Please Remember to Read the Contract.

The cohort of professionals who have attended my personal Professional Cloud Service Manager (PCSM) training sessions will have been taught a very simple lesson in this new digital / cloud world. And it is this simple lesson - READ THE CONTRACT...

... or else you might be surprised at a later date what terms and conditions you signed up to. And the below example is related to just public Wi-Fi. 

http://nymag.com/selectall/2017/07/22-000-people-agreed-to-clean-toilets-by-logging-on-to-wifi.html

 

 


Webinar - ITSM, DevOps, Lean IT, Cloud – Better Together?

Honoured to be speaking at todays global webinar discussing ITSM, LEAN IT and Cloud with a fantastic panel of industry experts.

Do sign up for the live webinar, and if you can't attend - sign up anyway for the recording and watch afterwards.

An exciting webinar itSMF USA has planned for May 17th. They have organised an expert panel representing IT Service Management, Cloud Computing and the Alliance Partners from the Lean IT Association (LITA) and the DevOps Agile Skills Association (DASA).

https://i0.wp.com/www.itsmfusa.org/graphics/logo.jpg?resize=237%2C45

Our expert panel will discuss the value of their individual portfolio’s while at the same time how ITSM, DevOps, Lean IT and Cloud are all essential elements for organisations looking to transform their business models. The webinar is on Wednesday, May 17, 2017 at 10:30 AM EDT – 4:30 CEST.  I will be conducting the interviews with our distinguished panel, which will include:

  • Robert Stroud, well-known itSMF USA contributor, Forrester Analyst, and ITSM SME represents ITSM and the itSMF on our  Expert Panel.
  • Mark O’Loughlin, author of the ITSM and Cloud Service Manager Course for the Cloud Credential Council, will champion the discussion on the role and importance of Cloud and Cloud Service Management.  
  • Mike Orzen, the Father of Lean IT, will discuss how Lean principles is as relevant today to enterprise IT, as it was when the automotive and manufacturing industries went through their own transformational journeys.
  • Troy DuMoulin, well known and respected VP of Research and Development for Pink Elephant will represent the DevOps Agile Skills Association (DASA) and will discuss why investing in building in high-performance IT teams that possess the right skills and knowledge are critical to transforming to the new IT way of working.

Join us on Wednesday, May 17, 2017, at 10:30 AM EDT – 4:30 PM CEST                

Here’s the LINK to register. https://attendee.gotowebinar.com/register/2487698216507427841


Webinar - ITSM, DevOps, Lean IT, Cloud – Better Together?

Honoured to be speaking at todays global webinar discussing ITSM, LEAN IT and Cloud with a fantastic panel of industry experts.

Do sign up for the live webinar, and if you can't attend - sign up anyway for the recording and watch afterwards.

An exciting webinar itSMF USA has planned for May 17th. They have organised an expert panel representing IT Service Management, Cloud Computing and the Alliance Partners from the Lean IT Association (LITA) and the DevOps Agile Skills Association (DASA).

https://i0.wp.com/www.itsmfusa.org/graphics/logo.jpg?resize=237%2C45

Our expert panel will discuss the value of their individual portfolio’s while at the same time how ITSM, DevOps, Lean IT and Cloud are all essential elements for organisations looking to transform their business models. The webinar is on Wednesday, May 17, 2017 at 10:30 AM EDT – 4:30 CEST.  I will be conducting the interviews with our distinguished panel, which will include:

  • Robert Stroud, well-known itSMF USA contributor, Forrester Analyst, and ITSM SME represents ITSM and the itSMF on our  Expert Panel.
  • Mark O’Loughlin, author of the ITSM and Cloud Service Manager Course for the Cloud Credential Council, will champion the discussion on the role and importance of Cloud and Cloud Service Management.  
  • Mike Orzen, the Father of Lean IT, will discuss how Lean principles is as relevant today to enterprise IT, as it was when the automotive and manufacturing industries went through their own transformational journeys.
  • Troy DuMoulin, well known and respected VP of Research and Development for Pink Elephant will represent the DevOps Agile Skills Association (DASA) and will discuss why investing in building in high-performance IT teams that possess the right skills and knowledge are critical to transforming to the new IT way of working.

Join us on Wednesday, May 17, 2017, at 10:30 AM EDT – 4:30 PM CEST                

Here’s the LINK to register. https://attendee.gotowebinar.com/register/2487698216507427841


Holland Calls 23rd March 2017 - Digital Disruption

HollandI will be speaking at the Service Manager Day in Amersfoort Holland on the 23rd of March 2017.

Delighted to have been asked to join such a fantastic mix of industry experts and thought leaders.

The programme for the day is varied and covers a diverse range of topics - so somethig for every attendee. Have a look at the programme here

https://www.servicemanagerdag.nl/en/program-2017/

Equally the speaker line-up is a who's who of the best in their fields. It will be a great opportunity to catch up with old friends and finally meet in person others for the first time.

