Published 09 Mar 2016
Do you have what it takes to be a Business Relationship Manager (BRM) ? What does a BRM do? The role is responsible for building relationships between the IT organization and the business units to ensure IT services meet the needs of business customers. BRMs collaborate...
Business information management|Capabilities|Collaboration|IT services|Requirements|Skills
Published 22 Dec 2016
Having spent an early part of his career in a business relationship management role as a Government IT Service Management (ITSM) contractor supporting NASA, Adam McCullough understands the purpose and value of Business Relationship Managers (BRMs) within organizations. In th...
Business Relationship Management|Communication|Customer engagement|IT Service Management (ITSM)|ITIL|Skills|Value
Published 08 Jun 2018
The idea that there should be a disconnect between IT and the organization it operates within is, clearly, an insane proposition. Over the past 40 years we’ve recognized that there should be alignment, indeed convergence, between business and IT – and yet we’re still ...
Business Relationship Management|IT services|IT transformation|ITIL|Leadership|Skills|Value
Published 02 Feb 2018
My view is that companies in 2017 really started discovering that one IT service management (ITSM) solution doesn’t fit all and they need a broader perspective, with different tools for different challenges. This means not only getting more frameworks and models to sit tog...
DevOps|Frameworks|IT Service Management (ITSM)|ITIL|Project management|Value
Published 01 Jun 2017
Hitesh Patel demystifies the role and qualities of the Service Delivery Manager and where ITIL® Practitioner’s best practice guidance can support their work: Service Delivery Manager (SDM) is a role many people struggle with within IT Service Management (ITSM) and, for...
Business Relationship Management|Customer engagement|IT Service Management (ITSM)|ITIL|Requirements|Roles|Skills
Published 21 Jul 2017
How do people working in IT Service Management (ITSM) measure success and – more importantly – what should they measure? What tends to happen in ITSM is people measuring against internally-focused metrics: the number of incidents, service level agreements on incidents, the ...
Continual Service Improvement (CSI)|IT service management (ITSM)|IT services|ITIL|Value
Published 30 Jan 2017
The use of managed service providers is relatively common across all sorts of organizations. Unfortunately, what’s also common is ineffective relationships and ways of working between businesses and their provider. Most organizations work with a managed service provider in ...
Capabilities|Incident management|ITIL|Processes|Risk management|Service desk
Published 06 Feb 2020
IT transformation alone – as a functional concept – might deliver a good process outcome. However, the difference between that and digital transformation is like standing on the face of earth and then travelling to stand on the moon. Having just certified via the ITIL ® 4 ...
Business Relationship Management|Collaboration|Customer experience|Digital transformation|ITIL 4|Service catalogue|Service management|Value
Published 11 Oct 2017
At AXELOS, we like to explore new ways of working, as well as new ways of learning. One such way is experiential learning (or ‘learning by doing’ as it’s more colloquially known). Earlier this year, Paul Wilkinson from GamingWorks proposed running the [email protected]
Continual Service Improvement (CSI)|IT Service Management (ITSM)|Learning|Roles|Value
Published 28 Jan 2020
Strategy is more relevant than ever as a competence in service management. It’s a leadership skill and everyone working in operations, project management or in senior management needs to have some level of leadership skill; leading ourselves, leading teams and working cros...
Change management|Collaboration|Communication|ITIL 4|Service management|Strategy execution|Value