[{"data":1,"prerenderedAt":923},["ShallowReactive",2],{"post:\u002F2025\u002F06\u002F23\u002Fchange-enablement-in-a-devops-world-replacing-fear-of-change-with-velocity-and-trust\u002F":3},{"post":4,"newer":786,"older":796,"related":806,"series":824},{"id":5,"title":6,"body":7,"canonical":765,"categories":766,"date":768,"description":18,"extension":769,"featured":770,"hero":771,"image":772,"meta":773,"navigation":774,"path":775,"readingTime":776,"seo":777,"series":778,"seriesOrder":779,"sites":780,"source":765,"stem":782,"tags":783,"updated":768,"url":784,"__hash__":785},"blog\u002Fblog\u002F2025\u002F06\u002F23\u002Fchange-enablement-in-a-devops-world-replacing-fear-of-change-with-velocity-and-trust.md","Change Enablement in a DevOps World: Replacing fear of change with velocity and trust",{"type":8,"value":9,"toc":737},"minimark",[10,15,19,27,30,33,36,39,42,45,51,55,62,65,68,71,84,87,90,93,101,115,120,123,130,133,140,144,149,152,155,158,163,166,169,183,186,189,193,196,213,216,219,223,226,229,243,249,253,263,266,280,283,286,290,293,296,310,315,318,322,325,331,334,337,340,343,346,349,352,355,358,362,365,369,372,398,403,414,418,421,435,438,441,445,448,462,465,476,479,483,494,497,508,511,515,525,539,550,554,557,574,577,581,584,591,605,612,617,621,653,657,674,678,684,687,690,697,701,707,710,713,716,725,728,731,734],[11,12,14],"h2",{"id":13},"change-isnt-the-enemy-poor-change-management-is","Change Isn’t the Enemy; Poor Change Management Is",[16,17,18],"p",{},"We’ve spent the past seven weeks reframing how modern ITSM works, from infrastructure and service desks to principles, value streams, and product thinking.",[16,20,21,22,26],{},"But if there’s one practice that’s gotten a bad reputation, it’s this one: ",[23,24,25],"strong",{},"Change Management",".",[16,28,29],{},"Just the phrase alone conjures groans. CAB meetings. Spreadsheets. “Did you submit the RFC?” Risk-averse culture that confuses bureaucracy with control.",[16,31,32],{},"The problem isn’t change. The problem is how we’ve tried to protect ourselves from it. By slowing down, building barriers, and asking teams to justify progress instead of enabling it.",[16,34,35],{},"But here’s the reality: You can’t scale, release, or innovate without changing things. And in a DevOps world where changes happen by the hour, the old ways just don’t hold up.",[16,37,38],{},"Change Enablement isn’t about saying “no.” It’s about building confidence in your systems, your pipelines, your people.",[16,40,41],{},"When done right, change enablement is what unlocks speed and trust at the same time. It transforms fear into flow.",[16,43,44],{},"This week, we’re reimagining what change enablement can be. You’ll learn how modern organizations manage risk without red tape, and why great change processes don’t slow you down… they set you up to win.",[46,47,48],"blockquote",{},[16,49,50],{},"Because if you want to move fast, you have to get really good at change.",[11,52,54],{"id":53},"change-was-never-the-problem-fear-was","Change Was Never the Problem: Fear Was",[16,56,57],{},[58,59],"img",{"alt":60,"src":61},"Isometric server racks and an orange cloud linked by glowing circuit lines, illustrating change flowing through complex infrastructure","\u002Fuploads\u002F2025\u002F06\u002FChatGPT-Image-Jun-23-2025-06_56_37-PM.png",[16,63,64],{},"For decades, change management has been treated like a necessary evil. It was something to endure, a gate to push through, a checklist to satisfy, a meeting to survive.",[16,66,67],{},"Why? Because change introduced risk. And when systems were fragile, deployments were rare, and teams were siloed, the safest move was to slow everything down.",[16,69,70],{},"So we built process upon process:",[72,73,74,78,81],"ul",{},[75,76,77],"li",{},"CAB meetings that reviewed every line of code",[75,79,80],{},"Manual approvals with no context",[75,82,83],{},"Policies that applied