w=768 768w, https://evolvingitsm.com/wp-content/uploads/2013/11/smcallaction.png 1019w" sizes="auto, (max-width: 648px) 100vw, 648px" data-attachment-id="1217" data-permalink="https://evolvingitsm.com/2013/11/13/some-initial-thoughts-on-the-service-management-congress/smcallaction/" data-orig-file="https://evolvingitsm.com/wp-content/uploads/2013/11/smcallaction.png" data-orig-size="1019,824" data-comments-opened="1" data-image-title="SMCallAction" data-image-description="" data-image-caption="" data-large-file="https://evolvingitsm.com/wp-content/uploads/2013/11/smcallaction.png?w=648" />	</a>
710
711
712	<div class="entry-content">
713		<p>Having gone away on paternity leave for a few weeks (I&#8217;m writing this with a sleeping four-week-old stretched along my lap), I initially missed the fuss that came out of the Service Management Fusion13 conference. On returning, an acquaintance in the UK ITSM sector emailed me and suggested I take a look at the <a href="http://www.smcongress.org/" target="_blank">Service Management Congress</a> website, and its bold rallying call:</p>
714<p><a href="https://evolvingitsm.com/wp-content/uploads/2013/11/smcallaction.png"><img data-attachment-id="1217" data-permalink="https://evolvingitsm.com/2013/11/13/some-initial-thoughts-on-the-service-management-congress/smcallaction/" data-orig-file="https://evolvingitsm.com/wp-content/uploads/2013/11/smcallaction.png" data-orig-size="1019,824" data-comments-opened="1" data-image-title="SMCallAction" data-image-description="" data-image-caption="" data-large-file="https://evolvingitsm.com/wp-content/uploads/2013/11/smcallaction.png?w=648" loading="lazy" class="alignnone size-large wp-image-1217" style="border:1px solid black;" alt="SMCallAction" src="https://evolvingitsm.com/wp-content/uploads/2013/11/smcallaction.png?w=648&#038;h=523"   srcset="https://evolvingitsm.com/wp-content/uploads/2013/11/smcallaction.png?w=501 501w, https://evolvingitsm.com/wp-content/uploads/2013/11/smcallaction.png?w=1002 1002w, https://evolvingitsm.com/wp-content/uploads/2013/11/smcallaction.png?w=150 150w, https://evolvingitsm.com/wp-content/uploads/2013/11/smcallaction.png?w=300 300w, https://evolvingitsm.com/wp-content/uploads/2013/11/smcallaction.png?w=768 768w" sizes="(max-width: 501px) 100v
714w, 501px" /></a></p>
715<p>That&#8217;s quite a lot to take in between sleep-deprived nappy changes, so I&#8217;m grateful that he also pointed me to <a href="http://www.barclayrae.com/revolution-congress/" target="_blank">some useful and interesting context</a> from prominent ITSM consultant, podcaster and blogger Barclay Rae:</p>
716<blockquote>
717<p><em><strong>What I didn’t expect was to be involved in a ‘revolution’, but that happened too…</strong><br /> Over the week – and with the support of the organisers – a number of meetings were held with a cross-section of ITSM people who wanted to see change happen and to do something about it – now. A few people were initially invited and others like me simply joined as part of the conversation . The sessions were originally set up with the intention of discussing how to improve or develop the role of the itSMF (especially in the US) – which (with the exception of some great chapters in northern Europe and elsewhere) is perceived to be flagging. The discussion moved on from that to a bigger and more fundamental view of how to fix the industry – perhaps idealistic but certainly with positive intent.</em></p>
718</blockquote>
719<p>A post on the SM Congress website itself, entitled  &#8220;<a href="https://smcongress.squarespace.com/blog/2013/10/26/background-on-the-group-formerly-known-as-revnet" target="_blank">Background on the Group Formerly Known as RevNet</a>&#8220;, detailed the terms of referene that had been given to the core, invited group who had drawn up this fledgeling manifesto:</p>
720<blockquote>
721<p><em>* To challenge our community of service management professionals to look at things differently and to embrace the future</em><br /> <em>* To challenge us (itSMF USA, and to a lesser degree, the entire itSMF international community) to improve and stay relevant</em><br /> <em>* To challenge themselves and explore what should come out of this group &#8211; what should come next</em></p>
722</blockquote>
723<p>This is interesting &#8211; a brief to look at things with &#8220;a fresh set of eyes&#8221;, equivalent in part to the spin-out group described in Clayton M. Chrisiansen&#8217;s <a href="http://en.wikipedia.org/wiki/The_Innovator%27s_Dilemma" target="_blank">&#8220;The Innovator&#8217;s Dilemma&#8221;</a>, assembled as an independent, fresh entity to avoid the challenge of responding to disruptive influences from an established, mature and successful market position.</p>
724<blockquote>
725<p><em>Companies that have tried to develop new capabilities within established organizational units also have a spotty track record, unfortunately. Assembling a beefed-up set of resources as a means of challenging what an organization can do is relatively straightforward&#8230; Too often, however, resources such as these are then plugged into fundamentally unchanged processes, and little change results&#8230;</em></p>
726</blockquote>
727<blockquote>
728<p><em>A separate organization is required when the mainstream organization&#8217;s </em>values<em> would render it incapable of focusing resources on the innovation project.</em></p>
729</blockquote>
730<p>I&#8217;ve signed the pledge. I think the intentions seem very honourable, and the problems identified by the group are real, if somewhat loosely stated. Many of the principles seem spot-on: it&#8217;s certainly my view that too much of the information that should help us to drive our industry is hidden behind paywalls and accreditation schemes when it should really be a public resource.  My views aren&#8217;t fully formed, but nor by its own acknowledgement are those of the Service Management Congress itself.   It doesn&#8217;t seem self-evident to me that this structure will work, but it seems a good thing to explore and develop.  At this stage, I have a few key hopes:<br /> <strong></strong></p>
731<p><strong>I hope that a broad set of ITSM people are able to feel &#8220;ownership&#8221;: </strong>The initial signers and many of the follow-up pledgers are pretty familiar names within the industry: high-profile bloggers, tweeters, and presenters. It&#8217;s an impressive set of names, but we do need to bear in mind Rob England&#8217;s <a href="http://www.itskeptic.org/content/thoughts-smcongress#solutions" target="_blank">astute observation</a> that &#8220;<em>there are over two million people with an ITIL certificate. I guess quite a few of them are ITSM practitioners in one form or another &#8211; even if they wouldn&#8217;t call themselves that &#8211; let&#8217;s say a million. So a few thousand have read the SMcongress stuff and a few hundred have put their names on it</em>&#8220;.  If this is perceived, even if very unfairly, as a talking shop for some &#8220;usual suspects&#8221;, it won&#8217;t get near any critical mass.</p>
732<p><strong>I hope we remember that ITSM <em>doesn&#8217;t</em> suck!: </strong> There is plenty of room for improvement, but we have great people in this sector, and we&#8217;ve build something effective and successful. It needs to grow, and adapt, but that doesn&#8217;t mean everything thus far is a mistake.</p>
733<p><strong>I hope the approach is outside-in: </strong>This is not an &#8220;iPad&#8221; moment, where (to paraphrase Steve Jobs) we are creating something our customers didn&#8217;
733t even know they wanted. Great practice will come from real life, and there&#8217;s plenty of it out there. We can&#8217;t design it from scratch in a meeting room. Anyway, I&#8217;m a Product Manager, so I have to say this.</p>
734<p><strong>I hope that its ideas are genuinely transformative, but I don&#8217;t think it needs to create a revolution: </strong>ITSM is a mature framework in a rapidly shifting environment. Is ITIL adapting quickly enough to remain a dependent and definitive standard? There&#8217;s obviously doubts and concerns about that.</p>
735<p>My own view is that our customers have become comfortable and familiar with a set of tools and practices and interactions provided by their consumer technology that has set the bar much higher in terms of their expectations for the workplace. Upstart providers like Uber, <a href="https://evolvingitsm.com/2013/09/23/ubers-lessons-for-itsm/" target="_blank">who I have written about previously</a>, have taken century-old customer interactions and transformed them to the extent that traditional providers face disruption out of their markets.  Internet-enabled cloud services have taken aspects of technology that were completely within IT&#8217;s domain, and offered them to anyone with a credit card.  This presents both a danger of irrelevance, and a gulf in governance, and ITSM needs to address those issues urgently.</p>
