Published 31 Mar 2015
The case of the three UK judges sacked for viewing pornography using their official IT accounts raised some serious questions for the people involved, and their employers. The obvious question is how could men in these roles make such a terrible misjudgement and become invol...
Anti-Virus Software|Best Practice|Cyber Resilience|Cyber-attack|Privacy|Threats|Vulnerability
Published 17 Oct 2016
What is currently a typical starting point when organizations are thinking about protection against cyber threat and how often is that the right place to start? Organizations can start from one of three places when thinking about protection against cyber threat: Strategic...
Published 25 Oct 2017
Cybercrime is a lucrative business. And not just for the hackers. The figures of how much the cyber security market is worth – and will be worth – vary, but they’re all huge. It’s said that $75 billion was spent in 2015. That by it’ll be $155.4 billion in 2019. Maybe $231.94...
Cyber resilience|Cyber security|Cyber-attack|Learning|RESILIA|Threats|Training
Published 10 Aug 2016
Working on projects to develop new software with developers in a different country - in other words, remotely - poses certain problems that cry out for the practical approaches enshrined in ITIL ® Practitioner’s guiding principles. The scenario I describe, unfortunately...
Communication|IT Service Management (ITSM)|IT services|ITIL|Processes|Project management
Published 05 May 2015
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. They borrowed the principles of good customer service used by businesses, put “IT” in...
Business Solutions|IT Service Management (ITSM)|IT Services|ITIL|Requirements|Service Management
Published 08 May 2019
The major reason I think ITIL ® practitioners should be looking at the Intermediate module – Release, Control and Validation – is summarized in one word: DevOps. DevOps has become the latest way to describe collaboration, agile, and leaner enterprise working but ITIL’s R...
Agile|DevOps|IT services|ITIL|Knowledge management|Service management
Published 23 Feb 2018
Scott Harberd shares his experience of implementing PPM software during a period of transformation and change for one of the UK’s largest airlines. Following a period of rapid growth and promotion to the FTSE 100, the organization was outwardly successful but highly i...
Benefits realization|Change management|Communication|IT transformation|Maturity models|Project and Programme Management (PPM)
Published 19 Feb 2015
In today’s world of technology, businesses need to understand customers and their role in delivering service and value to them. Tech start-ups get this, with delivery teams focused on giving customers what they need and faster than ever before. But how well are organizations...
Collaboration|Customer Experience|IT Service Management (ITSM)|IT services|ITIL
Published 11 Aug 2015
Why should IT Service Management (ITSM) professionals care about agile delivery of technology services? With the business world changing rapidly under our feet, being agile allows rapid response to those changes in a timely manner and shifts your organization in the right d...
Agile|Behaviour|Frameworks|IT Service Management (ITSM)|IT services|Processes
Published 30 Nov 2016
Configuration Management requires a disciplined approach to be functional. It’s about having a record of your systems, what’s happened to those items and the details of the relationships between the items on your list. It’s commonly used in IT, military or commercial aviatio...
Change management|Information systems|IT Service Management (ITSM)|IT services|Processes|Value