equally to trivial config tweaks and major production overhauls",[16,85,86],{},"The result? Teams feared the change process more than the change itself.",[16,88,89],{},"They shipped late. Or worse… they found workarounds.",[16,91,92],{},"Ironically, all that process didn’t reduce risk. It just buried it in shadow changes, undocumented releases, and siloed knowledge.",[16,94,95,96,100],{},"Fast forward to today. You’ve got (",[97,98,99],"em",{},"hopefully","):",[72,102,103,106,109,112],{},[75,104,105],{},"Distributed teams deploying to production hourly",[75,107,108],{},"Feature flags and microservices releasing independently",[75,110,111],{},"Business stakeholders expecting faster feedback loops and customer impact",[75,113,114],{},"Infrastructure and application code living in the same repo",[46,116,117],{},[16,118,119],{},"Change is now constant. It’s not a decision. It’s the default.",[16,121,122],{},"But here’s the catch: Speed without trust leads to chaos. And trust without visibility isn’t real.",[16,124,125,126,129],{},"So the question isn’t: ",[97,127,128],{},"How do we stop bad changes?"," The real question is: How do we design change processes that support speed, accountability, and safety at scale?",[16,131,132],{},"We don’t need more control. We need better confidence.",[16,134,135,136,139],{},"That starts not by “managing” change like a threat, but by ",[23,137,138],{},"enabling"," it like a product.",[11,141,143],{"id":142},"what-modern-change-enablement-looks-like","What Modern Change Enablement Looks Like",[16,145,146],{},[58,147],{"alt":148,"src":61},"Isometric server racks and an orange cloud linked by glowing circuit lines, illustrating change enablement as an aligned system",[16,150,151],{},"Done right, change enablement isn’t about approvals, it’s about alignment.",[16,153,154],{},"It’s not a bottleneck, a burden, or a bureaucratic tax.",[16,156,157],{},"It’s a system of visibility, trust, and smart automation that lets you move fast and stay in control. Here’s how leading organizations are shifting their mindset and practice:",[159,160,162],"h3",{"id":161},"_1-from-control-to-context","1. From Control to Context",[16,164,165],{},"In traditional change management, every change gets the same scrutiny. In modern environments, that’s not only inefficient… it’s dangerous.",[16,167,168],{},"Today, change enablement is about contextual decisions:",[72,170,171,174,177,180],{},[75,172,173],{},"What’s the risk profile of this change?",[75,175,176],{},"What dependencies exist?",[75,178,179],{},"What’s the blast radius?",[75,181,182],{},"Who needs to know, and when?",[16,184,185],{},"Instead of treating all changes equally, we classify and route them intelligently.",[16,187,188],{},"The question shifts from “Did you get sign-off?” To “Does this meet the criteria for safe, automated release?”",[159,190,192],{"id":191},"_2-standard-changes-are-the-default-not-the-exception","2. Standard Changes Are the Default, Not the Exception",[16,194,195],{},"In a DevOps culture, many changes are low-risk and well-understood:",[72,197,198,201,204,207,210],{},[75,199,200],{},"Deploying a config update",[75,202,203],{},"Spinning up a staging environment",[75,205,206],{},"Adjusting a feature flag",[75,208,209],{},"Rolling out a pre-tested patch",[75,211,212],{},"Code deployed behind a feature flag",[16,214,215],{},"These shouldn’t require a CAB meeting. They should be pre-approved and fully automated.",[16,217,218],{},"By treating these as “standard changes,” you reduce friction, accelerate delivery, and free up your people to focus on the changes that do require human judgment.",[159,220,222],{"id":221},"_3-change-policy-as-code","3. Change Policy as Code",[16,224,225],{},"Manual approvals lead to inconsistency. Spreadsheets get stale. Wiki pages are rarely read, especially under pressure.",[16,227,228],{},"Instead, modern orgs embed