Published 06 Mar 2019
Have you noticed how the world of IT is changing in recent years? Have you also noticed how your role, responsibilities and current work practices might be coming under increased pressure to change and work differently? Organizations used to buy and build IT infrastructure a...
Cloud services|Digital transformation|IT service management (ITSM)|IT services|ITIL|Processes
Published 06 Aug 2018
What does migrating IT services to the cloud mean for ITIL ® ? I’ve heard various comments along the lines of “it’s no longer our infrastructure , it’s the responsibility of the cloud provider so why are we bothering with ITIL?” I find this really surprising as cloud integ...
Business Relationship Management|Career progression|Cloud Computing|Continual Service Improvement (CSI)|Governance|IT services|ITIL
Published 21 Feb 2018
We are going through a light-speed technology revolution: from IT modernization to digital transformations, the internet of things (IoT) , cloud computing and artificial intelligence (AI), not to mention “quantum computing”. My advice? Hold on tight, continue to learn and g...
Best practice|Digital transformation|IT Service Management (ITSM)|Service management|Skills
Published 26 Mar 2020
How well prepared are organizations for information security and risk management in an increasingly cloud computing-based world that is also volatile, uncertain, complex and ambiguous (VUCA) ? The rush to use cloud services sometimes means organizations are not thinking fu...
Behaviour|Cloud computing|Cyber security|ITIL 4|Risk management|Service management
Published 19 Jan 2015
In the first post in this series, Service Monitoring as a Strategic Opportunity , one of the topics that we discussed was the need for a "Service Monitoring Service " that would act as the monitoring platform for all of the various application and service teams within the s...
Best Practice|Cloud Computing|IT Services|Project Management
Published 23 Apr 2020
Service continuity management, along with IT security, is top of the critical list for IT today – not least in the current global situation caused by Covid-19 . If you don’t have service continuity management and something major happens, it could ruin your business and – cl...
Cloud computing|Customer needs|Information systems|Infrastructure|IT service management (ITSM)|IT services|ITIL 4|Risk management|Service desk|Service management|Threats|Vulnerability
Published 21 May 2018
Marcel Foederer is part of the AXELOS Lead Architect Team (LAT), responsible for guiding this year’s ITIL update. In this blog post he looks both backwards and forwards, considering where ITIL has come from and where it’s going: How has ITIL ® changed in the past 20 ye...
Agile|Best practice|Cloud Computing|Frameworks|IT services|ITIL|Value
Published 30 Oct 2019
The world of work is moving towards enterprise-wide, planned adaptability . Running the business and changing the business are becoming one and the same. As the organizations we’re working with are fundamentally aiming to improve their capability, it is interesting to note ...
Agile|AgileSHIFT|Business solutions|Certification|Cloud computing|Customer engagement|Digital transformation|Project management
Published 26 Feb 2015
The first aspect of Service Design is to define the functional requirements, capabilities, and so on. No matter what we are doing and no matter the industry, we should always start with the customer in mind. In the case of our Service Monitoring Service, our customers are th...
Best Practice|Cloud Computing|Cloud services|Frameworks|Service Management
Published 02 Feb 2015
Service Management must not shy away from application development Most Service Management organizations are full of process people. And then, there are tools teams that are full of tools people. What I mean is that the tools teams are made up of individuals who are experts...
Cloud Computing|Cloud services|IT Service Management (ITSM)|IT Services|Processes|Service Management
Published 30 Sep 2014
One of the most important aspects of delivering a world-class service, regardless of whether the word "cloud" is associated with the service or not, is Service Monitoring. Monitoring should not be considered a commodity, but rather a strategic opportunity for Service Deliver...
Cloud Computing|Customer Experience|IT Services|Management|Service Management|Strategy Execution
Published 07 Apr 2015
Simplifying things for our application team consumers: Inputs Application teams know their applications. We know our Service Monitoring Service. We need to quantify very simple inputs that will enable our application/service teams to easily consume our service. The great new...