736<p>If our established frameworks can&#8217;t do that quickly enough, we need a rapid innovation.  But is it realistic to change everything? It feels more pragmatic, initially, to find some great ideas that can fold back into the broader ITSM discipline, bringing genuine improvements without trying to eat the whole elephant in one go.  Our stakeholders, to whom this transformation ultimately has to be sold, won&#8217;t accept a message that says &#8220;<em>everything</em> changes right now&#8221;</p>
737<p><strong>I hope that we don&#8217;t just do this:</strong><br /> <a href="http://xkcd.com/927/"><img loading="lazy" class="alignnone" alt="XKCD cartoon - " src="https://i0.wp.com/imgs.xkcd.com/comics/standards.png" width="500" height="283" /><br /> </a>(see also: camel/horse/committee)</p>
738<p>I&#8217;m looking forward to engaging, and I&#8217;m looking forward to watching things develop. It&#8217;ll be interesting to revist this subject in a month or so.</p>
739	</div><!-- .entry-content -->
740
741	<footer class="entry-footer">
742		<span class="cat-links">Posted in <a href="https://evolvingitsm.com/category/it-service-management/" rel="category tag">IT Service Management</a>, <a href="https://evolvingitsm.com/category/sm-congress/" rel="category tag">SM Congress</a></span><span class="tags-links">Tagged <a href="https://evolvingitsm.com/tag/itsm/" rel="tag">itsm</a>, <a href="https://evolvingitsm.com/tag/sm-congress-2/" rel="tag">sm congress</a></span><span class="comments-link"><a href="https://evolvingitsm.com/2013/11/13/some-initial-thoughts-on-the-service-management-congress/#respond">Leave a comment</a></span>	</footer><!-- .entry-footer -->
743</article><!-- #post-## -->
744
745					
746						
747<article id="post-1201" class="post-1201 post type-post status-publish format-standard has-post-thumbnail hentry category-it-asset-management-2 category-it-service-management tag-it-asset-management tag-it-service-management tag-itam tag-itsm tag-itsmf">
748	<header class="entry-header">
749		<h2 class="entry-title"><a href="https://evolvingitsm.com/2013/09/26/itsmf-uk-and-the-mysterious-case-of-the-missing-asset-managers/" rel="bookmark">itSMF UK and the mysterious case of the missing Asset&nbsp;Managers</a></h2>
750				<div class="entry-meta">
751			<span class="posted-on">Posted on <a href="https://evolvingitsm.com/2013/09/26/itsmf-uk-and-the-mysterious-case-of-the-missing-asset-managers/" rel="bookmark"><time class="entry-date published" datetime="2013-09-26T15:49:11+00:00">September 26, 2013</time><time class="updated" datetime="2013-09-26T19:25:39+00:00">September 26, 2013</time></a></span><span class="byline"> by <span class="author vcard"><a class="url fn n" href="https://evolvingitsm.com/author/jonhalluk/">Jon Hall</a></span></span>		</div><!-- .entry-meta -->
752			</header><!-- .entry-header -->
753
754	
755	<a class="post-thumbnail" href="https://evolvingitsm.com/2013/09/26/itsmf-uk-and-the-mysterious-case-of-the-missing-asset-managers/">
756		<img width="357" height="255" src="https://evolvingitsm.com/wp-content/uploads/2013/09/image1.jpg?w=357" class="attachment-edin-featured-image size-edin-featured-image wp-post-image" alt="logo of the ITSM13 conference" decoding="async" loading="lazy" srcset="https://evolvingitsm.com/wp-content/uploads/2013/09/image1.jpg 357w, https://evolvingitsm.com/wp-content/uploads/2013/09/image1.jpg?w=150 150w, https://evolvingitsm.com/wp-content/uploads/2013/09/image1.jpg?w=300 300w" sizes="auto, (max-width: 357px) 100v
756w, 357px" data-attachment-id="1205" data-permalink="https://evolvingitsm.com/2013/09/26/itsmf-uk-and-the-mysterious-case-of-the-missing-asset-managers/image-4/" data-orig-file="https://evolvingitsm.com/wp-content/uploads/2013/09/image1.jpg" data-orig-size="357,255" data-comments-opened="1" data-image-title="image" data-image-description="" data-image-caption="" data-large-file="https://evolvingitsm.com/wp-content/uploads/2013/09/image1.jpg?w=357" />	</a>
757
758
759	<div class="entry-content">
760		<p>Something is bothering me.</p>
761<p>When I first looked at <a href="http://www.itsmf.co.uk/web/FILES/AGENDA_itSMF_2013_V0_16a.pdf" target="_blank">the agenda for the 2013 itSMF UK conference</a> in November, what stood out for me was a glaring omission: where is the IT Asset Management content?</p>
762<p>First, let me state: It&#8217;s a really good agenda, full of really interesting speakers, and I will certainly aim to be there. I&#8217;ve been privileged to work in the the UK ITSM sector for the thick end of two decades, and many of the names on the agenda are people i feel lucky to have worked and interacted with.</p>
763<p>If you can, you should definitely go.</p>
764<p>However, the lack of any ITAM focus, across more than 40 presentation sessions, is strange. If we want to understand our business services, we have to have a grasp on the assets underpinning them. The nearest this agenda appears to get to that is an interesting looking session on Supplier Management &#8211; important, but only part of the picture, and again, something that doesn&#8217;t really work without a good knowledge of what we are actually <em>buying</em>.</p>
765<p>It took ITIL a while to come to the realisation that an asset is relevant in more ways than being just a depreciating item on a balance sheet, but version 3 finally got there, and then some:</p>
766<blockquote><p><em>“Service Asset”, according to ITIL v3: Any Capability or Resource of a Service Provider. Resource (ITILv3): [Service Strategy] A generic term that includes IT Infrastructure, people, money or anything else that might help to deliver an IT Service. Resources are considered to be Assets of an Organization Capability (ITIL v3): [Service Strategy] The ability of an Organization, person, Process, Application, Configuration Item or IT Service to carry out an Activity. Capabilities are intangible Assets of an Organization.”</em></p></blockquote>
767<p>So&#8230; we consider our service-underpinning capabilities and resources to be our assets, but we don&#8217;t discuss managing those assets at the premier conference about managing the services? More importantly, we offer nothing to its increasingly important practitioners?</p>
768<p>As long as ITAM is only discussed at ITAM conferences, and ITSM keeps up the habit of excluding it (this isn&#8217;t universal, mind: <a href="http://www.servicemanagementfusion.com/conference/session.aspx?id=46" target="_blank">this presentation by Scott Shaw at Fusion 13</a> seems to hit the perfect message), then we risk looking disjointed and ineffective to CIOs who depend on the complete picture. To me, that&#8217;s pretty worrying.</p>
769<p><em>(Footnote: I did submit a speaker proposal, but this isn&#8217;t about my proposal specifically &#8211; I&#8217;m sure lots of proposals couldn&#8217;t make the list)</em></p>
770	</div><!-- .entry-content -->
771
772	<footer class="entry-footer">
773		<span class="cat-links">Posted in <a href="https://evolvingitsm.com/category/it-asset-management-2/" rel="category tag">IT Asset Management</a>, <a href="https://evolvingitsm.com/category/it-service-management/" rel="category tag">IT Service Management</a></span><span class="tags-links">Tagged <a href="https://evolvingitsm.com/tag/it-asset-management/" rel="tag">it asset management</a>, <a href="https://evolvingitsm.com/tag/it-service-management/" rel="tag">IT Service Management</a>, <a href="https://evolvingitsm.com/tag/itam/" rel="tag">itam</a>, <a href="https://evolvingitsm.com/tag/itsm/" rel="tag">itsm</a>, <a href="https://evolvingitsm.com/tag/itsmf/" rel="tag">itSMF</a></span><span class="comments-link"><a href="https://evolvingitsm.com/2013/09/26/itsmf-uk-and-the-mysterious-case-of-the-missing-asset-managers/#comments">3 Comments</a></span>	</footer><!-- .entry-footer -->
774</article><!-- #post-## -->
775
776					
777						
778<article id="post-1161" class="post-1161 post type-post status-publish format-standard has-post-thumbnail hentry category-analysts category-it-asset-management-2 category-it-service-management tag-asset-management tag-gartner tag-it-asset-management tag-itam">
779	<header class="entry-header">
780		<h2 class="entry-title"><a href="https://evolvingitsm.com/2013/09/14/gartners-london-summit-message-make-itam-important/" rel="bookmark">Gartner&#8217;s London summit message: Make ITAM&nbsp;important!</a></h2>
781				<div class="entry-meta">
782			<span class="posted-on">Posted on <a href="https://evolvingitsm.com/2013/09/14/gartners-london-summit-message-make-itam-important/" rel="bookmark"><time class="entry-date published" datetime="2013-09-14T21:59:07+00:00">September 14, 2013</time><time class="updated" datetime="2013-09-14T22:00:27+00:00">September 14, 2013</time></a></span><span class="byline"> by <span class="author vcard"><a class="url fn n" href="https://evolvingitsm.com/author/jonhalluk/">Jon Hall</a></span></span>		</div><!-- .entry-meta -->
783			</header><!-- .entry-header -->
784
785	
786	<a class="post-thumbnail" href="https://evolvingitsm.com/2013/09/14/gartners-london-summit-message-make-itam-important/">
