Published 14 Dec 2016
Why is IT Service Management (ITSM) important to organizations? Executives, of course, want to measure systems, data and people and how the IT infrastructure and the provided services are helping end-users to accomplish their business goal more efficiently. In the past, onl...
IT Service Management (ITSM)|IT Services|ITIL|Problem management|Processes|Requirements
Published 10 Apr 2019
This is part 2 of a 2-part article, read Part 1 . Theory to ACTION! At the end of the short simulation exercise (1 ½ hours) we asked delegates, ‘ What did you experience from applying ITIL ® 4 theory that you will now take away and try to apply in YOUR organization ? ...
Behaviour|Business Relationship Management|Certification|Collaboration|IT service management (ITSM)|ITIL|Stakeholder management|Value
Published 23 May 2016
As part of our ITIL Practitioner Global Summit Michael presented a session on Small scale ITSM implementation and ITIL Practitioner . Watch the video and read his new blog post also discussing this topic. How do you apply a large, comprehensive framework like ITIL ®...
Behaviour|Change management|IT Service Management (ITSM)|ITIL
Published 28 Jul 2017
Business service management (BSM) is about bringing value to a business through matching overall business objectives with IT. Arguably, the concept has been with us for some time; but like the latest version of ITIL ® addresses the issue of business and services, it ha...
ITIL|Leadership|Processes|Service catalogue|Service management|Value
Published 02 Apr 2019
<BEEP>….The Mission control flight screen displayed another systems event… Inside the control room a concerned team of specialists is huddled round the Mission (Sales) Director, looking at the results of the flight plan so far. The first mission goal was not achieved, revenu...
Collaboration|IT service management (ITSM)|ITIL|Service desk|Service management|Value
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 19 Jul 2019
As a long-standing project manager already qualified in PRINCE2 ® Foundation , I’ve found that taking PRINCE2 Practitioner has made a positive difference to the way I approach my role in a number of important ways. Release potential First of all, and perhaps most signif...
Best practice|Certification|Change requests|Methodologies|PRINCE2|Project and programme management (PPM)|Project management|Project planning
Published 31 Oct 2019
It is October 2019. We are in the middle of the ITIL 4 refresh programme, having launched ITIL 4 Foundation in February and ITIL 4 Managing Professional Transition module at the beginning of this month. We are also about to launch two more Managing Professional books and ...
Certification|Customer experience|End-User Experience|Examinations|ITIL 4|Roles|Value
Published 09 Jan 2019
Automation today, and certainly in the future, can do many things equally if not better than humans, providing efficiency and cost savings. Ideally this also allows people to do more interesting work. The opportunity is clear that – as artificial intelligence becomes yet m...
Benefits realization|Big Data|IT service management (ITSM)|ITIL|Knowledge management|Processes|Service management
Published 15 Aug 2019
Executive Summary We all are aware of the three fundamental principles of People, Process and Technology. Every organization focuses on these three elements. The people factor in all the above has been limited to reskilling in new technologies and training on methodologies a...
Behaviour|Digital transformation|IT service management (ITSM)|Knowledge management|Resource management|Service management|Skills