Best Practice|Cloud Computing|IT Services|Service Management
Published 22 May 2020
Technology has helped companies make the transition to remote working that was necessary over the past months. Organizations have had to react fast to come up with temporary solutions. Many employees are now able to work from home , services have been moved to the digital s...
Best practice|Cloud computing|Digital transformation|Frameworks|Leadership|Service management|Strategy execution
Published 14 Dec 2018
Julie L. Mohr, renowned author and international keynote speaker, shares with AXELOS her thoughts on why consumers are embracing companies such as Uber, Amazon and Netflix and why IT organizations can either learn lessons from the disruption economy, or risk extinction: ...
Digital transformation|IT components|IT services|IT transformation|ITIL
Published 24 Feb 2016
Good information security and cyber resilience begins with creating a solid security strategy. So, how do organizations and their CISOs or Heads of IT and security create such a strategy? There are a number of critical questions, driving factors and strategic considerations ...
Cyber resilience|Cyber-attack|Information management|Processes|RESILIA|Risk management
Published 18 Apr 2016
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...
Behaviour|Capabilities|Change management|Cloud services|Communication|IT Service Management (ITSM)
Published 20 Sep 2019
Cloud-based IT services have created a massive change in the traditional IT model, the way IT is delivered and the agility enabled as a result. With cloud, organizations are getting access to technology services in days and weeks rather than months and delivering products ...
Cloud services|Customer needs|Frameworks|IT service management (ITSM)|ITIL|ITIL 4|Processes|Value
Published 03 May 2016
The success of cyber security awareness learning in organizations today is, typically judged by the ‘ticking of a box’ to say it’s been done. But have organizations – and their managers responsible for information security awareness learning – really stopped to ask whether t...
Published 12 Jun 2020
We spoke with Kevin Moye, who is retiring from the US Air Force and has recently passed his ITIL ® Foundation exam. Here is his experience with ITIL so far. Can you tell me about your professional history? I’ve been in the US Air Force for the past 21 years, working in H...
Career progression|Certification|IT service management (ITSM)|ITIL|ITIL 4|Service management
Published 17 Feb 2017
I recently read a blog post titled something like "the death of ITIL ® ". The essence of the post was the suggestion that DevOps would essentially supplant the role of ITIL in high-functioning organizations. Reading the blog post made me realize that the state of confusi...
Change management|DevOps|Frameworks|Incident management|IT Service Management (ITSM)|ITIL
Published 13 Nov 2015
Looking behind, the Building Service Monitoring as a Service with an Eye on the Cloud series of blogs has covered a lot of ground - from why, to what, to how. Now it is time to look ahead to how we pump water through the pipes we have built. It is time to discuss how we be...
Business solutions|Cloud services|Communication|IT Service Management (ITSM)|IT services|Service desk|Service management
Published 17 Jun 2015
Earlier in the series, we discussed the importance of enabling features in our Service Monitoring Service that make the application teams want to use the service rather than building their own “page myself” scripts.There are many features that we may add, but there are thre...
Best Practice|Change management|Change requests|Cloud Services|IT Service Management (ITSM)|Processes
Published 04 Jul 2019
ITIL ® Intermediate’s Planning, Protection and Optimization (PPO) module compels practitioners to think about the practical details of providing an IT service. In other words, once you have crafted the right service design what are the practicalities and implications of ...
Cloud services|IT service management (ITSM)|IT services|ITIL|M_o_R|PRINCE2|Service management
Published 18 Mar 2016
In my previous post in this series, I posed a question: “Can perfect monitoring still end in failure?” I hope that you have come to the same two conclusions that I’ve come to: nothing made by humans is perfect, and even if monitoring were perfect, we can most certainly fail...
Best Practice|Capabilities|Cloud services|IT Service Management (ITSM)|IT Services|ITIL|Service Management
Published 17 May 2019
While working for the North Atlantic Treaty Organization (NATO) with responsibility for global service level agreements, certifying in ITIL ® ’s Intermediate Service Offerings and Agreements (SOA) module was essential. I really recognized the power of ITIL and service mana...
Certification|Cloud services|IT services|ITIL|Service desk|Service management|Value