policy directly into the pipeline:",[72,230,231,234,237,240],{},[75,232,233],{},"CI\u002FCD checks enforce change windows",[75,235,236],{},"Pull request templates capture intent and impact",[75,238,239],{},"Tests, peer reviews, and SAST tools act as automated gates",[75,241,242],{},"Risk scores determine whether a change flows straight through or flags for review",[16,244,245,246,26],{},"Change policy becomes part of the software supply chain, not a separate process. This creates ",[23,247,248],{},"consistency at scale",[159,250,252],{"id":251},"_4-real-time-visibility-replaces-weekly-cabs","4. Real-Time Visibility Replaces Weekly CABs",[16,254,255,256,259,260,26],{},"You don’t need a room full of people to see what’s changing. You need ",[23,257,258],{},"real-time insights"," and ",[23,261,262],{},"smart notifications",[16,264,265],{},"Modern enablement means:",[72,267,268,271,274,277],{},[75,269,270],{},"Change dashboards integrated into deployment tools",[75,272,273],{},"Slack or Teams alerts when a high-risk change goes live",[75,275,276],{},"Post-deploy validations that confirm service health",[75,278,279],{},"Audit logs and rollback options linked directly to the release",[16,281,282],{},"It’s not about permission, it’s about observability.",[16,284,285],{},"And it ensures that when things do go sideways, you know what changed, when, and why… instantly.",[159,287,289],{"id":288},"_5-change-is-everyones-responsibility","5. Change Is Everyone’s Responsibility",[16,291,292],{},"The days of tossing a change over the wall to Ops are over.",[16,294,295],{},"Modern change enablement is:",[72,297,298,301,304,307],{},[75,299,300],{},"Cross-functional from the start",[75,302,303],{},"Inclusive of dev, ops, security, product, and support",[75,305,306],{},"Grounded in shared SLOs, not isolated goals",[75,308,309],{},"Reinforced by blameless retrospectives, not blame games",[46,311,312],{},[16,313,314],{},"Shipping safely isn’t the responsibility of one team, it’s a shared outcome.",[16,316,317],{},"And when teams are aligned, trusted, and empowered, change stops being a risk and becomes a strength.",[11,319,321],{"id":320},"from-cab-bottlenecks-to-pipeline-integrated-visibility-a-real-world-pivot","From CAB Bottlenecks to Pipeline-Integrated Visibility: A Real-World Pivot",[16,323,324],{},"Let’s talk about what happens when a well-meaning change process starts slowing the entire engine down.",[16,326,327,328,26],{},"Your team’s story isn’t unique, but it is revealing. You’ve built a modern stack: Azure DevOps, CI\u002FCD pipelines, feature flags, automation, QA built into every stage. You’ve invested in velocity. In confidence. In ",[97,329,330],{},"safety at speed",[16,332,333],{},"And then? You hit a wall.",[16,335,336],{},"A new change process rolls out. It’s built around a manual Monday.com board, overflowing with required fields. Now you also need a Confluence template, documenting every impacted instance, timing detail, and rollback plan.",[16,338,339],{},"The result?",[16,341,342],{},"🚨 2–3 hours of admin work per release",[16,344,345],{},"🌙 Middle-of-the-night deployments",[16,347,348],{},"😤 Team frustration is through the roof",[16,350,351],{},"🧱 Velocity has turned to concrete",[16,353,354],{},"And it’s not because your people don’t care about governance. It’s because the process no longer fits the pace or shape of how your teams actually ship.",[16,356,357],{},"Here’s the truth: In a small, high-output team, every hour matters. Filling out forms and duplicating status updates doesn’t add safety, it adds friction. And when that happens, people will start cutting corners. Quietly. Out of necessity.",[11,359,361],{"id":360},"designing-a-modern-change-enablement-model-that-actually-works","Designing a Modern Change Enablement Model (That Actually Works)",[16,363,364],{},"Let’s turn this ship around. Here’s a practical blueprint