Take a look at the speaker line-up here:

https://www.servicemanagerdag.nl/en/information/speakers/

Over the coming weeks I will post some additonal information regarding my session - Hey, Where Has All Our IT Gone? – Embracing Digital Disruption

 @ServiceMgrDag #SMD2017 bit.ly/SMD2017

 

 

 

 

 


GRAVITY - A cinematic experience in conquering the cloud (and lunch)

Just to let you  know of our next event from Auxilion which is focused on how Irish firms have used cloud services and digital transformation successfully.

I am holding a number of seats for my personal guests, if you missed the invite, just let me know. If you are tight on time, we welcome you and a few of your team to even just join us for lunch (on us!) anytime between 1.00 -2.00pm next Wednesday. I will be there on the day too, so if you can make it would be good to catch up.

You can register using the link below, or just let me know and I can have my colleagues get you all registered and setup.

http://www.auxilion.com/gravity

Details

WHY

Learn how your fellow industry professionals have digitally changed their organisations

WHEN

Wednesday October 5th, from 1:00pm

WHERE

Light House Cinema, Smithfield, Dublin City Centre

Agenda

1:00 – 2:00pm

Lunch and Registration

2:00pm – 3:30pm

Customer Stories

3:30pm – 4:00pm

Networking & Breakout Technology Showcase Area


Cloud washing is back in the news

The cloud market continues to grow at a phenomenal pace. There is now denying this. However it appears that the world of cloud washing may be making somewhat of a re-appearance, if ever it disappeared in the first place.

On day one of the Professional Cloud Service Manager course we learn about what cloud computing is and how to identify cloud and non-cloud services. We learn how to apply a quick acid-test to cloud based services which, when understood, is quite simple to do.

On day two of the course, we discuss the concept of cloud washing again when we look at strategising for cloud computing and cloud based services. In particular we look at how one government body defined cloud washing.

For a brief but interesting read on cloud washing have a look at this article.


Microsoft Corporation v. United States of America and a small island in Western Europe.

So, the result is in. At least until the next time perhaps. The legal challenges to Microsoft to allow a US judge gain access to a single email which is stored in a European data centre (Dublin) has come to a close (for now!!).

And the verdict. A US court has ruled that the US government cannot force Microsoft to give authorities access to the firm's servers located in other countries.

So on one hand privacy (to a point, and as much as can be) seems protected, while others cite the fact that criminals can avail of such privacy to provide a 'safe haven' for certain activities.

-Judge Susan Carney ruled against the DoJ on the basis that the Stored Communications Act of 1986 limited the reach of warrants applicable outside the US. She noted that such restrictions were vital to maintaining good relations with other nations.

However...

-Another judge involved in the ruling, Gerard Lynch, said the 1986 law was in urgent need of an update.

"I concur in the result," he wrote. "But without any illusion that the result should even be regarded as a rational policy outcome, let alone celebrated as a milestone in protecting privacy."

While there is a firm judgement in place for now, the question remains what next, and when will countries look to update either their laws or collaborate on an international level?

In the meantime it looks like major and significant public cloud providers will continue to spring up datacentres in-country for key locations / customer bases to encourage adoption of their services without data and privacy issues such as this one.

Some references below.

Microsoft

https://blogs.microsoft.com/on-the-issues/2016/07/14/search-warrant-case-important-decision-people-everywhere/#sm.0000ohl1ni2fbdetvbb1ogcd3bro0

BBC

http://www.bbc.com/news/technology-36800334

This has been a very interesting case and one I personally discuss when teaching the Professional Cloud Service Manager course. We look at this from the perspectives of creating a cloud strategy and design considerations regarding privacy when using clouds. It is a very powerful case study for a number of reasons.


Cloud workload portability. Concerned or care?

In a recent article, InfoWorld looks at cloud workload portability and if it is a reality or not.

 Portability is one of a number of specific design considerations one should examine closely before entering a public cloud and still relevant for private clouds. Portability, or the perceived lack of portability within clouds, is considered a barrier to adoption for some firms. Other firms may experience dissatisfaction with their cloud experience after a period of time when they may choose to move to another cloud provider. For others there may be no issue, for example test and development environments.

 The article goes on to state that ‘Sure, Docker and container management and orchestration solutions have made portability vastly easier, but as soon as you start availing yourself of the special services of whatever platform you’re on, you’re hooked’.

 The general premise of the article is sound. However, I think it misses a point, in that data portability in clouds, using technologies such as Docker, container management and orchestration solutions should provide less of a barrier for those firms concerned with portability, and more opportunity to those where portability is less of an issue.

Once you integrate any IT solution with other proprietary and, in many instances, non-propriety solutions and integrations, the ability of portability diminishes. This holds true for cloud and non-cloud (traditional IT) scenarios.

