A recent conversation on Twitter struck a nerve with me. The person posited that, “If you’re a sysadmin, you’re in customer service. You may not realise it, but you are…
The Word “Customer” is NSFW
Knowing Which Services Are Critical to a Business Service
In the age of exploration, cartographers used to navigate around the world and map the coastlines of unexplored continents. The coastline of IT, and moreover the inner landscapes and features,…
A Sysadmin’s Guide to Spaghetti Cabling: Bridging the Gap between IT Operations and Business
No, it’s not the latest culinary invention from a famous Italian chef: spaghetti cabling (a nice wording for cabling inferno) is a sour dish we’d rather not eat. Beyond this…
Putting on your X-Ray Goggles to Visualize the Business Services Spectrum
I love watching those modern movies where IT works magically. In these movies, any average Joe with access to a computer or terminal can instantly access anything with seamless effort.…
Business Services and their Challenges in Complex Environments
Business services and infrastructure services have divergent interests and requirements: business services are not focusing on IT. They may leverage IT, but their role is to be a core enabler…