From “plan / build / run” to “demand / supply / execute”


I want to outline briefly some ideas I’ve had recently about our fundamental models for understanding IT management. In 1968, Melvin Conway proposed an insightful law, basically stating that our systems are copies of our communication structure (how we interact as human beings). And while this law is often applied in discussions of computer program structure, [...]



By | June 4th, 2012|Charles Betz, IT Management, Service Management|0 Comments

Semantics matter: the troubled world of IT terminology


On March 27, 1977, two Boeing 747 passenger aircraft collided on the Spanish island of Tenerife, one of the Canary Islands, in the deadliest accident in aviation history. 583 people perished. Like the Titanic, a multitude of causes converged into the disaster. A terrorist bomb at a another airport, an overstretched small regional facility, a [...]



By | May 11th, 2012|Charles Betz, IT Management, Service Management|0 Comments

Kaseya Connect


I spent three great days last week with Kaseya and its user community. The experience was eye-opening in many ways. A bit of background: EMA considers Kaseya a systems management provider, and as such they are usually covered by my colleagues Steve Brasen and Torsten Volk. However, this year for a couple of different reasons [...]



By | May 9th, 2012|Charles Betz, IT Management, Service Management|0 Comments

Two Troux days


Attended the Troux Worldwide event last week as an invited speaker. It was a fantastic event, over 300 attendees from all over the world, and the discussions were consistently deep and thoughtful. It felt very much like a homecoming – while I have been working in the trenches of IT portfolio management, ITSM, ITAM, and related [...]



By | April 2nd, 2012|Charles Betz, IT Management, Service Management|0 Comments

More on next gen ITM


Spent some time today writing up Serena’s new Demand Management offering; look for an Impact Brief shortly. Along these lines, I’m tracking a number of what I call next generation IT management vendors, which by my definition must incorporate both project and service management capabilities on a common platform with integrated resource management. It’s still [...]



By | March 27th, 2012|Charles Betz, IT Management, Service Management|0 Comments

IT cannot prioritize


My survey on IT demand management just came in, and it’s fascinating. I could get used to this research thing… As I’ve discussed here, here, and here, trends like DevOps and Lean IT are challenging the traditional silos of technology management, and spurring interest in more unified approaches to IT demand and execution. Until I [...]



By | March 27th, 2012|Charles Betz, IT Management, Service Management|0 Comments

Too Many Tools: Integrating a New IT Management System


“Too many tools!” That’s how IT managers feel. The systems needed just to run IT can cost millions to acquire and operate. Yet without appropriate tools, how can you run a service desk, IT operations center, or a project management office? Undoubtedly, it’s critical that your IT management tools approach be well thought out. You [...]



By | February 24th, 2012|Charles Betz, IT Management, Service Management|0 Comments
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