787		<img width="600" height="154" src="https://evolvingitsm.com/wp-content/uploads/2013/09/20130914-225925.jpg?w=600" class="attachment-edin-featured-image size-edin-featured-image wp-post-image" alt="" decoding="async" loading="lazy" srcset="https://evolvingitsm.com/wp-content/uploads/2013/09/20130914-225925.jpg 600w, https://evolvingitsm.com/wp-content/uploads/2013/09/20130914-225925.jpg?w=150 150w, https://evolvingitsm.com/wp-content/uploads/2013/09/20130914-225925.jpg?w=300 300w" sizes="auto, (max-width: 600px) 100v
787w, 600px" data-attachment-id="1163" data-permalink="https://evolvingitsm.com/20130914-225925-jpg/" data-orig-file="https://evolvingitsm.com/wp-content/uploads/2013/09/20130914-225925.jpg" data-orig-size="600,154" data-comments-opened="1" data-image-meta="{&quot;title&quot;:&quot;Gartner_Summits_Logo&quot;}" data-image-title="20130914-225925.jpg" data-image-description="" data-image-caption="" data-large-file="https://evolvingitsm.com/wp-content/uploads/2013/09/20130914-225925.jpg?w=600" />	</a>
788
789
790	<div class="entry-content">
791		<p>Gartner&#8217;s IT Financial, Procurement and Asset Management rolled into London last week (11th and 12th September 2013), and promptly kicked off on an ominous note: Stewart Buchanan&#8217;s opening keynote warning that certain roles in IT, including that of the IT Asset Manager, risk becoming obsolete. </p>
792<p>As the two day event progressed, however, it became increasingly clear that Gartner&#8217;s analysts don&#8217;t see ITAM as a complete anachronism. It is important, however, that it evolves with the technology and practices around it.  Asset Management needs to become a key strategic tool to the business.  For those of us who have been blogging on this theme for some time, and who have witnessed the best ITAM professionals in the industry delivering huge results from this approach, it is great to hear Gartner emphasising it so strongly. </p>
793<p>Research Director Victoria Barber stressed the power of a strong <em>&#8220;symbiotic relationship&#8221;</em> between the Asset Management function, and IT&#8217;s financial controllers. <em> &#8220;Finance needs to understand how it can leverage the data from Asset; Asset Management needs to understand how to support it&#8221;. </em></p>
794<p>Barber&#8217;s fellow Research Director Patricia Adams described the evolving role of the IT Asset Management team in an increasingly virtualised environment.  By Monday morning, she advised, the ITAM team should ensure that it is part of the process for spinning up a virtual machine. </p>
795<p>Moving forward, Adams continued, they need to be aware of emerging technologies and preparing for potential adoption.  This needs good awareness of what is going on in the business:<em> &#8220;You want to make sure the asset team has the skills to work with the config team, to work with the virtualisation team, to understand what those teams are doing&#8221;.  </em></p>
796<p>As Buchanan concluded in a later session, companies should <em>&#8220;use ITAM to continually improve and optimise both IT operations and the business use of IT&#8221;.</em></p>
797<p>To <strong>this</strong> audience, at least, Gartner&#8217;s message is an encouraging one.</p>
798	</div><!-- .entry-content -->
799
800	<footer class="entry-footer">
801		<span class="cat-links">Posted in <a href="https://evolvingitsm.com/category/analysts/" rel="category tag">Analysts</a>, <a href="https://evolvingitsm.com/category/it-asset-management-2/" rel="category tag">IT Asset Management</a>, <a href="https://evolvingitsm.com/category/it-service-management/" rel="category tag">IT Service Management</a></span><span class="tags-links">Tagged <a href="https://evolvingitsm.com/tag/asset-management/" rel="tag">asset management</a>, <a href="https://evolvingitsm.com/tag/gartner/" rel="tag">Gartner</a>, <a href="https://evolvingitsm.com/tag/it-asset-management/" rel="tag">it asset management</a>, <a href="https://evolvingitsm.com/tag/itam/" rel="tag">itam</a></span><span class="comments-link"><a href="https://evolvingitsm.com/2013/09/14/gartners-london-summit-message-make-itam-important/#comments">1 Comment</a></span>	</footer><!-- .entry-footer -->
802</article><!-- #post-## -->
803
804					
805						<nav class="navigation paging-navigation" role="navigation">
806		<h2 class="screen-reader-text">Posts navigation</h2>
807		<div class="nav-links">
808
809							<div class="nav-previous">
810					<a href="https://evolvingitsm.com/category/it-service-management/page/2/" ><span class="meta-nav">&larr;</span> Older posts</a>				</div>
811			
812			
813		</div><!-- .nav-links -->
814	</nav><!-- .navigation -->
815	
816				
817			</main><!-- #main -->
818		</div><!-- #primary -->
819
820
821		<div id="secondary" class="widget-area" role="complementary">
822				<aside id="search-2" class="widget widget_search"><form role="search" method="get" class="search-form" action="https://evolvingitsm.com/">
823				<label>
824					<span class="screen-reader-text">Search for:</span>
825					<input type="search" class="search-field" placeholder="Search &hellip;" value="" name="s" />
826				</label>
827				<input type="submit" class="search-submit" value="Search" />
828			</form></aside>
828<aside id="archives-2" class="widget widget_archive"><h2 class="widget-title">Archives</h2>
829			<ul>
830					<li><a href='https://evolvingitsm.com/2016/09/'>September 2016</a></li>
831	<li><a href='https://evolvingitsm.com/2015/09/'>September 2015</a></li>
832	<li><a href='https://evolvingitsm.com/2015/05/'>May 2015</a></li>
833	<li><a href='https://evolvingitsm.com/2015/02/'>February 2015</a></li>
834	<li><a href='https://evolvingitsm.com/2015/01/'>January 2015</a></li>
835	<li><a href='https://evolvingitsm.com/2014/11/'>November 2014</a></li>
836	<li><a href='https://evolvingitsm.com/2014/09/'>September 2014</a></li>
837	<li><a href='https://evolvingitsm.com/2014/08/'>August 2014</a></li>
838	<li><a href='https://evolvingitsm.com/2014/05/'>May 2014</a></li>
839	<li><a href='https://evolvingitsm.com/2014/03/'>March 2014</a></li>
840	<li><a href='https://evolvingitsm.com/2014/02/'>February 2014</a></li>
841	<li><a href='https://evolvingitsm.com/2014/01/'>January 2014</a></li>
842	<li><a href='https://evolvingitsm.com/2013/12/'>December 2013</a></li>
843	<li><a href='https://evolvingitsm.com/2013/11/'>November 2013</a></li>
844	<li><a href='https://evolvingitsm.com/2013/09/'>September 2013</a></li>
845	<li><a href='https://evolvingitsm.com/2013/08/'>August 2013</a></li>
846	<li><a href='https://evolvingitsm.com/2013/06/'>June 2013</a></li>
847	<li><a href='https://evolvingitsm.com/2013/05/'>May 2013</a></li>
848	<li><a href='https://evolvingitsm.com/2013/04/'>April 2013</a></li>
849	<li><a href='https://evolvingitsm.com/2013/03/'>March 2013</a></li>
850	<li><a href='https://evolvingitsm.com/2013/02/'>February 2013</a></li>
851	<li><a href='https://evolvingitsm.com/2013/01/'>January 2013</a></li>
852	<li><a href='https://evolvingitsm.com/2012/12/'>December 2012</a></li>
853	<li><a href='https://evolvingitsm.com/2012/11/'>November 2012</a></li>
854			</ul>
855
856			</aside><aside id="twitter-2" class="widget widget_twitter"><h2 class="widget-title"><a href='http://twitter.com/jonhall_'>Jon Hall on Twitter</a></h2><a class="twitter-timeline" data-height="600" data-dnt="true" href="https://twitter.com/jonhall_">Tweets by jonhall_</a></aside>	</div><!-- #secondary -->
857	
858</div><!-- .content-wrapper -->
859
860	</div><!-- #content -->
861
862	
863
864	<footer id="colophon" class="site-footer" role="contentinfo">
865		<div class="footer-wrapper clear">
866			<div class="site-info">
867				<a href="https://wordpress.com/?ref=footer_blog" rel="nofollow">Blog at WordPress.com.</a>
868				
869							</div><!-- .site-info -->
870					</div><!-- .footer-wrapper -->
871	</footer><!-- #colophon -->
872</div><!-- #page -->
873
874		
874<script type="text/javascript">
875		var infiniteScroll = {"settings":{"id":"main","ajaxurl":"https://evolvingitsm.com/?infinity=scrolling","type":"scroll","wrapper":true,"wrapper_class":"infinite-wrap","footer":"page","click_handle":"1","text":"Older posts","totop":"Scroll back to top","currentday":"14.09.13","order":"DESC","scripts":[],"styles":[],"google_analytics":false,"offset":1,"history":{"host":"evolvingitsm.com","path":"/category/it-service-management/page/%d/","use_trailing_slashes":true,"parameters":""},"query_args":{"category_name":"it-service-management","error":"","m":"","p":0,"post_parent":"","subpost":"","subpost_id":"","attachment":"","attachment_id":0,"name":"","pagename":"","page_id":0,"second":"","minute":"","hour":"","day":0,"monthnum":0,"year":0,"w":0,"tag":"","cat":865809,"tag_id":"","author":"","author_name":"","feed":"","tb":"","paged":0,"meta_key":"","meta_value":"","preview":"","s":"","sentence":"","title":"","fields":"all","menu_order":"","embed":"","category__in":[],"category__not_in":[],"category__and":[],"post__in":[],"post__not_in":[],"post_name__in":[],"tag__in":[],"tag__not_in":[],"tag__and":[],"tag_slug__in":[],"tag_slug__and":[],"post_parent__in":[],"post_parent__not_in":[],"author__in":[],"author__not_in":[],"search_columns":[],"lazy_load_term_meta":false,"posts_per_page":10,"ignore_sticky_posts":false,"suppress_filters":false,"cache_results":true,"update_post_term_cache":true,"update_menu_item_cache":false,"update_post_meta_cache":true,"post_type":"","nopaging":false,"comments_per_page":"50","no_found_rows":false,"order":"DESC"},"query_before":"2026-10-06 05:00:16","last_post_date":"2013-09-14 21:59:07","body_class":"infinite-scroll neverending","loading_text":"Loading new page","stats":"blog=42913976\u0026v=wpcom\u0026tz=0\u0026user_id=0\u0026arch_cat=it-service-management\u0026arch_results=10\u0026subd=evolvingitsm\u0026x_pagetype=infinite"}};