based on where you are, and where you need to go:",[159,366,368],{"id":367},"_1-replace-forms-with-templates-built-into-the-pipeline","1. Replace Forms with Templates Built Into the Pipeline",[16,370,371],{},"Instead of separate Confluence docs and Monday.com boards:",[72,373,374,377,392,395],{},[75,375,376],{},"Use pull request templates that auto-capture the change summary",[75,378,379,380,384,385,384,388,391],{},"Integrate tags or labels (e.g. ",[381,382,383],"code",{},"#standard-change",", ",[381,386,387],{},"#prod-impact",[381,389,390],{},"#rollback-ready",")",[75,393,394],{},"Auto-link related work items, risk scoring, and reviewer sign-offs",[75,396,397],{},"Deployments auto-log to a changelog or board via webhook",[16,399,400],{},[23,401,402],{},"Tools to explore:",[72,404,405,408,411],{},[75,406,407],{},"Azure DevOps PR templates + GitHub Actions",[75,409,410],{},"Logic Apps or Power Automate for Slack\u002FTeams alerts",[75,412,413],{},"Datadog, Honeycomb, or Application Insights for change correlation",[159,415,417],{"id":416},"_2-define-and-pre-approve-standard-change-types","2. Define and Pre-Approve “Standard Change” Types",[16,419,420],{},"Create a shared catalog of what doesn’t need to go through red tape:",[72,422,423,426,429,432],{},[75,424,425],{},"Feature flag toggles",[75,427,428],{},"Cosmetic frontend updates",[75,430,431],{},"Infrastructure updates with no user-facing impact",[75,433,434],{},"CI\u002FCD pipeline edits that don’t affect runtime",[16,436,437],{},"Make these changes self-service + documented. Use a checklist, not a CAB.",[16,439,440],{},"Publish it. Socialize it. Evolve it.",[159,442,444],{"id":443},"_3-use-risk-based-approvals-not-one-size-fits-all","3. Use Risk-Based Approvals, Not One-Size-Fits-All",[16,446,447],{},"Automate release gates based on:",[72,449,450,453,456,459],{},[75,451,452],{},"Size of the change",[75,454,455],{},"Area of impact (prod, internal, infra)",[75,457,458],{},"Number of affected services",[75,460,461],{},"Whether a rollback strategy is declared",[16,463,464],{},"You can even score changes:",[72,466,467,470,473],{},[75,468,469],{},"0-3 = auto-approve",[75,471,472],{},"4-6 = requires QA signoff",[75,474,475],{},"7+ = alerts and optional review",[16,477,478],{},"Let the pipeline decide, not a meeting invite.",[159,480,482],{"id":481},"_4-bake-visibility-into-the-workflow","4. Bake Visibility Into the Workflow",[16,484,485,486,489,490,493],{},"The Monday.com board shouldn’t ",[97,487,488],{},"disappear",", but it should become a ",[23,491,492],{},"source of truth",", not a bottleneck.",[16,495,496],{},"Replace manual data entry with automation:",[72,498,499,502,505],{},[75,500,501],{},"PRs → auto-create entries",[75,503,504],{},"Deployments → auto-update status",[75,506,507],{},"Rollbacks or alerts → auto-flag exceptions",[16,509,510],{},"Then route these to Slack, Teams, or a live dashboard that anyone can check, without meetings.",[159,512,514],{"id":513},"_5-get-buy-in-through-friction-elimination","5. Get Buy-In Through Friction Elimination",[16,516,517,518,521,522,26],{},"Your teams are frustrated because the process isn’t helping them succeed. So make it clear that ",[97,519,520],{},"this isn’t about skipping governance",", it’s about ",[23,523,524],{},"moving it into the flow",[72,526,527,530,533,536],{},[75,528,529],{},"Hold a workshop: “What would make change safer and faster?”",[75,531,532],{},"Co-create the rules for what counts as a standard change",[75,534,535],{},"Show that this model builds more trust with fewer surprises",[75,537,538],{},"Use release metrics to prove impact (mean time to deploy, change success rate, cycle time)",[16,540,541,542,545,546,549],{},"Trust grows when teams feel heard. And when governance feels like an ",[23,543,544],{},"enabler",", not a gatekeeper, adoption becomes a ",[97,547,548],{},"pull",", not a