SunView Software Blog

IT in 2017: Exploring The New Demands of the CIO

07/19/2017 by: Stephen Mann

IT has never really been about the "IT". It has always been about the business use cases in which IT is employed, and the better business outcomes it helps to deliver. In 2017, this need for better business outcomes (from IT) is more important than ever, and in every part of business operations. Read More

| IT Service Management / IT Operations / cio

5 Use Cases for AI on the IT Service Desk

07/10/2017 by: Stephen Mann

There has already been much written about the rise of artificial intelligence (AI); and machine learning and chatbots in particular. Some of this media attention is in awe of the technology itself – and yes, it is super smart. But some of it talks to “the machines” taking our jobs, which might be a concern for those currently working in IT support. Read More

| Service Desk / ITSM / AI for ITSM

Examining ITSM vs. ITIL: 10 Things You Need to Know

07/05/2017 by: Stephen Mann

The IT industry is filled with acronyms, and not just the three-letter variety. And so is IT service management (ITSM) – and here we have this blog’s first four-letter example.It gets used many more times throughout this blog post. Read More

| ITIL / ITSM

Can Higher Ed Institutions Benefit from Enterprise Service Management?

06/28/2017 by: Stephen Mann

  Most IT departments, whether they’re in the private or public sector, are looking to reduce what it costs to deliver and support IT; while, at the same time, improving the quality of service and overall customer experience. But IT departments are not alone in this two-pronged pursuit, with other lines of business – corporate service providers such as human resources (HR), legal, and facilities ... Read More

| ITSM / higher education

3 Ways Higher Ed Institutions Can Benefit From ITSM

06/19/2017 by: Stephen Mann

Along with most internal IT departments, in either the private or public sectors, higher education institutions continue to need to provide IT support to their end users – students, faculty members, and other employees – in line with what now seems like an age-old mantra of “doing more with less.” Read More

| IT Service Management / Education

Who are the Best DevOps Bloggers?

06/15/2017 by: Stephen Mann

There are good DevOps bloggers and bad DevOps bloggers, and it would be rude to mention a certain Clint Eastwood movie. The good blogs tend to be the ones written by people who have “been there, done that, got the t-shirt.” These bloggers write in detail, with war stories, and with insights that one can only acquire by doing the “hard yards.” Read More

| DevOps / Thought Leaders

Exploring Immutable Code & the ITIL Configuration Management Database

06/06/2017 by: Stephen Mann

  Over the last two decades, configuration management tools, i.e. those that effect and/or record a change, have multiplied in number however the associated thinking doesn’t seem to have changed much. But are we on the cusp, finally, of a big change?If cloud is changing what we manage and DevOps is changing how we manage it, in the middle of it all we are not only seeing new, different tools but ... Read More

| ITIL / CMDB / Configuration Management

10 Service Desk Metrics, Shift-Left, and AI Nuggets from HDI 2017

05/17/2017 by: Stephen Mann

The annual HDI Conference is done and dusted for another year, although I’m unsure what the Washington equivalent of Las Vegas’ “Elvis has left the building” is. As per usual, there was a lot of great service desk and IT service management (ITSM) learning (let’s call it “nuggets”) to be had – either in-person or remotely via the Twittersphere. Read More

| IT Service Management / Help Desk

Microservices, DevOps, and ITSM for an Antifragile Business

05/03/2017 by: Stephen Mann

  Microservices are a software architecture that creates antifragile systems by breaking monolithic applications into smaller microservice components and making these small components easy to deploy and robust against failure. Microservice components are also designed to expect, and gracefully handle, the failure of other microservices they depend upon, offering customers a partially-working ... Read More

| DevOps / Change Management

The Continued Importance of ITIL Change Management in Light of DevOps

04/19/2017 by: Stephen Mann

 If you work in the IT Service Management industry, and even if you don't, the late-February Amazon Web Services (AWS) S3 "event" won't have escaped your attention. Where a human error - a typo while members of the S3 team were debugging a billing system - caused other Amazon Web Services to stop functioning plus the services of customer that rely on them. For many, hopefully it was a timely ... Read More

| DevOps / Change Management