876		</script>
876
877		<!--  -->
878<script type="speculationrules">
879{"prefetch":[{"source":"document","where":{"and":[{"href_matches":"/*"},{"not":{"href_matches":["/wp-*.php","/wp-admin/*","/files/*","/wp-content/*","/wp-content/plugins/*","/wp-content/themes/pub/edin/*","/*\\?(.+)"]}},{"not":{"selector_matches":"a[rel~=\"nofollow\"]"}},{"not":{"selector_matches":".no-prefetch, .no-prefetch a"}}]},"eagerness":"conservative"}]}
880</script>
vendor: 1 bytes, line 880
880
881<script id="grofiles-cards-js" src="//0.gravatar.com/js/hovercards/hovercards.min.js?ver=202641d1133547e8a1f2801609f51cef12522abe7f6647d869e9fbc974fe356a37e613"></script>
vendor: 1 bytes, line 881
881
882<script id="wpgroho-js-extra">
883var WPGroHo = {"my_hash":""};
884//# sourceURL=wpgroho-js-extra
885</script>
vendor: 1 bytes, line 885
885
886<script crossorigin='anonymous' type='text/javascript'  src='/wp-content/mu-plugins/gravatar-hovercards/wpgroho.js?m=1610363240i'></script>
886
887
888	
888<script>
889		// Initialize and attach hovercards to all gravatars
890		( function() {
891			function init() {
892				if ( typeof Gravatar === 'undefined' ) {
893					return;
894				}
895
896				if ( typeof Gravatar.init !== 'function' ) {
897					return;
898				}
899
900				Gravatar.profile_cb = function ( hash, id ) {
901					WPGroHo.syncProfileData( hash, id );
902				};
903
904				Gravatar.my_hash = WPGroHo.my_hash;
905				Gravatar.init(
906					'body',
907					'#wp-admin-bar-my-account',
908					{
909						i18n: {
910							'Edit your profile →': 'Edit your profile →',
911							'View profile →': 'View profile →',
912							'Contact': 'Contact',
913							'Send money': 'Send money',
914							'Sorry, we are unable to load this Gravatar profile.': 'Sorry, we are unable to load this Gravatar profile.',
915							'Gravatar not found.': 'Gravatar not found.',
916							'Too Many Requests.': 'Too Many Requests.',
917							'Internal Server Error.': 'Internal Server Error.',
918							'Is this you?': 'Is this you?',
919							'Claim your free profile.': 'Claim your free profile.',
920							'Email': 'Email',
921							'Home Phone': 'Home Phone',
922							'Work Phone': 'Work Phone',
923							'Cell Phone': 'Cell Phone',
924							'Contact Form': 'Contact Form',
925							'Calendar': 'Calendar',
926						},
927					}
928				);
929			}
930
931			if ( document.readyState !== 'loading' ) {
932				init();
933			} else {
934				document.addEventListener( 'DOMContentLoaded', init );
935			}
936		} )();
937	</script>
937
938
939		<div style="display:none">
940	</div>
941		<div id="infinite-footer">
942			<div class="container">
943				<div class="blog-info">
944					<a id="infinity-blog-title" href="https://evolvingitsm.com/" rel="home">
945						Evolving ITSM					</a>
946				</div>
947				<div class="blog-credits">
948					<a href="https://wordpress.com/?ref=footer_website" rel="nofollow">Create a free website or blog at WordPress.com.</a> 				</div>
949			</div>
950		</div><!-- #infinite-footer -->
951				<!-- CCPA [start] -->
952		
952<script type="text/javascript">
953			( function () {
954
955				var setupPrivacy = function() {
956
957					// Minimal Mozilla Cookie library
958					// https://developer.mozilla.org/en-US/docs/Web/API/Document/cookie/Simple_document.cookie_framework
959					var cookieLib = window.cookieLib = {getItem:function(e){return e&&decodeURIComponent(document.cookie.replace(new RegExp("(?:(?:^|.*;)\\s*"+encodeURIComponent(e).replace(/[\-\.\+\*]/g,"\\$&")+"\\s*\\=\\s*([^;]*).*$)|^.*$"),"$1"))||null},setItem:function(e,o,n,t,r,i){if(!e||/^(?:expires|max\-age|path|domain|secure)$/i.test(e))return!1;var c="";if(n)switch(n.constructor){case Number:c=n===1/0?"; expires=Fri, 31 Dec 9999 23:59:59 GMT":"; max-age="+n;break;case String:c="; expires="+n;break;case Date:c="; expires="+n.toUTCString()}return"rootDomain"!==r&&".rootDomain"!==r||(r=(".rootDomain"===r?".":"")+document.location.hostname.split(".").slice(-2).join(".")),document.cookie=encodeURIComponent(e)+"="+encodeURIComponent(o)+c+(r?"; domain="+r:"")+(t?"; path="+t:"")+(i?"; secure":""),!0}};
960
961					// Implement IAB USP API.
962					window.__uspapi = function( command, version, callback ) {
963
964						// Validate callback.
965						if ( typeof callback !== 'function' ) {
966							return;
967						}
968
969						// Validate the given command.
970						if ( command !== 'getUSPData' || version !== 1 ) {
971							callback( null, false );
972							return;
973						}
974
975						// Check for GPC. If set, override any stored cookie.
976						if ( navigator.globalPrivacyControl ) {
977							callback( { version: 1, uspString: '1YYN' }, true );
978							return;
979						}
980
981						// Check for cookie.
982						var consent = cookieLib.getItem( 'usprivacy' );
983
984						// Invalid cookie.
985						if ( null === consent ) {
986							callback( null, false );
987							return;
988						}
989
990						// Everything checks out. Fire the provided callback with the consent data.
991						callback( { version: 1, uspString: consent }, true );
992					};
993
994					// Initialization.
995					document.addEventListener( 'DOMContentLoaded', function() {
996
997						// Internal functions.
998						var setDefaultOptInCookie = function() {
999							var value = '1YNN';
1000							var domain = '.wordpress.com' === location.hostname.slice( -14 ) ? '.rootDomain' : location.hostname;
1001							cookieLib.setItem( 'usprivacy', value, 365 * 24 * 60 * 60, '/', domain );
1002						};
1003
1004						var setDefaultOptOutCookie = function() {
1005							var value = '1YYN';
1006							var domain = '.wordpress.com' === location.hostname.slice( -14 ) ? '.rootDomain' : location.hostname;
1007							cookieLib.setItem( 'usprivacy', value, 24 * 60 * 60, '/', domain );
1008						};
1009
1010						var setDefaultNotApplicableCookie = function() {
1011							var value = '1---';
1012							var domain = '.wordpress.com' === location.hostname.slice( -14 ) ? '.rootDomain' : location.hostname;
1013							cookieLib.setItem( 'usprivacy', value, 24 * 60 * 60, '/', domain );
1014						};
1015
1016						var setCcpaAppliesCookie = function( applies ) {
1017							var domain = '.wordpress.com' === location.hostname.slice( -14 ) ? '.rootDomain' : location.hostname;
1018							cookieLib.setItem( 'ccpa_applies', applies, 24 * 60 * 60, '/', domain );
1019						}
1020
1021						var maybeCallDoNotSellCallback = function() {
1022							if ( 'function' === typeof window.doNotSellCallback ) {
1023								return window.doNotSellCallback();
1024							}
1025
1026							return false;
1027						}
1028
1029						// Look for usprivacy cookie first.
1030						var usprivacyCookie = cookieLib.getItem( 'usprivacy' );
1031
1032						// Found a usprivacy cookie.
1033						if ( null !== usprivacyCookie ) {
1034
1035							// If the cookie indicates that CCPA does not apply, then bail.
1036							if ( '1---' === usprivacyCookie ) {
1037								return;
1038							}
1039
1040							// CCPA applies, so call our callback to add Do Not Sell link to the page.
1041							maybeCallDoNotSellCallback();
1042
1043							// We're all done, no more processing needed.
1044							return;
1045						}
1046
1047						// We don't have a usprivacy cookie, so check to see if we have a CCPA applies cookie.
1048						var ccpaCookie = cookieLib.getItem( 'ccpa_applies' );
1049
1050						// No CCPA applies cookie found, so we'll need to geolocate if this visitor is from California.
1051						// This needs to happen client side because we do not have region geo data in our $SERVER headers,
1052						// only country data -- therefore we can't vary cache on the region.
1053						if ( null === ccpaCookie ) {
1054
1055							var request = new XMLHttpRequest();
1056							request.open( 'GET', 'https://public-api.wordpress.com/geo/', true );
1057
1058							request.onreadystatechange = function () {
1059								if ( 4 === this.readyState ) {
1060									if ( 200 === this.status ) {
1061
1062										// Got a geo response. Parse out the region data.
1063										var data = JSON.parse( this.response );
1064										var region      = data.region ? data.region.toLowerCase() : '';
1065										var ccpa_applies = ['california', 'colorado', 'connecticut', 'delaware', 'indiana', 'iowa', 'montana', 'new jersey', 'oregon', 'tennessee', 'texas', 'utah', 'virginia'].indexOf( region ) > -1;
1066										// Set CCPA applies cookie. This keeps us from having to make a geo request too frequently.