push.",[159,551,553],{"id":552},"_6-shift-uat-left-or-kill-it-on-purpose","6. Shift UAT Left or Kill It On Purpose",[16,555,556],{},"If UAT isn’t helping, replace it with stronger production observability + rollback ability.",[72,558,559,562,565,568],{},[75,560,561],{},"Use feature flags to test in prod with real users",[75,563,564],{},"Empower QA to validate behind the scenes before general availability",[75,566,567],{},"Log, trace, and monitor early… not just post-release",[75,569,570,571],{},"Add service-level objectives to ensure you can ",[97,572,573],{},"confidently recover",[16,575,576],{},"If you can’t trust UAT, stop pretending it protects you. Build protection into where the users really live.",[159,578,580],{"id":579},"unity-comes-from-flow-not-consensus","Unity Comes from Flow, Not Consensus",[16,582,583],{},"The path to CI\u002FCD maturity isn’t “permissionless chaos”, and it’s definitely not “Monday boards and midnight releases.”",[16,585,586,587,590],{},"It’s about building ",[23,588,589],{},"a culture of confidence",", with:",[72,592,593,596,599,602],{},[75,594,595],{},"Clear definitions",[75,597,598],{},"Automated gates",[75,600,601],{},"Transparent visibility",[75,603,604],{},"Shared accountability",[16,606,607,608,611],{},"And most importantly: a process that works ",[23,609,610],{},"for your team",", not against it.",[46,613,614],{},[16,615,616],{},"That’s how you ship faster. That’s how you earn trust. And that’s how you go from frustrated forms… to full flow.",[11,618,620],{"id":619},"practical-takeaways","Practical Takeaways",[72,622,623,629,635,641,647],{},[75,624,625,628],{},[23,626,627],{},"Define and document standard changes."," Identify the low-risk, repeatable changes your teams make often, and build a clear, shared catalog that can be automated and pre-approved.",[75,630,631,634],{},[23,632,633],{},"Replace CABs with dynamic approval flows and real-time visibility."," Use automated notifications, dashboards, and risk triggers instead of static meetings and forms.",[75,636,637,640],{},[23,638,639],{},"Codify change policies into your CI\u002FCD pipelines."," Let your build and release pipelines enforce guardrails using GitHub Actions, Azure DevOps, or Spinnaker, not manual process docs.",[75,642,643,646],{},[23,644,645],{},"Implement risk scoring to determine release paths."," Create lightweight formulas based on scope, impact, rollback readiness, and environment. Then decide what flows straight through and what needs eyes.",[75,648,649,652],{},[23,650,651],{},"Educate teams on their role in enabling change."," Developers, QA, security, and product should all understand how change works, and how they help keep it safe, sustainable, and fast.",[11,654,656],{"id":655},"actionable-questions","Actionable Questions",[72,658,659,662,665,668,671],{},[75,660,661],{},"How many approvals do we require today, and how many of them actually reduce risk?",[75,663,664],{},"Are our developers confident in deploying… or constantly prepping for rollback?",[75,666,667],{},"Do we have real-time visibility into all recent changes, or are we relying on tribal knowledge?",[75,669,670],{},"What changes today could be classified as “standard” and automated tomorrow?",[75,672,673],{},"Does our current change process support agility, or quietly delay it?",[11,675,677],{"id":676},"coming-up-next-feedback-loops-that-drive-real-improvement","Coming Up Next: Feedback Loops That Drive Real Improvement",[16,679,680,681,26],{},"Next week, we dive into the heart of continual improvement: ",[23,682,683],{},"feedback",[16,685,686],{},"Not just surveys and incident reviews, but real-time signals, user behavior, support insights, and platform telemetry that tell you what’s working, what’s breaking, and what needs to change.",[16,688,689],{},"We’ll explore how high-performing teams build feedback loops into every layer of the stack. And how you can connect those