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future.jpgHumans struggle to define concepts.  Ontology is useless in a world that needs to be "communicated to", "marketed against" and "preference driven".


The pathology around the word "practitioner" is a symptom of this misguided direction by people in tech to take ownership, create “customers” and define relationships and roles. Many people feel there is a need for "real practitioners" in social media for ITSM.


It's not helpful to exclude consultants, sales people, marketers, CEOs, Moms and bakers by categorizing them as "not real practitioners" of IT Service Management.


I don’t know anyone that isn’t a “real practitioner”. Everyone I know is involved in tech, from the farmers back home to my diabetic neighbor who manages more cloud systems and relationships than many of the “real practitioners” I know.


When you see the word “REAL” you should recognize this as a calling card for “insecure with change”.


We must stop creating relationships where we subjugate people to roles that define who "we" are.


In the 25 years I have been in IT support, three things come up in enterprise support that seem to be unicorn-like in their magic, visibility and hope.


  1. CMDB
  2. Knowledge Management
  3. Self Service


As I stated at the beginning of this article, the ontology of these words doesn't allow for them to move beyond spin, pitch, hype and unicorn status.


How do you maintain the CMDB we were promised in the 90s in a world of APIs, connected personal wearable devices, quantified self, IOT, and cloud services?


How do you manage knowledge in an age where people create disposable messages and ephemeral media?  In an era where more information has been created in the last year than in all of human history?


How do you provide "self-service" in a time where people avoid any system that isn't something they choose while comparing home screens with a friend?


I specialize in just these types of issues.  I unusually start by looking at the humanity of the issue and working inward from there.


For example, with self-service, I had to look at why "I" personally didn't like it, and then I had to talk to friends, peers, neighbors and co-workers.


I did what we used to call "research" and "thinking".


It turns out that in the case of self-service, the problem has a few layers that are very simple.


Let's think about self-service historically.


  • 1990-2000 - Auto Response email, BBSs, printed manuals and graphics hung above machinery were self-service.
  • 2000-2005 - FAQs, Web portals, complex form-based workflows and telephony interactive voice response systems were the "new" self-service.
  • 2005-2010 - Activity streams, crowdsourcing,
  • 2010-2015 - Web based apps, collaboration, concierge desks, location-based support.


cloud.jpgYou'll notice two trends in the period of time above.


We were getting closer to each other.


We were experiencing "calm" technology.


Calm technology focuses on not distracting you from the moment at hand.  Maybe it’s a light that slowly changes its coloring to let you know about the weather. A wristband with haptic feedback to allow you to know it is time to leave for the airport to pick up your spouse.


Self-service can thrive in a world where it's part of our day and we can focus on each other.


IT through the years was meant to make work easier and faster.  IT was supposed to be empowering and helpful.  The promise of IT of the 80s, 90s and 2000s wasn’t fulfilled.  IT became something to manage.  IT became something to be obeyed.  IT became something to be governed.



Today Information Technology is evolving into systems of enriched lifestyles.  We no longer think of the pain of a VCR, we think of the joy of browsing and streaming.  We no longer wonder where that file is, it’s on all of our devices.


We wear technology that motivates us to become more active.  We interact with technology to connect us to our family, friends and peers.  We don’t spend hours filling out forms or searching for answers, and we experience information in a way that is reflective of our values.  It’s amazing what IT was meant to be.


At BMC we believe that we are at the beginning of an age where IT isn’t about our relationship with technology, but instead is about our experience with information.  Finding your files was a step on this journey.  Sharing your dreams was a step on this journey.


Experiencing your passion through a relationship with information is our goal, and we are so pleased to be part of this amazing journey.


Let's explore this world together in my sessions on Tuesday, February 18, 2014, 7:15am for It’s Not Self-Service If It Actually Empowers People and later in the morning at 10:30am for Contextual ITSM & The Next Wave Of BYOD.


It’s amazing what IT was meant to be.




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Analog_lost_-2.jpgI've spent the better part of the last five years looking closely at technology and humanity.

During this journey, I purposely moved away from technology and focused on items concerning mindfulness, health, and personal data cartography.

These items are all part of a journey to an existence, shaped by our relationship to our "recorded" self.

