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 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 . Ho...
Business solutions|Change management|Continual Service Improvement (CSI)|IT Service Management (ITSM)|ITIL Practitioner|Value
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 & Programme Management (PPM)|Project management|Risk management|Small projects
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 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 10 Mar 2015
“It won’t work if organizations expect IT people to pick up an ITIL ® book or go on a training course and then implement successful service management solutions. “Organizations and people need to ‘adopt and adapt’ ITIL to the specific and unique requirements of their b...
Best Practice|Capabilities|Change management|ITIL|itSM Solutions|Processes|Service Management
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
Published 09 Jun 2014
Selling the enterprise-wide benefits of ITIL and Programme and Project Management (PPM) to businesses and other complex organizations should be the daily bread for anyone making a living in global best practice training. Selling the enterprise-wide benefits of ITIL and Progr...
Global Partner Programme|IT Services|Project & Programme Management (PPM)|Qualifications|Service Management|Training
Published 10 Feb 2015
Understanding the difference When looking at outputs and outcomes it is important that IT service management (ITSM) professionals understand the difference; all too often we focus only on our outputs and the processes rather than thinking about the outcome and what we are ac...
Best Practice|Information Management|ITIL|itSM Solutions|M_o_R|Service Management
Published 02 Dec 2016
Continual Service Improvement (CSI) is a key lifecycle of ITIL ® : but why should business focus on CSI and what benefits does it actually bring? To explain why businesses should focus on CSI it’s probably easier – and more powerful – to explore the organizations th...
Business solutions|Continual Service Improvement (CSI)|Customer engagement|Governance|ITIL|Leadership