signals back into product, operations, and strategy.",[16,691,692,693,696],{},"If you’ve ever wondered how to make postmortems more than a checkbox… or how to actually ",[97,694,695],{},"use"," feedback to get better… this one’s for you.",[11,698,700],{"id":699},"final-thought","Final Thought",[16,702,703],{},[58,704],{"alt":705,"src":706},"Purple and orange illustration of clouds, dashboards, gears and a pipeline linked by circuit lines, depicting automated delivery at DevOps speed","\u002Fuploads\u002F2025\u002F06\u002FChatGPT-Image-Jun-23-2025-07_03_20-PM-1024x683.png",[16,708,709],{},"Change is not the enemy. But bureaucracy? That’s a different story.",[16,711,712],{},"High-performing teams don’t fear change, they build systems that let them ship confidently, recover quickly, and learn continuously.",[16,714,715],{},"If your change process creates fear, friction, or form fatigue, it’s not protecting the business. It’s slowing it down.",[46,717,718],{},[16,719,720,721,724],{},"The goal isn’t fewer changes. It’s ",[23,722,723],{},"safer changes","… faster.",[16,726,727],{},"Modern change enablement means your developers don’t have to beg for permission to deploy. It means your stakeholders trust the pipeline because it’s observable, automated, and accountable. And it means every release builds more trust, not more process.",[16,729,730],{},"The fastest teams aren’t skipping steps. They’ve just designed better ones.",[16,732,733],{},"Change doesn’t need a CAB. It needs clarity, context, and a team that knows exactly how to move fast without breaking things.",[16,735,736],{},"Let’s make change a capability… not a constraint.",{"title":738,"searchDepth":739,"depth":739,"links":740},"",2,[741,742,743,751,752,761,762,763,764],{"id":13,"depth":739,"text":14},{"id":53,"depth":739,"text":54},{"id":142,"depth":739,"text":143,"children":744},[745,747,748,749,750],{"id":161,"depth":746,"text":162},3,{"id":191,"depth":746,"text":192},{"id":221,"depth":746,"text":222},{"id":251,"depth":746,"text":252},{"id":288,"depth":746,"text":289},{"id":320,"depth":739,"text":321},{"id":360,"depth":739,"text":361,"children":753},[754,755,756,757,758,759,760],{"id":367,"depth":746,"text":368},{"id":416,"depth":746,"text":417},{"id":443,"depth":746,"text":444},{"id":481,"depth":746,"text":482},{"id":513,"depth":746,"text":514},{"id":552,"depth":746,"text":553},{"id":579,"depth":746,"text":580},{"id":619,"depth":739,"text":620},{"id":655,"depth":739,"text":656},{"id":676,"depth":739,"text":677},{"id":699,"depth":739,"text":700},"lasswell",[767],"business","2025-06-23T23:14:31Z","md",false,null,"\u002Fuploads\u002F2025\u002F06\u002FChatGPT-Image-Jun-23-2025-07_04_53-PM.png",{},true,"\u002Fblog\u002F2025\u002F06\u002F23\u002Fchange-enablement-in-a-devops-world-replacing-fear-of-change-with-velocity-and-trust",10,{"title":6,"description":18},"itsm-in-practice",8,[765,781],"techcolumnist","blog\u002F2025\u002F06\u002F23\u002Fchange-enablement-in-a-devops-world-replacing-fear-of-change-with-velocity-and-trust",[],"\u002F2025\u002F06\u002F23\u002Fchange-enablement-in-a-devops-world-replacing-fear-of-change-with-velocity-and-trust\u002F","yLT8r7FJjhd5ca6g62YKfkPzXSPgaJs60TMBZUBpy2A",{"title":787,"description":788,"date":789,"url":790,"categories":791,"tags":792,"image":793,"readingTime":776,"canonical":765,"sites":794,"series":778,"seriesOrder":795},"Service Knowledge & Configuration: Building a system of record that helps","Building a service knowledge and configuration system of record that actually helps, after eight weeks on the pillars of modern ITSM.","2025-07-02T16:19:15Z","\u002F2025\u002F07\u002F02\u002Fservice-knowledge-configuration-building-a-system-of-record-that-helps\u002F",[767],[],"\u002Fuploads\u002F2025\u002F07\u002FChatGPT-Image-Jul-2-2025-12_18_41-PM.png",[765,781],9,{"title":797,"description":798,"date":799,"url":800,"categories":801,"tags":802,"image":803,"readingTime":795,"canonical":765,"sites":804,"series":778,"seriesOrder":805},"Infrastructure