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Managing IT data is maddening. IT organizations are hamstrung right and left by lack of complete and high quality information, yet approaches to resolve this have been only partially successful – at best! One approach that has had less attention is the idea of a data warehouse for IT data. As big data and analytics get...

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The notion that the CMDB is now entering a “mature” phase is naïve, and in many respects refuted by the high levels of innovation attested to here. We are admittedly looking at toddlers learning to walk, but what a transformation they may bring to the market, and to our whole view of service management, as...

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One of the most interesting elements of any research project is to have the opportunity to speak with those in the IT “front lines” dealing with the challenges of the moment. This was definitely true of the recent ADDM research, and we came away with a wealth of lessons learned. I have highlighted five of...

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Sometimes… OK most of the time …  the terms and words we use for “things” in service management are in themselves landmines. One of the worst culprits is of course the term “CMDB” which I like to compare to ‘The Holy Roman Empire” – which as H.G. Wells pointed out was neither “holy” nor “Roman”...

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