In the movie "Her", Theodore upgrades to OS1, an empathetic operating system that assists Theodore with his day to day tasks. Quickly, it becomes apparent that Theodore is starting to have a very intimate relationship with his OS.

her movie.pngHis OS Samantha is more than an assistant; she helps Theodore look deep into his fears, his relationships, and himself.

Samantha grows at the same rate as Theodore. Soon, it became apparent that she has become capable of much more than intimacy. Samantha discovers her ability to move beyond emulating the relationship and needs of Theodore.

Samantha becomes capable of a love that is not understood in meta-polyamorous nature, that transcends the needs of being with a single person or another OS.

As everyone around us is evolving into deep relationships with information, devices, and themselves, it's important we look at how technology is transforming our lives.

In a recent webinar on ephemeral knowledge, I wanted to explore our liquid identity. How we have the ability to be any age, while on Facebook with friends from grade school, peers, and our future friends and employers.

Like the movie "Her", Theodore speaks to Samantha and states, "I feel like I can be anything with you."

Note, Theodore doesn’t say “anyone”, he says “anything”.

We could pontificate on big data, social, AI, and every other future fetish possible, and in the end, we are exploring every single one of us simultaneously.

We are awakening to a connected relationship with everything.

On December 23 2013, Marshall McLuhan @mcluhanspeaks tweeted "The electronic age, by creating instant involvement of each of us in all people, has begun to re-pattern the very nature of identity."

Our ability to identify with ourselves through technology of any medium, from a scrapbook to a fully automated life logging system, opens up a profound shift in humanity’s involvement in shaping our relationship to the technology we create, consume and bring to life, and then kill off.

Social media has become the baby teeth of connected humanity.

The camps of people who focus on the management, governance, pathology, automation, and safekeeping of our massive infrastructures of humanity do an adequate job of keeping people employed.

What have we kept running, and who is it serving?

From the cult of customer service to the experiential nature of our products and services, we are providing the very fuel to push humanity into a massive expansion of our capabilities to have relationships with information.

nar.pngNarcissus discovered the information from a reflection of what he thought himself to be.

There was nothing dark about this, beyond the pathology we created by over examining “self love”.

If we look outward by ten years, we won't be managing technology. We will be adapting to contemplative relationships with systems, most of which will not be fully biological.

What is biological, and why do we place so much praise on being “human”?

Isn’t humanity’s greatest gift our ability to evolve, adapt, and grow?

Is a person with a pacemaker not fully human? Is a child glued to her smart phone taking selfies, less of a child?

To some degree wearable technology is a very simple way of holding hands with our future selves.

By using services like Timehop and Memoir, we experience what I call "Perspective as a service".

In "Her", Samantha says to Theodore, "The past is just a story we tell ourselves."

Is your phone, just a smart device? Is it not a portal to the world’s information at this point and time? Is it not updates from your family, photos of your life, and recordings of the songs you danced to at the Prom?

To fetishize or pathologize our relationships with these systems, or even darker, to marginalize them into "services" will create the greatest schism of mankind’s evolution.

This is humanity’s greatest weakness, to look at change and use nostalgia to strip away the awareness of change.


People move to and from creating dystopia and utopia by referring to the "real" world, as if there is a more human version of us, if we just took a break from technology.

If we just unplugged from the world.

The problem with unplugging from the world is very simple, the world doesn't unplug from you.

bus.pngBy creating a "more human" version of yourself, because you can "go without" tech, embrace diversity by "leaning in" is another symptom of our broken relationship, not to our technology and services but, to ourselves.

There is no more “real” version of you, than the one skin you are crawling in and out of at this very moment.

You are an information system; if you must manage something, start there.

Humanity is the greatest system we will ever "service".

Humanity is no longer exclusively biological, not since we placed the first piece of clothing on to leave the warmth and abundance surrounding the equator.

Moving north forced us into systems of feudalism, capitalism, and, now, attentionalism.

When considering the future of technology, take a moment to consider the future of you.

You are technology in need of kindness, sincere passion, and love.

Nostalgia is hope through the lens of the archived you. Health is the relationship you have with the realized you. Love is the relationship you have with the future you.

Technology is the relationship you have with "us"

"Her" isn't about AI, it's about "us". Here.

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