as a Product: Treating core systems with the same rigor as software","For the past six weeks, we’ve explored the foundations of modern ITSM, from value streams and guiding principles to service desks and delivery chains.","2025-06-13T00:35:22Z","\u002F2025\u002F06\u002F13\u002Finfrastructure-as-a-product-treating-core-systems-with-the-same-rigor-as-software\u002F",[767],[],"\u002Fuploads\u002F2025\u002F06\u002FChatGPT-Image-Jun-12-2025-08_32_06-PM.png",[765,781],7,[807,816,820],{"title":808,"description":809,"date":810,"url":811,"categories":812,"tags":813,"image":814,"readingTime":779,"canonical":765,"sites":815,"series":778,"seriesOrder":776},"Service Portfolios & Productization: Defining, marketing, and managing IT services","Ten weeks of rethinking IT not as a cost center, but as a strategic driver.","2025-07-28T23:49:15Z","\u002F2025\u002F07\u002F28\u002Fservice-portfolios-productization-defining-marketing-and-managing-it-services\u002F",[767],[],"\u002Fuploads\u002F2025\u002F07\u002FChatGPT-Image-Jul-28-2025-07_40_34-PM.png",[765,781],{"title":787,"description":788,"date":789,"url":790,"categories":817,"tags":818,"image":793,"readingTime":776,"canonical":765,"sites":819,"series":778,"seriesOrder":795},[767],[],[765,781],{"title":797,"description":798,"date":799,"url":800,"categories":821,"tags":822,"image":803,"readingTime":795,"canonical":765,"sites":823,"series":778,"seriesOrder":805},[767],[],[765,781],{"doc":825,"posts":855},{"id":826,"title":827,"body":828,"canonical":765,"cover":771,"date":847,"description":848,"extension":769,"meta":849,"navigation":774,"path":850,"seo":851,"sites":852,"slug":778,"stem":853,"__hash__":854},"series\u002Fseries\u002Fitsm-in-practice.md","ITSM in Practice",{"type":8,"value":829,"toc":845},[830,833,836,839],[16,831,832],{},"For years, ITSM has carried the baggage of thick binders, change advisory boards that meet once a month, and frameworks that feel like they were written for a world of mainframes and ticket queues. But the job hasn't gone away, it's changed shape. Today's IT organizations run in the cloud, ship on sprints, and answer to a business that expects speed without sacrificing reliability.",[16,834,835],{},"This series is my attempt to rebuild ITSM for that world: connective tissue between strategy and delivery, not a stack of approvals standing between them. Over ten parts, we'll work from first principles, the Service Value System, governance that moves with you instead of against you, through to the practical mechanics of service desks, infrastructure as a product, change enablement, configuration management, and how to package what IT delivers as an actual portfolio of services.",[16,837,838],{},"If you've ever felt the tension between \"move fast\" and \"keep the lights on,\" this is for you. Each part builds on the last, but you can also drop in wherever your team is stuck today.",[840,841,842],"takeaway",{},[16,843,844],{},"ITSM is not the approval layer between strategy and delivery. Done well, it is the connective tissue that lets a cloud-native, sprint-driven organization move fast without losing the plot.",{"title":738,"searchDepth":739,"depth":739,"links":846},[],"2025-05-01","A ten-part series on running modern IT service management in a cloud-native, agile, multi-framework world, from governance to service portfolios.",{},"\u002Fseries\u002Fitsm-in-practice",{"title":827,"description":848},[765,781],"series\u002Fitsm-in-practice","9mZGhF0GtiOqnGwdRKG--iMds67WyVuFeBPaDTY8BOE",[856,867,877,886,896,906,796,915,786,919],{"title":857,"description":858,"date":859,"url":860,"categories":861,"tags":862,"image":863,"readingTime":864,"canonical":765,"sites":865,"series":778,"seriesOrder":866},"Why ITSM Still Matters in a Cloud-Native, Agile, Multi-Framework