1067										setCcpaAppliesCookie( ccpa_applies );
1068
1069										// Check if CCPA applies to set the proper usprivacy cookie.
1070										if ( ccpa_applies ) {
1071											if ( maybeCallDoNotSellCallback() ) {
1072												// Do Not Sell link added, so set default opt-in.
1073												setDefaultOptInCookie();
1074											} else {
1075												// Failed showing Do Not Sell link as required, so default to opt-OUT just to be safe.
1076												setDefaultOptOutCookie();
1077											}
1078										} else {
1079											// CCPA does not apply.
1080											setDefaultNotApplicableCookie();
1081										}
1082									} else {
1083										// Could not geo, so let's assume for now that CCPA applies to be safe.
1084										setCcpaAppliesCookie( true );
1085										if ( maybeCallDoNotSellCallback() ) {
1086											// Do Not Sell link added, so set default opt-in.
1087											setDefaultOptInCookie();
1088										} else {
1089											// Failed showing Do Not Sell link as required, so default to opt-OUT just to be safe.
1090											setDefaultOptOutCookie();
1091										}
1092									}
1093								}
1094							};
1095
1096							// Send the geo request.
1097							request.send();
1098						} else {
1099							// We found a CCPA applies cookie.
1100							if ( ccpaCookie === 'true' ) {
1101								if ( maybeCallDoNotSellCallback() ) {
1102									// Do Not Sell link added, so set default opt-in.
1103									setDefaultOptInCookie();
1104								} else {
1105									// Failed showing Do Not Sell link as required, so default to opt-OUT just to be safe.
1106									setDefaultOptOutCookie();
1107								}
1108							} else {
1109								// CCPA does not apply.
1110								setDefaultNotApplicableCookie();
1111							}
1112						}
1113					} );
1114				};
1115
1116				// Kickoff initialization.
1117				if ( window.defQueue && defQueue.isLOHP && defQueue.isLOHP === 2020 ) {
1118					defQueue.items.push( setupPrivacy );
1119				} else {
1120					setupPrivacy();
1121				}
1122
1123			} )();
1124		</script>
1124
1125
1126		<!-- CCPA [end] -->
1127		<div class="widget widget_eu_cookie_law_widget">
1128<div
1129	class="hide-on-button ads-active"
1130	data-hide-timeout="30"
1131	data-consent-expiration="180"
1132	id="eu-cookie-law"
1133	style="display: none"
1134>
1135	<form method="post">
1136		<input type="submit" value="Close and accept" class="accept" />
1137
1138		Privacy &amp; Cookies: This site uses cookies. By continuing to use this website, you agree to their use. <br />
1139To find out more, including how to control cookies, see here:
1140				<a href="https://automattic.com/cookies/" rel="nofollow">
1141			Cookie Policy		</a>
1142 </form>
1143</div>
1144</div>			<div id="actionbar" dir="ltr" style="display: none;"
1145				class="actnbr-pub-edin" role="region" aria-label="Site actions">
1146			<span class="actnbr-live" aria-live="polite"></span>
1147			<ul>
1148										<li class="actnbr-btn actnbr-hidden">
1149										<a class="actnbr-action actnbr-actn-follow " href="" role="button" aria-haspopup="dialog" aria-expanded="false">
1150				<svg class="actnbr-icon actnbr-icon-bell" width="20" height="20" viewBox="0 0 24 24" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" fill="currentColor"><path fill-rule="evenodd" clip-rule="evenodd" d="M17 11.5c0 1.353.17 2.368.976 3 .266.209.602.376 1.024.5v1H5v-1c.422-.124.757-.291 1.024-.5.806-.632.976-1.647.976-3V9c0-2.8 2.2-5 5-5s5 2.2 5 5v2.5ZM15.5 9v2.5c0 .93.066 1.98.515 2.897l.053.103H7.932a4.018 4.018 0 0 0 .053-.103c.449-.917.515-1.967.515-2.897V9c0-1.972 1.528-3.5 3.5-3.5s3.5 1.528 3.5 3.5Zm-5.492 9.008c0-.176.023-.346.065-.508h3.854A1.996 1.996 0 0 1 12 20c-1.1 0-1.992-.892-1.992-1.992Z"/></svg>				<span>Subscribe</span>
1151			</a>
1152			<a class="actnbr-action actnbr-actn-following  no-display" href="" role="button">
1153				<svg class="actnbr-icon actnbr-icon-check" width="20" height="20" viewBox="0 0 24 24" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" style="fill: none" stroke="currentColor" stroke-width="1.5"><path d="M7 12L10 15L17 8" vector-effect="non-scaling-stroke"/></svg>				<span>Subscribed</span>
1154			</a>
1155									<div class="actnbr-popover actnbr-panel actnbr-notice" id="follow-bubble" role="dialog" aria-label="Subscribe to Evolving ITSM">
1156								<div class="actnbr-follow-bubble">
1157								<div class="actnbr-panel__group"><a class="actnbr-menu__item actnbr-sitename" href="https://evolvingitsm.com"><img loading='lazy' alt='' src='https://s-ssl.wordpress.com/i/logo/wpcom-gray-white.png?m=1479929237i' srcset='https://s-ssl.wordpress.com/i/logo/wpcom-gray-white.png 1x' class='avatar avatar-50' height='50' width='50' /><span class="actnbr-menu__label">Evolving ITSM</span></a></div>																	<div class="actnbr-panel__group">
1158										<div class="actnbr-message no-display" aria-live="polite"></div>
1159										<form method="post" action="https://subscribe.wordpress.com" accept-charset="utf-8" class="no-display">
1160																						<input type="email" name="email" placeholder="Want updates? Enter your email" class="actnbr-email-field" aria-label="Email address" />
1161											<input type="hidden" name="action" value="subscribe" />
1162											<input type="hidden" name="blog_id" value="42913976" />
1163											<input type="hidden" name="source" value="https://evolvingitsm.com/category/it-service-management/" />
1164											<input type="hidden" name="sub-type" value="actionbar-follow" />
1165											<input type="hidden" id="_wpnonce" name="_wpnonce" value="f3665ebce9" />											<button type="submit" class="actnbr-button">Sign me up</button>
1166										</form>
1167										<p class="actnbr-login-nudge">
1168											Have a WordPress.com account? <a href="https://wordpress.com/log-in?redirect_to=https%3A%2F%2Fr-login.wordpress.com%2Fremote-login.php%3Faction%3Dlink%26back%3Dhttps%253A%252F%252Fevolvingitsm.com%252F2016%252F09%252F06%252Fweve-been-getting-devops-vs-itil-wrong%252F">Log in now.</a>										</p>
1169									</div>
1170																	</div>
1171							</div>
1172						</li>
1173									<li class="actnbr-ellipsis actnbr-hidden">
1174					<button type="button" class="actnbr-more-toggle" aria-haspopup="true" aria-expanded="false" aria-label="More options">
1175						<svg class="actnbr-icon actnbr-icon-more-horizontal" width="24" height="24" viewBox="0 0 24 24" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" fill="currentColor"><path d="M11 13h2v-2h-2v2zm-6 0h2v-2H5v2zm12-2v2h2v-2h-2z"/></svg>					</button>
1176					<div class="actnbr-popover actnbr-menu" role="menu" aria-label="Site options">
1177						<div class="actnbr-menu__group" role="group"><a role="menuitem" class="actnbr-menu__item actnbr-sitename" href="https://evolvingitsm.com"><img loading='lazy' alt='' src='https://s-ssl.wordpress.com/i/logo/wpcom-gray-white.png?m=1479929237i' srcset='https://s-ssl.wordpress.com/i/logo/wpcom-gray-white.png 1x' class='avatar avatar-50' height='50' width='50' /><span class="actnbr-menu__label">Evolving ITSM</span></a></div><div class="actnbr-menu__group" role="group"><a role="menuitem" class="actnbr-menu__item actnbr-reader" href="https://wordpress.com/reader/feeds/11732534"><span class="actnbr-menu__label">View site in Reader</span></a></div><div class="actnbr-menu__group" role="group"><a role="menuitem" class="actnbr-menu__item actnbr-subs" href="https://subscribe.wordpress.com/"><span class="actnbr-menu__label">Manage subscriptions</span></a><a role="menuitem" class="actnbr-menu__item actnbr-signup" href="https://wordpress.com/start/"><span class="actnbr-menu__label">Sign up</span></a><a role="menuitem" class="actnbr-menu__item actnbr-login" href="https://wordpress.com/log-in?redirect_to=https%3A%2F%2Fr-login.wordpress.com%2Fremote-login.php%3Faction%3Dlink%26back%3Dhttps%253A%252F%252Fevolvingitsm.com%252F2016%252F09%252F06%252Fweve-been-getting-devops-vs-itil-wrong%252F"><span class="actnbr-menu__label">Log in</span></a></div><div class="actnbr-menu__group" role="group"><a role="menuitem" class="actnbr-menu__item flb-report" href="https://wordpress.com/abuse/?report_url=https://evolvingitsm.com" target="_blank" rel="noopener noreferrer"><span class="actnbr-menu__label">Report this content</span><span class="actnbr-menu__icon"><svg class="actnbr-icon actnbr-icon-external" width="18" height="18" viewBox="0 0 24 24" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" fill="currentColor"><path d="M19.5 4.5h-7V6h4.44l-5.97 5.97 1.06 1.06L18 7.06v4.44h1.5v-7Zm-13 1a2 2 0 0 0-2 2v10a2 2 0 0 0 2 2h10a2 2 0 0 0 2-2v-3H17v3a.5.5 0 0 1-.5.5h-10a.5.5 0 0 1-.5-.5v-10a.5.5 0 0 1 .5-.5h3V5.5h-3Z"/></svg></span></a></div><div class="actnbr-menu__group" role="group"><a role="menuitem" class="actnbr-menu__item actnbr-fold" href=""><span class="actnbr-menu__label">Collapse this bar</span></a></div>					</div>
