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CX = BRM + SLM? Blog

CX = BRM + SLM?

  • By Barry Corless – Business Development Director for Best Practice, Global Knowledge
  • May 2015
  • Communication, Customer Experience, End-User Experience, ITIL, Service Desk, Service Management

It all started with a tweet and now I find myself debating Customer Experience (CX) on the AXELOS blog.

Taking the pain out of implementing configuration management systems Blog

Taking the pain out of implementing configuration management systems

  • By Kevin Holland – Service Management Consultant Specialist and ITIL Master
  • May 2015
  • Information Management, ITIL, Management, Requirements, Service Desk, Service Management, Value

Configuration management systems (CMS) are the bedrock of IT service management (ITSM); they provide the tools and databases to hold and manage all the necessary information about the assets used...

Service Management beyond IT - a world of opportunity Blog

Service Management beyond IT - a world of opportunity

  • By Patrick Bolger – Chief Evangelist at Hornbill Service Management
  • May 2015
  • Business Solutions, IT Service Management (ITSM), IT Services, ITIL, Requirements, Service Management

IT Service Management (ITSM) practitioners often forget that service management was not something they invented but rather a concept taken and adapted to create their own view of the world.

Building Cyber Resilience from the Board down White Paper White paper

Building Cyber Resilience from the Board down White Paper

  • Cyber Resilience, Cyber security, Learning, Senior management commitment, Senior team

This White Paper asks whether Directors have the knowledge they need to meet this responsibility and what learning methods might be most effective in reaching them.

Mind the Information Gap: Non-Executive Directors and Professional Development White Paper White paper

Mind the Information Gap: Non-Executive Directors and Professional Development White Paper

  • Cyber Resilience, Cyber security, Cyber-Attack, Data Protection, Information Management, Threats, Vulnerability

This Discussion Paper explores the ever changing cyber risk landscape and the challenges that Non-Executive Directors (NEDs) and other members of risk committees may face in understanding cyber...

An example ITIL®-based model for effective Service Integration and Management White paper

An example ITIL®-based model for effective Service Integration and Management

  • Governance, IT Service Management (ITSM), ITIL, Service Management

In this White Paper Kevin Holland describes one example model for effective SIAM.

LV=™  Video Case Study Case study

LV=™ Video Case Study

  • Adopt and Adapt, Agile, Continual Service Improvement (CSI), IT Service Management (ITSM), ITIL, Service Management, Stakeholder engagement

LV share the company's journey over the last couple of years and how they are looking to continually improve in the future.

Why every manager needs project management skills Blog

Why every manager needs project management skills

  • By John Earwood - Director, ECL
  • April 2015
  • Agile, Communication, Learning, Methodologies, PRINCE2, Project Management, Project Progress, Skills, Small Projects

To effectively implement all but the simplest of changes, managers need to be able to understand and manage projects, no matter what their principle role is.

PRINCE2 Agile™ for Practitioners - How Using Agile Will Help Support the PRINCE2® Principles Blog

PRINCE2 Agile™ for Practitioners - How Using Agile Will Help Support the PRINCE2® Principles

  • By Michelle Rowland, PRINCE2 Chief Examiner
  • April 2015
  • Agile, Best Practice, Learning, Management, PRINCE2, PRINCE2 Agile, Project and programme management (PPM), Project Management

Agile delivery principles are increasingly attracting the attention of organizations looking for the most appropriate approach to help meet their project objectives.

Issues in corporate governance and service governance as a solution Blog

Issues in corporate governance and service governance as a solution

  • By Peter Brooks - independent author and consultant in service governance
  • April 2015
  • Best Practice, Governance, IT Services, ITIL, M_o_R, MoP, MoV, MSP, Service Management

The justification for service governance is summed up neatly in the words of a CEO I know, when asked how things in the company were going: he said “Everything’s going OK, except...

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