Over at the ITSM Review, Ros Satar writes about ITSM Projects and how the Kanban methodology might bring value.

In these uncertain economic times the watch words of the moment seem to be:

"Do more with (continually) less"

I've spoken to a few customers recently about our new Coaching Loops feature in Berlin.

The feedback has been that some of our customers are already trying quality initiatives like this with their own customisations and that we've introduced some nice new capabilities with this product.

One customer I spoke to was especially interested in the feature that ensures consistent quality checks and opportunities to provide feedback across all engineers.

I am a big fan and advocate of Live Feed - in fact my first contribution to most email threads that I can see turning into "yet another behemoth of an information silo locked into someones INBOX" is:

Could we take this onto Live Feed and discuss it there?

Live Feed in ServiceNow is great for a number of reasons...

ServiceNow have announced the features that are included in the Berlin release - check out the 50 tweets of Berlin from Product Manager John.

Last blog post I asked the question "Who is sponsoring your ITSM enhancement project?"

I posted a presentation that you could adapt and give to your Product Owners who will be representing the voice of the users in your ITSM enhancement process.

Choosing the right Product Owner is essential - this person will be responsible for defining and prioritising your backlog of enhancements; without which you won't be able to deliver the right enhancements at the right time.

Some of my recent blog posts have been on the theme of Improving your ITSM system in a release driven way.

I wrote four posts before pausing:

• A system for ranking enhancement requests by urgency and business benefit
• Implementing the enhancement request system in ServiceNow

9 months isn't a particularly significant milestone (well - for Mothers-to-be it is probably quite significant!).

But today I've been with ServiceNow for 9 months (or 274 days, or 39 weeks).

My fiftieth community blog post is a little more significant however - it's been great having the community site to capture my thoughts and talk about the work that I do. Thank you to those that read my stuff in the blog.

Some data about the blog over the last 9 months and 49 posts...

• The blog so far has had 29,723 reads.
• It's had 163 "Likes" and 83 comments

On Tuesday I presented Coaching Loops in ServiceNow at Knowledge12.

It was an interesting experience and I was pleased with the feedback from the attendees. You can see the Twitter reaction on Storify here.

Coaching Loops are:

A process for providing frequent feedback.

We have recognised that people achieve high performance through a base level of ability and a culture of constantly identifying improvements. Lets take this and apply it to our Service Management individuals.

Check out the Twitter buzz for day 1 of #know12.

First of all - the Twitter search API isn't letting me pull back tweets based on volume so we only have a subset of the tweets sent today.

Lesson 1 - 2,000 attendees exceed the number of tweets you are allowed to pull back from Twitter without a commercial agreement.

The buzz today was:

• Debatable whether the reference to Berlin is the release or the man - there was a lot of talk about both today

New Orleans is buzzing this week.

Not just the live music in the bars on Bourbon Street. Or the expansive riverfront of the Mississippi*. Or the amazing cars dotted around the city that makes the whole city look like a movie set.

It's buzzing in the Hyatt hotel where ServiceNow customers and partners are amassing for Knowledge 12.