1178				</li>
1179			</ul>
1180		</div>
1181		
1181<script>
1182window.addEventListener( "DOMContentLoaded", function () {
1183				var link = document.createElement( "link" );
1184				link.href = "\/wp-content\/mu-plugins\/jetpack-plugin\/sun\/jetpack_vendor\/automattic\/jetpack-newsletter\/src\/..\/build\/action-bar.css?ver=35dd33285eb46dc308dd";
1185				link.rel = "stylesheet";
1186				document.head.appendChild( link );
1187
1188				var script = document.createElement( "script" );
1189				script.src = "\/wp-content\/mu-plugins\/jetpack-plugin\/sun\/jetpack_vendor\/automattic\/jetpack-newsletter\/src\/..\/build\/action-bar.js?ver=35dd33285eb46dc308dd";
1190				document.body.appendChild( script );
1191			} );
1192</script>
1192
1193<link rel="prefetch" href="/wp-content/mu-plugins/jetpack-plugin/sun/_inc/blocks/swiper.js" as="script" />
1194		<div id="jp-carousel-loading-overlay" style="display: none;">
1195			<div id="jp-carousel-loading-wrapper">
1196				<span id="jp-carousel-library-loading"><svg class="jetpack-spinner" width="40" height="40" viewBox="0 0 100 100" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false"><circle cx="50" cy="50" r="46" fill="none" stroke="#ddd" stroke-width="8"/><path d="M 50 4 A 46 46 0 0 1 96 50" fill="none" stroke="currentColor" stroke-width="8" stroke-linecap="round"><animateTransform attributeName="transform" type="rotate" dur="1.4s" from="0 50 50" to="360 50 50" repeatCount="indefinite"/></path></svg></span>
1197			</div>
1198		</div>
1199		<div class="jp-carousel-overlay" style="display: none;">
1200
1201		<div class="jp-carousel-container">
1202			<!-- The Carousel Swiper -->
1203			<div
1204				class="jp-carousel-wrap swiper jp-carousel-swiper-container jp-carousel-transitions"
1205				itemscope
1206				itemtype="https://schema.org/ImageGallery">
1207				<div class="jp-carousel swiper-wrapper"></div>
1208				<div class="jp-swiper-button-prev swiper-button-prev">
1209					<svg width="25" height="24" viewBox="0 0 25 24" fill="none" xmlns="http://www.w3.org/2000/svg">
1210						<mask id="maskPrev" mask-type="alpha" maskUnits="userSpaceOnUse" x="8" y="6" width="9" height="12">
1211							<path d="M16.2072 16.59L11.6496 12L16.2072 7.41L14.8041 6L8.8335 12L14.8041 18L16.2072 16.59Z" fill="white"/>
1212						</mask>
1213						<g mask="url(#maskPrev)">
1214							<rect x="0.579102" width="23.8823" height="24" fill="#FFFFFF"/>
1215						</g>
1216					</svg>
1217				</div>
1218				<div class="jp-swiper-button-next swiper-button-next">
1219					<svg width="25" height="24" viewBox="0 0 25 24" fill="none" xmlns="http://www.w3.org/2000/svg">
1220						<mask id="maskNext" mask-type="alpha" maskUnits="userSpaceOnUse" x="8" y="6" width="8" height="12">
1221							<path d="M8.59814 16.59L13.1557 12L8.59814 7.41L10.0012 6L15.9718 12L10.0012 18L8.59814 16.59Z" fill="white"/>
1222						</mask>
1223						<g mask="url(#maskNext)">
1224							<rect x="0.34375" width="23.8822" height="24" fill="#FFFFFF"/>
1225						</g>
1226					</svg>
1227				</div>
1228			</div>
1229			<!-- The main close buton -->
1230			<div class="jp-carousel-close-hint">
1231				<svg width="25" height="24" viewBox="0 0 25 24" fill="none" xmlns="http://www.w3.org/2000/svg">
1232					<mask id="maskClose" mask-type="alpha" maskUnits="userSpaceOnUse" x="5" y="5" width="15" height="14">
1233						<path d="M19.3166 6.41L17.9135 5L12.3509 10.59L6.78834 5L5.38525 6.41L10.9478 12L5.38525 17.59L6.78834 19L12.3509 13.41L17.9135 19L19.3166 17.59L13.754 12L19.3166 6.41Z" fill="white"/>
1234					</mask>
1235					<g mask="url(#maskClose)">
1236						<rect x="0.409668" width="23.8823" height="24" fill="#FFFFFF"/>
1237					</g>
1238				</svg>
1239			</div>
1240			<!-- Image info, comments and meta -->
1241			<div class="jp-carousel-info">
1242				<div class="jp-carousel-info-footer">
1243					<div class="jp-carousel-pagination-container">
1244						<div class="jp-swiper-pagination swiper-pagination"></div>
1245						<div class="jp-carousel-pagination"></div>
1246					</div>
1247					<div class="jp-carousel-photo-title-container">
1248						<div class="jp-carousel-photo-caption"></div>
1249					</div>
1250					<div class="jp-carousel-photo-icons-container">
1251						<a href="#" class="jp-carousel-icon-btn jp-carousel-icon-info" aria-label="Toggle photo metadata visibility">
1252							<span class="jp-carousel-icon">
1253								<svg width="25" height="24" viewBox="0 0 25 24" fill="none" xmlns="http://www.w3.org/2000/svg">
1254									<mask id="maskInfo" mask-type="alpha" maskUnits="userSpaceOnUse" x="2" y="2" width="21" height="20">
1255										<path fill-rule="evenodd" clip-rule="evenodd" d="M12.7537 2C7.26076 2 2.80273 6.48 2.80273 12C2.80273 17.52 7.26076 22 12.7537 22C18.2466 22 22.7046 17.52 22.7046 12C22.7046 6.48 18.2466 2 12.7537 2ZM11.7586 7V9H13.7488V7H11.7586ZM11.7586 11V17H13.7488V11H11.7586ZM4.79292 12C4.79292 16.41 8.36531 20 12.7537 20C17.142 20 20.7144 16.41 20.7144 12C20.7144 7.59 17.142 4 12.7537 4C8.36531 4 4.79292 7.59 4.79292 12Z" fill="white"/>
1256									</mask>
1257									<g mask="url(#maskInfo)">
1258										<rect x="0.8125" width="23.8823" height="24" fill="#FFFFFF"/>
1259									</g>
1260								</svg>
1261							</span>
1262						</a>
1263												<a href="#" class="jp-carousel-icon-btn jp-carousel-icon-comments" aria-label="Toggle photo comments visibility">
1264							<span class="jp-carousel-icon">
1265								<svg width="25" height="24" viewBox="0 0 25 24" fill="none" xmlns="http://www.w3.org/2000/svg">
1266									<mask id="maskComments" mask-type="alpha" maskUnits="userSpaceOnUse" x="2" y="2" width="21" height="20">
1267										<path fill-rule="evenodd" clip-rule="evenodd" d="M4.3271 2H20.2486C21.3432 2 22.2388 2.9 22.2388 4V16C22.2388 17.1 21.3432 18 20.2486 18H6.31729L2.33691 22V4C2.33691 2.9 3.2325 2 4.3271 2ZM6.31729 16H20.2486V4H4.3271V18L6.31729 16Z" fill="white"/>
1268									</mask>
1269									<g mask="url(#maskComments)">
1270										<rect x="0.34668" width="23.8823" height="24" fill="#FFFFFF"/>
1271									</g>
1272								</svg>
1273
1274								<span class="jp-carousel-has-comments-indicator" aria-label="This image has comments."></span>
1275							</span>
1276						</a>
1277											</div>
1278				</div>
1279				<div class="jp-carousel-info-extra">
1280					<div class="jp-carousel-info-content-wrapper">
1281						<div class="jp-carousel-photo-title-container">
1282							<div class="jp-carousel-photo-title"></div>
1283						</div>
1284						<div class="jp-carousel-comments-wrapper">
1285															<div id="jp-carousel-comments-loading">
1286									<span>Loading Comments...</span>
1287								</div>
1288								<div class="jp-carousel-comments"></div>
1289								<div id="jp-carousel-comment-form-container">
1290									<span id="jp-carousel-comment-form-spinner"><svg class="jetpack-spinner" width="20" height="20" viewBox="0 0 100 100" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false"><circle cx="50" cy="50" r="46" fill="none" stroke="#ddd" stroke-width="8"/><path d="M 50 4 A 46 46 0 0 1 96 50" fill="none" stroke="currentColor" stroke-width="8" stroke-linecap="round"><animateTransform attributeName="transform" type="rotate" dur="1.4s" from="0 50 50" to="360 50 50" repeatCount="indefinite"/></path></svg></span>
1291									<div id="jp-carousel-comment-post-results"></div>
1292																														<form id="jp-carousel-comment-form">
1293												<label for="jp-carousel-comment-form-comment-field" class="screen-reader-text">Write a Comment...</label>
1294												<textarea
1295													name="comment"
1296													class="jp-carousel-comment-form-field jp-carousel-comment-form-textarea"
1297													id="jp-carousel-comment-form-comment-field"
1298													placeholder="Write a Comment..."
