Defects are not free. Somebody makes them, and gets paid for making them. W. Edwards Deming To summarize Deming’s teaching on defects, they cost an organization thrice. First, the defect is made, which robs the organization of a “working” product or service. Second, the defect must be identified, which also takes time and resources. Lastly,…
It seems that everything these days is about AI and how the world as we know it will end. Some are prophesying that entire swaths of our economy will be replaced by AI. Writers are lining up on both sides of the argument. As IT professionals, much has been written (or assumed) about the use…
Back in the days of ITILv3, focusing on process was the right thing to do at the time. Building out robust, documented, repeatable processes went a long way toward consistent service delivery, and for many years, this approach to service management was enough. Then in the late two-thousands, significant changes in availability of IT service…