As we discovered on the Professional Cloud Service Manager course delivered last week, when the concept of cloud service arbitrage becomes a reality, hopefully full portability will be addressed, with the added bonus of true utility pricing capabilities for cloud users.

Until then, portability is one of the elements which should be considered when at the define stage of your cloud adoption strategy – even on a per-application, platform or instance basis, i.e. before a firm moves workloads into the cloud. It should also feature heavily in the design stage of a firms planned adoption of cloud based services.

Want to know more about how the Professional Cloud Service Manager course can help in your firm in their adoption of cloud computing and cloud based services? Get in touch or use link below.

http://www.auxilion.com/professional-cloud-service-manager

The InfoWorld’s article can be found here.


Passed ITIL Practitioner. Some Musings On The Experience

Just finished sitting the new ITIL Practitioner exam online with PeopleCert. And the scores are just in. A pass and a good pass at that. So just taking the time to post a few brief comments on my experience with this new certification from AXELOS.

My first exposure to the ITIL Practitioner course was an official reviewer of the publication and its associated toolkits. Initially I was impressed with the approach, the content and the way the authors (yes numerous authors here) joined up the material. Although at the early stages of development, these was feedback given on how to improve things (in my view).  Fast forward to 2016 and the polished up text was approved for publication, shortly followed by the official exam and certification.

Next up I took part in one of the Train the Trainer (TTT) sessions for ITIL Practitioner provided by ITpreneurs. Incidentally, ITpreneurs are one of the few official courseware providers, for the immediate time anyway – which ensures that quality content is provided to delegates attending the course. I can say first hand that the trainer material provided by ITpreneurs is of excellent quality, concise and very helpful to both trainers and delegates.

After that, I must admit, my focus was 100% put towards passing some recent exams for an MBA which I am in the middle of.  So self-study (trainer) time for ITIL Practitioner was limited.  

The ITIL Practitioner exam is open book. This is a welcome advancement as I am an advocate for open book exams under the right learning conditions. The sample exam is good. The syllabus is clear. The ITIL Practitioner Guidance book is easy to read, follow and use. All this helped towards my exam preparations.

In the interest of integrity I will not discuss the exam proper or its content. Only to say that a small number of the questions could have done with having some more specifics included to help identity the BEST answer. Or maybe it’s me? The other point I think I can make is that anyone with a reasonable background in organisational change or continual service improvement initiatives and ITIL would have a reasonably good chance in passing this exam.  There is ample time to complete the exam even though there is a lot of context to be read in the scenarios. The ITIL Practitioner Guidance was liberally used and references during the exam.

By the way I stuck to my first answer on ALL the questions, even though I had ear-marked five for a final review. Goes to show – go with your gut instinct. It can serve you well.

In closing I am excited to have passed the latest offering from AXELOS. I am very pleased with the ITIL Practitioner Guidance and having been part of its development as a reviewer. I wish it every success and hope people and organisations will benefit from having a standardised approach to making improvements continually. For me it is back to the MBA and six months of more study, assessment and exams (really) – but the optimist in me says that at the half way mark the glass seems half full!


Learn how to do excellent customer service from Vincenzo.

I have travelled from Cork to Limerick for the weekend. I change roles from that of teacher to that of student for the next two days. After a gruelling nine hours of working through complex economic models, scenarios and case studies I was in need of some food and a break.

Back at the hotel I make my way down to the hotel restaurant for some quick food, then back to prep for tomorrow.

Well what a surprise!! All I can say is that if you really want to see, no experience, true customer experience in its fullest you have to head to Limerick and call into Da Vincenzo's restaurant in The George Boutique hotel.

Host and Director Vincenzo Del Santo has baked the customer experience and serious moments of truth into the dining experience here. It is rare to see such attention to the customer and to ensuring a great customer experience ahead of everything else. When I say the customer experience is baked in, it really is (and actually the pun is intended).

I was so intrigued by this I spoke to Vincenzo, who informed me that the restaurant, its offerings, the service and staff, the menu, the ingredients, the taste, the wine experience and everything else on offer here has been designed with 100% customer experience and satisfaction in mind. An outside-in approach from the start.

I'm not going to attempt to put what Vincenzo has achieved here into any further words. That would be pointless.

If you are an organisation struggling with how to improve your customer experience, head to Da Vincenzo. And take my advice - don't ask Vincenzo how it's done. Look and observe all around you and you will see first-hand how to achieve total customer experience. If you can’t see it, you don’t understand what customer experience is all about.

Vincenzo's vision worked - I'm writing about it, I'm hooked on it.

If you really want to see an excellent customer experience, and gat a fantastic meal, head to Da Vincenzo’s in Limerick and actually see, feel, taste and experience it.

Click here to see more.