1299												></textarea>
1300												<div id="jp-carousel-comment-form-submit-and-info-wrapper">
1301													<div id="jp-carousel-comment-form-commenting-as">
1302																													<fieldset>
1303																<label for="jp-carousel-comment-form-email-field">Email (Required)</label>
1304																<input type="text" name="email" class="jp-carousel-comment-form-field jp-carousel-comment-form-text-field" id="jp-carousel-comment-form-email-field" />
1305															</fieldset>
1306															<fieldset>
1307																<label for="jp-carousel-comment-form-author-field">Name (Required)</label>
1308																<input type="text" name="author" class="jp-carousel-comment-form-field jp-carousel-comment-form-text-field" id="jp-carousel-comment-form-author-field" />
1309															</fieldset>
1310															<fieldset>
1311																<label for="jp-carousel-comment-form-url-field">Website</label>
1312																<input type="text" name="url" class="jp-carousel-comment-form-field jp-carousel-comment-form-text-field" id="jp-carousel-comment-form-url-field" />
1313															</fieldset>
1314																											</div>
1315													<input
1316														type="submit"
1317														name="submit"
1318														class="jp-carousel-comment-form-button"
1319														id="jp-carousel-comment-form-button-submit"
1320														value="Post Comment" />
1321												</div>
1322											</form>
1323																											</div>
1324													</div>
1325						<div class="jp-carousel-image-meta">
1326							<div class="jp-carousel-title-and-caption">
1327								<div class="jp-carousel-photo-info">
1328									<div class="jp-carousel-caption" itemprop="caption description"></div>
1329								</div>
1330
1331								<div class="jp-carousel-photo-description"></div>
1332							</div>
1333							<a class="jp-carousel-image-download" href="#" aria-label="Download image" target="_blank" style="display: none;">
1334								<svg width="25" height="24" viewBox="0 0 25 24" fill="none" xmlns="http://www.w3.org/2000/svg">
1335									<mask id="mask0" mask-type="alpha" maskUnits="userSpaceOnUse" x="3" y="3" width="19" height="18">
1336										<path fill-rule="evenodd" clip-rule="evenodd" d="M5.84615 5V19H19.7775V12H21.7677V19C21.7677 20.1 20.8721 21 19.7775 21H5.84615C4.74159 21 3.85596 20.1 3.85596 19V5C3.85596 3.9 4.74159 3 5.84615 3H12.8118V5H5.84615ZM14.802 5V3H21.7677V10H19.7775V6.41L9.99569 16.24L8.59261 14.83L18.3744 5H14.802Z" fill="white"/>
1337									</mask>
1338									<g mask="url(#mask0)">
1339										<rect x="0.870605" width="23.8823" height="24" fill="#FFFFFF"/>
1340									</g>
1341								</svg>
1342								<span class="jp-carousel-download-text"></span>
1343							</a>
1344							<div class="jp-carousel-image-map" style="display: none;"></div>
1345						</div>
1346					</div>
1347				</div>
1348			</div>
1349		</div>
1350
1351		</div>
1352		
1353	
1353<script type="text/javascript">
1354		(function () {
1355			var wpcom_reblog = {
1356				source: 'toolbar',
1357
1358				toggle_reblog_box_flair: function (obj_id, post_id) {
1359
1360					// Go to site selector. This will redirect to their blog if they only have one.
1361					const postEndpoint = `https://wordpress.com/post`;
1362
1363					// Ideally we would use the permalink here, but fortunately this will be replaced with the 
1364					// post permalink in the editor.
1365					const originalURL = `${ document.location.href }?page_id=${ post_id }`; 
1366					
1367					const url =
1368						postEndpoint +
1369						'?url=' +
1370						encodeURIComponent( originalURL ) +
1371						'&is_post_share=true' +
1372						'&v=5';
1373
1374					const redirect = function () {
1375						if (
1376							! window.open( url, '_blank' )
1377						) {
1378							location.href = url;
1379						}
1380					};
1381
1382					if ( /Firefox/.test( navigator.userAgent ) ) {
1383						setTimeout( redirect, 0 );
1384					} else {
1385						redirect();
1386					}
1387				},
1388			};
1389
1390			window.wpcom_reblog = wpcom_reblog;
1391		})();
1392	</script>
vendor: 1 bytes, line 1392
1392
1393<script id="edin-navigation-js-extra">
1394var screen_reader_text = {"expand":"\u003Cspan class=\"screen-reader-text\"\u003Eexpand child menu\u003C/span\u003E","collapse":"\u003Cspan class=\"screen-reader-text\"\u003Ecollapse child menu\u003C/span\u003E"};
1395//# sourceURL=edin-navigation-js-extra
1396</script>
vendor: 1 bytes, line 1396
1396
1397<script id="edin-script-js-extra">
1398var screen_reader_text = {"expand":"\u003Cspan class=\"screen-reader-text\"\u003Eexpand child menu\u003C/span\u003E","collapse":"\u003Cspan class=\"screen-reader-text\"\u003Ecollapse child menu\u003C/span\u003E"};
1399//# sourceURL=edin-script-js-extra
1400</script>
vendor: 1 bytes, line 1400
1400
1401<script id="jetpack-carousel-js-extra">
1402var jetpackSwiperLibraryPath = {"url":"/wp-content/mu-plugins/jetpack-plugin/sun/_inc/blocks/swiper.js"};
1403var jetpackCarouselStrings = {"widths":[370,700,1000,1200,1400,2000],"is_logged_in":"","lang":"en","ajaxurl":"https://evolvingitsm.com/wp-admin/admin-ajax.php","nonce":"7cf72702f2","display_exif":"1","display_comments":"1","single_image_gallery":"1","single_image_gallery_media_file":"","background_color":"black","comment":"Comment","post_comment":"Post Comment","write_comment":"Write a Comment...","loading_comments":"Loading Comments...","image_label":"Open image in full-screen.","download_original":"View full size \u003Cspan class=\"photo-size\"\u003E{0}\u003Cspan class=\"photo-size-times\"\u003E\u00d7\u003C/span\u003E{1}\u003C/span\u003E","no_comment_text":"Please be sure to submit some text with your comment.","no_comment_email":"Please provide an email address to comment.","no_comment_author":"Please provide your name to comment.","comment_post_error":"Sorry, but there was an error posting your comment. Please try again later.","comment_approved":"Your comment was approved.","comment_unapproved":"Your comment is in moderation.","camera":"Camera","aperture":"Aperture","shutter_speed":"Shutter Speed","focal_length":"Focal Length","copyright":"Copyright","comment_registration":"0","require_name_email":"1","login_url":"https://evolvingitsm.wordpress.com/wp-login.php?redirect_to=https%3A%2F%2Fevolvingitsm.com%2F2015%2F09%2F11%2Fknowing-what-you-dont-know%2F","blog_id":"42913976","meta_data":["camera","aperture","shutter_speed","focal_length","copyright"],"stats_query_args":"blog=42913976&v=wpcom&tz=0&user_id=0&arch_cat=it-service-management&arch_results=10&subd=evolvingitsm","is_public":"1"};
1404//# sourceURL=jetpack-carousel-js-extra
1405</script>
vendor: 1 bytes, line 1405
1405
1406<script crossorigin='anonymous' type='text/javascript'  src='/_static/??-eJydT9tuwjAM/aEFdxsS2sO0T5nSxO3cOk5UO3T8PUECNvGAEE/WOT4XHViLC1kMxaDnPLrCdSRRWPMSfVQX2KuiwtQob+z2b5tJX+CfLdU/E8URTQFr++aZ0LFfwTAV9oY3/J2cCa34MJ8xaBX4JgnQV+IIJAMJGToNS2a+4MMmkdyG2g+mVlxqDxhbVJshfk+jN8qPiHWm4phkdkMOVd1Avw+4TvfpecEvuSryVXYhzvu+0ufr7qPrdt37djsdAVL0puc='></script>
vendor: 1 bytes, line 1406
1406
1407<script id="jetpack-testimonial-theme-supports-js-after">
1408const jetpack_testimonial_theme_supports = false
1409//# sourceURL=jetpack-testimonial-theme-supports-js-after
1410</script>
vendor: 1 bytes, line 1410
1410
1411<script id="twitter-widgets-js" src="https://platform.twitter.com/widgets.js?ver=20111117"></script>
vendor: 1 bytes, line 1411
