Kill SLO’s with Fire!
Does hitting 100% of your SLO’s mean you are doing a good job?
Are customers happy?
SLO’s don’t tell us that, they just tell us we resolved it within a given window.
There is a better way.
SCSM SLO’s 101
I’m frequently asked about SLO’s when I do consulting work and I realised that many people may not full understand how SLO’s work and the key pieces that have to be in place to not only get these to work as we expect but to do it efficiently so they do not adversely impact performance […]
An ITIL Change Management Checklist (Best Practices to Avoid Common Pitfalls)
In the last week I’ve been doing a couple of presentations on Change Management and where to start for businesses. This post will be talking about the IT Service Management life-cycle and most importantly delivering services to our end users, or customers, that are successful and have little to no negative impact on business continuity […]