Published 16 Dec 2016
It’s a pivotal and exciting moment for the service desk. For those still struggling with their traditional IT service desks that might sound like an odd statement, but significant change is coming. Historically, the service desk’s primary role has been a help desk for when ...
Best practice|Customer experience|IT Service Management (ITSM)|ITIL|PRINCE2|PRINCE2 Agile|Processes|Service desk|Skills
Published 26 May 2015
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...
Change Management|Change Requests|Collaboration|Methodologies
Published 25 Jul 2016
Project Office Managers, or P3Os and PMOs for short, are the crux of a project, programme or portfolio support office. Giving strategic guidance, support and coaching, PMOs lead the team to deliver best practice and standardize their approaches to project execution. In this...
Best Practice|Communication|P3O|Processes|Project and programme management (PPM)|Project management office
Published 31 Oct 2017
Having spent most of my career in delivery, I wanted to share my views on what makes a good programme management office (PMO) . It's no secret that, at times, the programme manager and the PMO don't always see eye to eye, so I wanted to explain some of the system dynamics...
Communication|Processes|Programme management|Project and programme delivery|Project and programme management (PPM)
Published 19 Sep 2016
Many people associate ITIL’s core books with managing incidents and problems. This focus on break/fix scenarios is probably historical, but the misconception is still very much alive. Having been an ITIL trainer for more than 15 years and practising even longer, the o...
Incident management|Infrastructure|IT service management (ITSM)|IT services|ITIL|Processes
Published 04 Nov 2015
Though a performance analytics and testing company, SOASTA use ITIL ® best practice to consider key processes for any application lifecycles and have applied them to their development methodology. In this blog, Dan discusses a little of what they have learned so far. ...
Best Practice|Change management|End-user experience|Methodologies|Processes
Published 09 Jul 2015
PRINCE2 is often taken as synonymous with the term “waterfall”. That’s a mistake with a number of implications. The truth is you can use it in a waterfall way but it’s not intrinsically waterfall; the main idea is to deliver profit and products for your business. Yet prac...
Agile|Collaboration|Frameworks|PRINCE2|PRINCE2 Agile|Project and programme management (PPM)|Project management
Published 15 Apr 2019
Digital disruption is transforming the way industries operate. But for a successful legacy business with an established infrastructure and corresponding capabilities, introducing change can be a challenge. You begin with the end in mind – and that’s the vision. By that, I d...
Best practice|Change management|Change requests|MSP|Requirements|Strategy execution|Vision
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 Oct 2018
Agile is fast becoming the ‘must-have’ methodology requested by many operations directors… something that may be more the result of an impulse purchase in an airport waiting lounge bookshop than coming from a deep understanding of the topic. That said, I must admit that le...
Agile|Frameworks|Governance|PRINCE2|Project planning|Stakeholder management