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Within every organization processes change, new technology is brought in, new policies are implemented and organizational structure can change too. IT Service Management (ITSM) initiatives often involve changing how people carry out their jobs and if you’re changing the way...

In this two-part blog series, ITSM and organizational change expert, Karen Ferris explains the importance of organizational change management and reviews the knowledge and tools available in ITIL Practitioner to support change professionals with OCM. Organizational cha...

Change, release and deployment in ITIL ® help to ensure that what a requester – such as a service owner – wants can be delivered from a technical and feasibility perspective. I’ve seen this work effectively in the French national railway company, SNCF; but before we get...

How to develop and grow control processes that work for your teams How do teams deliver better quality software or an IT solution at a pace that matches the needs of a business? This question is especially pertinent in the context of the solution development lifecycle an...

If your organization doesn’t change it will probably do one thing: atrophy. It’s not sustainable to remain the same - do that, and you’re writing your own obituary. Like it or not, change happens. The world, people and technology change and organizations need to maintain th...

In the second of a two-part blog series, ITSM and organizational change expert, Karen Ferris continues her exploration of organizational change management  (OCM) by looking at managing and reinforcing change. She also considers the knowledge and tools available in ITIL ® ...

Organizational Change Management (OCM) is an approach to managing the people side of change. Any IT Service Management (ITSM) initiative, small or large, individual, team or department driven will in some way affect people. The OCM approach is about identifying where any res...

Organizational and project change is difficult because – primarily – it involves humans who are programmed to like the status quo. Businesses underestimate the impact of change management at their peril. However, the tendency is to focus on project management delivery, st...

In IT and ITSM, we’re living in the age of change – and that change is accelerating. If the birth of the internet was the start of this new age, we’ve now entered the next evolutionary stage: that includes a combination of cloud computing, mobility, big data analytics, ro...

Being able to break through jargon is vital for effective communication, particularly when dealing with people who have little or no technical background. This is particularly true in change management where a breakdown in communication can potentially lead to failure in any ...