Randy A. Steinberg > Quotes

“IT historically goes for perfection. Many times there is the thinking that unless every business requirement, function or feature is implemented the solution will not be acceptable. It is easy to over-architect solutions and build much more than what the business would be happy with. Constructing more than what is really needed is a form of waste.”
― Randy A. Steinberg, High Velocity ITSM: Agile IT Service Management for Rapid Change in a World of Devops, Lean IT and Cloud Computing

“The Customer will order services to accomplish some business function. Those services that the customer actually sees and interacts with are referred to as IT Business Facing services.”
― Randy A. Steinberg, Servicing ITSM: A HANDBOOK OF SERVICE DESCRIPTIONS FOR IT SERVICE MANAGERS AND A MEANS FOR BUILDING THEM

“Services should not be confused with organizations or IT units within the company. For example, a NOC (Network Operations Center) is not a service. The NOC itself could deliver a service such as Monitoring, Incident Response or Event Management services.”
― Randy A. Steinberg, Servicing ITSM: A HANDBOOK OF SERVICE DESCRIPTIONS FOR IT SERVICE MANAGERS AND A MEANS FOR BUILDING THEM