World","Technology is no longer a back-office function; it’s the front door to your customer, your employee experience, and your ability to scale.","2025-05-01T01:43:15Z","\u002F2025\u002F05\u002F01\u002Fwhy-itsm-still-matters-in-a-cloud-native-agile-multi-framework-world\u002F",[767],[],"\u002Fuploads\u002F2025\u002F05\u002FChatGPT-Image-Apr-30-2025-09_33_34-PM.png",12,[765,781],1,{"title":868,"description":869,"date":870,"url":871,"categories":872,"tags":873,"image":874,"readingTime":875,"canonical":765,"sites":876,"series":778,"seriesOrder":739},"The Service Value System: How to connect strategy to execution through value streams","Last week, we discussed why ITSM still matters in a world filled with sprints, pipelines, and cloud-native technology.","2025-05-08T19:29:15Z","\u002F2025\u002F05\u002F08\u002Fthe-service-value-system-how-to-connect-strategy-to-execution-through-value-streams\u002F",[767],[],"\u002Fuploads\u002F2025\u002F05\u002FChatGPT-Image-May-8-2025-02_38_54-PM.png",6,[765,781],{"title":878,"description":879,"date":880,"url":881,"categories":882,"tags":883,"image":884,"readingTime":795,"canonical":765,"sites":885,"series":778,"seriesOrder":746},"Governance Without Gridlock: Balancing agility and accountability in service delivery","But here’s the rub: even with strategy in place and value streams mapped, progress often grinds to a halt at the first sign of governance.","2025-05-15T18:42:50Z","\u002F2025\u002F05\u002F15\u002Fgovernance-without-gridlock-balancing-agility-and-accountability-in-service-delivery\u002F",[767],[],"\u002Fuploads\u002F2025\u002F05\u002FChatGPT-Image-May-15-2025-02_24_06-PM.png",[765,781],{"title":887,"description":888,"date":889,"url":890,"categories":891,"tags":892,"image":893,"readingTime":779,"canonical":765,"sites":894,"series":778,"seriesOrder":895},"The Service Value Chain: Using Engage, Plan, Build, and Support to run your ops","But let’s be honest, even with clarity of purpose and the best-intentioned guardrails in place, delivery still breaks down when teams aren’t moving in sync.","2025-05-23T13:32:10Z","\u002F2025\u002F05\u002F23\u002Fthe-service-value-chain-using-engage-plan-build-and-support-to-run-your-ops\u002F",[767],[],"\u002Fuploads\u002F2025\u002F05\u002FChatGPT-Image-May-23-2025-09_31_00-AM.png",[765,781],4,{"title":897,"description":898,"date":899,"url":900,"categories":901,"tags":902,"image":903,"readingTime":779,"canonical":765,"sites":904,"series":778,"seriesOrder":905},"Guiding Principles as Decision Filters: Making faster, more intelligent choices across teams","Sometimes you need to make a call right now, with half the information and zero precedent.","2025-05-29T16:16:11Z","\u002F2025\u002F05\u002F29\u002Fguiding-principles-as-decision-filters-making-faster-more-intelligent-choices-across-teams\u002F",[767],[],"\u002Fuploads\u002F2025\u002F05\u002FChatGPT-Image-May-29-2025-11_58_16-AM.png",[765,781],5,{"title":907,"description":908,"date":909,"url":910,"categories":911,"tags":912,"image":913,"readingTime":776,"canonical":765,"sites":914,"series":778,"seriesOrder":875},"Modern Service Desk Operations: From ticket takers to business enablers","The service desk gets a promotion: how modern service desk operations move from ticket takers to business enablers.","2025-06-05T20:11:41Z","\u002F2025\u002F06\u002F05\u002Fmodern-service-desk-operations-from-ticket-takers-to-business-enablers\u002F",[],[],"\u002Fuploads\u002F2025\u002F06\u002FChatGPT-Image-Jun-5-2025-04_01_05-PM.png",[765,781],{"title":6,"description":18,"date":768,"url":784,"categories":916,"tags":917,"image":772,"readingTime":776,"canonical":765,"sites":918,"series":778,"seriesOrder":779},[767],[],[765,781],{"title":808,"description":809,"date":810,"url":811,"categories":920,"tags":921,"image":814,"readingTime":779,"canonical":765,"sites":922,"series":778,"seriesOrder":776},[767],[],[765,781],1789970932047]