Published 08 Aug 2016
The IT architect title is used to describe a range of jobs varying in scope and responsibility but, in summary, the architect team is responsible for developing, maintaining and governing the ICT solutions across an organization. They are also tasked with making sure technol...
Communication|Customer experience|IT services|Leadership|Project management|Stakeholder management
Published 20 Aug 2015
Why, in project management, are small projects treated as the “poor relation”? Many Project Managers aspire to manage large projects and programmes – large, transformation activities with high visibility, significant resources and a lot of kudos! As such, an aspirational Pr...
Best practice|Frameworks|PRINCE2|Project and programme management (PPM)|Project management|Risk management|Small projects
Published 17 Jul 2017
ITIL Practitioner is best practice guidance I use both in implementation as a consultant and in training people working in IT service management. Before the arrival of ITIL ® Practitioner there was, in my opinion, a large gap between ITIL Foundation and ITIL Expert ....
Business solutions|Change management|Continual Service Improvement (CSI)|IT Service Management (ITSM)|ITIL|Value
Published 31 May 2019
What is human-centred service design (HCSD) and how does it add value to an organization? It begins when you start to ask the right people the right questions about how IT is performing. The right people are those using the IT! The principles of understanding customer...
Agile|Business solutions|Customer needs|IT services|ITIL|Problem management|Service management|Value
Published 17 Dec 2019
Enterprise agility is almost mandatory today. Digital disruption and the rate of change is stimulating product development, raising customer service expectations and altering the technology landscape forever. Any organization unable to read, respond and adapt to these cond...
Agile|Behaviour|Business solutions|Collaboration|Communication|Customer experience|Value
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 28 Jul 2020
An international brewery company I work with is, in fact, two companies: a producer and a distributor of products to the hospitality sector. The company’s operations were forced to close from mid-March and relocate staff to work from home. So how did it respond to the lockdo...
Best practice|Digital transformation|ITIL 4
Published 17 Aug 2017
When is an incident a major incident? An incident becomes major when the potential impact or urgency is considered significant. This means different things to different organizations, but ultimately it depends on business goals and objectives and is defined by each organiza...
Business solutions|IT Service Management (ITSM)|IT services|ITIL|Risk management|Stakeholder engagement
Published 14 Feb 2019
The ITIL ® update in a world of digital and service transformation Today, what are the main challenges facing organizations around IT generally and ITSM in particular? This is very dependent on the individual organization: on one hand, many are passing through digiti...
Best practice|Customer needs|IT services|ITIL|Service management|Value
Published 06 Oct 2020
‘ The CHAOS Report ’ 2018 from the Standish Group sees decision latency as one of the key factors why so many projects fail. In other words, if you want to improve project success, you have to speed up your decision-making. The Standish Group studied this decision latency for...