1411
1412<script data-wp-strategy="defer" defer id="tiled-gallery-js" src="/wp-content/mu-plugins/jetpack-plugin/sun/_inc/build/tiled-gallery/tiled-gallery/tiled-gallery.min.js?m=1755011788i&#038;ver=16.4-a.0"></script>
vendor: 1 bytes, line 1412
1412
1413<script crossorigin='anonymous' type='text/javascript'  src='/wp-content/mu-plugins/carousel-wpcom/carousel-wpcom.js?m=1761899756i'></script>
vendor: 1 bytes, line 1413
1413
1414<script id="wp-emoji-settings" type="application/json">
1415{"baseUrl":"https://s0.wp.com/wp-content/mu-plugins/wpcom-smileys/twemoji/2/72x72/","ext":".png","svgUrl":"https://s0.wp.com/wp-content/mu-plugins/wpcom-smileys/twemoji/2/svg/","svgExt":".svg","source":{"concatemoji":"/wp-includes/js/wp-emoji-release.min.js?m=1783090810i&ver=7.2-alpha-63973"}}
1416</script>
vendor: 1 bytes, line 1416
1416
1417<script type="module">
1418/*! This file is auto-generated */
1419var e="script#wp-emoji-settings",t=document.querySelector(e);if(!(t instanceof HTMLScriptElement))throw new Error("Element missing: "+e);const r=JSON.parse(t.text),s=(window._wpemojiSettings=r,"wpEmojiSettingsSupports"),o=["flag","emoji"];function i(e){try{var t={supportTests:e,timestamp:(new Date).valueOf()};sessionStorage.setItem(s,JSON.stringify(t))}catch(e){}}function c(e,t,n){e.clearRect(0,0,e.canvas.width,e.canvas.height),e.fillText(t,0,0);t=new Uint32Array(e.getImageData(0,0,e.canvas.width,e.canvas.height).data);e.clearRect(0,0,e.canvas.width,e.canvas.height),e.fillText(n,0,0);const r=new Uint32Array(e.getImageData(0,0,e.canvas.width,e.canvas.height).data);return t.every((e,t)=>e===r[t])}function p(e,t){e.clearRect(0,0,e.canvas.width,e.canvas.height),e.fillText(t,0,0);var n=e.getImageData(16,16,1,1);for(let e=0;e<n.data.length;e++)if(0!==n.data[e])return!1;return!0}function u(e,t,n,r){switch(t){case"flag":return n(e,"\ud83c\udff3\ufe0f\u200d\u26a7\ufe0f","\ud83c\udff3\ufe0f\u200b\u26a7\ufe0f")?!1:!n(e,"\ud83c\udde8\ud83c\uddf6","\ud83c\udde8\u200b\ud83c\uddf6")&&!n(e,"\ud83c\udff4\udb40\udc67\udb40\udc62\udb40\udc65\udb40\udc6e\udb40\udc67\udb40\udc7f","\ud83c\udff4\u200b\udb40\udc67\u200b\udb40\udc62\u200b\udb40\udc65\u200b\udb40\udc6e\u200b\udb40\udc67\u200b\udb40\udc7f");case"emoji":return!r(e,"\ud83e\udec8")}return!1}function f(e,t,n,r){let a;const s=(a="undefined"!=typeof WorkerGlobalScope&&self instanceof WorkerGlobalScope?new OffscreenCanvas(300,150):document.createElement("canvas")).getContext("2d",{willReadFrequently:!0}),o=(s.textBaseline="top",s.font="600 32px Arial",{});return e.forEach(e=>{o[e]=t(s,e,n,r)}),o}function a(e){var t=document.createElement("script");t.src=e,t.defer=!0,document.head.appendChild(t)}r.supports={everything:!0,everythingExceptFlag:!0},new Promise(t=>{let n=function(){try{var e=JSON.parse(sessionStorage.getItem(s));if("object"==typeof e&&"number"==typeof e.timestamp&&(new Date).valueOf()<e.timestamp+604800&&"object"==typeof e.supportTests)return e.supportTests}catch(e){}return null}();if(!n){if("undefined"!=typeof Worker&&"undefined"!=typeof OffscreenCanvas&&"undefined"!=typeof URL&&URL.createObjectURL&&"undefined"!=typeof Blob)try{var e="postMessage("+f.toString()+"("+[JSON.stringify(o),u.toString(),c.toString(),p.toString()].join(",")+"));",r=new Blob([e],{type:"text/javascript"});const a=new Worker(URL.createObjectURL(r),{name:"wpTestEmojiSupports"});return void(a.onmessage=e=>{i(n=e.data),a.terminate(),t(n)})}catch(e){}i(n=f(o,u,c,p))}t(n)}).then(e=>{for(const n in e)r.supports[n]=e[n],r.supports.everything=r.supports.everything&&r.supports[n],"flag"!==n&&(r.supports.everythingExceptFlag=r.supports.everythingExceptFlag&&r.supports[n]);var t;r.supports.everythingExceptFlag=r.supports.everythingExceptFlag&&!r.supports.flag,r.supports.everything||((t=r.source||{}).concatemoji?a(t.concatemoji):t.wpemoji&&t.twemoji&&(a(t.twemoji),a(t.wpemoji)))});
1420//# sourceURL=/wp-includes/js/wp-emoji-loader.min.js
1421</script>
1421
1422		
1422<script type="text/javascript">
1423			(function() {
1424				var extend = function(out) {
1425					out = out || {};
1426
1427					for (var i = 1; i < arguments.length; i++) {
1428						if (!arguments[i])
1429						continue;
1430
1431						for (var key in arguments[i]) {
1432						if (arguments[i].hasOwnProperty(key))
1433							out[key] = arguments[i][key];
1434						}
1435					}
1436
1437					return out;
1438				};
1439				extend( window.infiniteScroll.settings.scripts, ["jetpack-mu-wpcom-settings","rlt-proxy","jquery-core","jquery-migrate","jquery","cmp-script-stub","wpcom-actionbar-placeholder","grofiles-cards","wpgroho","jetpack-testimonial-theme-supports","wordads-client","eu-cookie-law-script","the-neverending-homepage","edin-navigation","edin-skip-link-focus-fix","edin-script","jetpack-carousel","twitter-widgets","tiled-gallery","carousel-wpcom"] );
1440				extend( window.infiniteScroll.settings.styles, ["eu-cookie-law-style","the-neverending-homepage","coblocks-frontend","wpcom-core-compat-playlist-styles","wpcom-bbpress2-staff-css","edin-edincon","genericons","edin-style","edin-wpcom","reblogging","geo-location-flair","a8c-global-print","h4-global","wp-img-auto-sizes-contain","wp-emoji-styles","wp-block-library","classic-theme-styles","wp-block-styles-placeholder","coblocks-inline-format","wp-global-styles-placeholder","edin-pt-sans","edin-pt-serif","edin-pt-mono","jetpack-global-styles-frontend-style","global-styles","jetpack-swiper-library","jetpack-carousel","tiled-gallery","core-block-supports-duotone"] );
1441			})();
1442		</script>
1442
1443				<span id="infinite-aria" aria-live="polite"></span>
1444		
1444<script src="//stats.wp.com/w.js?69" defer></script>
1444 
1444<script type="text/javascript">
1445_tkq = window._tkq || [];
1446_stq = window._stq || [];
1447_tkq.push(['storeContext', {'blog_id':'42913976','blog_tz':'0','user_lang':'en','blog_lang':'en','user_id':'0'}]);
1448		// Prevent sending pageview tracking from WP-Admin pages.
1449		_stq.push(['view', {'blog':'42913976','v':'wpcom','tz':'0','user_id':'0','arch_cat':'it-service-management','arch_results':'10','subd':'evolvingitsm'}]);
1450		_stq.push(['extra', {'crypt':'UE5XaGUuOTlwaD85flAmcm1mcmZsaDhkV11YdWtpP0NsWnVkPS9sL0ViLndld3BuVT01Uj14Ti1yYTBnX3xuYUQ3Qz1oblZbVHV3MTZ6aj0wcy01aFV6Y1RhRDhuPzkwMncsNm1ad0EldTZtNXh1JSxyYW44MzAxMFBndmg2Wy16eVsyMS1CX1JPb3V3SCYvUjhNWGElaTNqQTVpME54R01yPXhsM1NOMEhhR292bmxuJmF+MHZbKz9Yb3ZwWWQ1MGFCLllhVnhbb0lsdHQ0Y0d0JUVfTj82WS1jVn4wLFU5YWFkYmpBS3UtekZqamI1cG5+LlVYPXBhQnRJPStrV3Q9eV9nZFhzdH5FSixya0J8c0x4Vyx8Ny8/M11DaWFra3oxbDk/cTBhTF0mcVZJX05Ufk90NVVyQkV+STc9eFUzakVRVEEyej1GLW16SGJadiVYP1M='}]);
1451_stq.push([ 'clickTrackerInit', '42913976', '0' ]);
1452</script>
1452
1453<noscript><img src="https://pixel.wp.com/b.gif?v=noscript" style="height:1px;width:1px;overflow:hidden;position:absolute;bottom:1px;" alt="" /></noscript>
1454<meta id="bilmur" property="bilmur:data" content="" data-provider="wordpress.com" data-service="simple" data-site-tz="Etc/GMT-0" data-custom-props="{&quot;enq_jquery&quot;:&quot;1&quot;,&quot;logged_in&quot;:&quot;0&quot;,&quot;wptheme&quot;:&quot;pub\/edin&quot;,&quot;wptheme_is_block&quot;:&quot;0&quot;}"   >
1455		
1455<script defer src="/wp-content/js/bilmur.min.js?i=19&amp;m=202641"></script>
1455 	
1456</body>
1457</html>

Line numbers count LF bytes from the start of the resource, as the search results do. Vendor segments are library code the classifier recognised; they are stored but not indexed. Bytes are shown as Latin1 characters, one per byte.