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As part of our ITIL Practitioner Global Summit , Simone presented a session on Creative Solutions and Energetic Contributions . Watch the video below and read her new blog post which also discusses the importance of collaboration and stakeholder management and how ITIL P...

Following the publication of AXELOS' The Future ITSM Professional report, AXELOS associate Toby Moore joined Dr Tuuli Bell, partner manager at Tasktop Technologies, to discuss the evolution of ITSM businesses and the shift to a more service-based culture. Ever...

A lot of organizations, like the one featured in this animation, experience frustration with their service desk. While that’s not a criticism – the majority get things done quickly – end users get annoyed by the speed of service desk support. Interestingly, what’s usually at...

For those waiting to hear, or wondering, about progress regarding the development of PRINCE2 Agile : please be assured, your wait is nearly over! Having harnessed a highly diverse set of opinions from within the working group, the new best practice guidance, which will blen...

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...

Project management learning is influenced increasingly by the importance of engagement . Tenets of engagement such as trust, relationships, communication and collaboration are all part of the behavioural and contextual competencies emerging in project management. Vodafone...

When I first ‘discovered’ ITIL ® in the 1990s, it was both a revelation and like discovering a “family” I never knew I had. At that time, I loved that “family” because of how it took us where we needed to be. And it was needed because IT was largely run by people with ...

The focus of the Project Manager today is more about delivering the right things: we’re now expected to be more involved with senior-level decisions and prove we’re delivering value. In 10 years’ blogging about the project management industry on GirlsGuideToPM.com I’ve ...

According to the Project Management Institute , ineffective communication leads to project failure one third of the time and compromises the project’s budget half the time. I always go by this mantra: people deliver projects not processes and tools . In order to emphasize...

Improving an organization’s agile capability can take many forms: It can involve training people in product-focused frameworks such as Scrum and Kanban, or project-focused frameworks such as PRINCE2 Agile™ and AgilePM/DSDM. Along with this it can include coaching and men...

30 years ago in the manufacturing industry, if you brought out a new product you may have had between three and nine months before your main competitors would catch on and create something to challenge you. Now, in a digitally-led market, you can often count your time of exc...

Recently, I have been lucky enough to attend some excellent events in the IT service management (ITSM) space. I have noticed some reoccurring themes running through the presentations and networking discussions, which was affirmed by the talks I attended at Pink17 . There a...

As more and more people turn to Agile frameworks over traditional project management methodologies to help enhance project capabilities and deliver outputs, it’s important to highlight that Agile is not a panacea for poor project management. At this point, let's distinguish b...

Is Agile IT Service Management (ITSM) an official term and is there a body of knowledge behind it? The simplest answer is not really. I have seen this term several times over the past few years, but never dug into it until I realized that we need more agility in the current...

Now that the dust has settled and the challenge is over, AXELOS Community is proud to announce the winners of The Great Agile Challenge. We’d like to thank everyone that participated in the challenge and we look forward to discussing all things best practice with you in futu...

How agile are we in IT service management (ITSM)? I’ve seen numerous different companies claiming to be agile while – in reality – they’re not. If we refer for a moment to the ITIL Continual Service Improvement (CSI) model, the first step is to define the vision and prop...

I remember the divide in the industry when we published Service Strategy in the summer of 2007. Whilst a minority said it was inspirational, the majority questioned what right IT had in trying to shape business strategy. Zoom forward almost a decade, where the Fourth In...

How can DevOps bring service improvements to IT service management (ITSM) in organizations and avoid throwing operations the “hot potato” of badly planned change projects? And what is the role for ITIL ® Practitioner’s 9 Guiding Principles – in particular start where y...

Approximately 70% of all IT Service Management (ITSM) transformation projects fail according to researchers from Gartner to McKinsey. And among those projects that fail, the same researchers uncovered that about half were unsuccessful because of internal resistance. As the...

By 2019 businesses globally will lose $1.2 trillion* to cyber breaches. This stark fact alone should make any company ensure it is resilient to cyber attack. So where do you start? What does the leadership team need to know and do? What skills are required for organizations...

When quantifying the scale of corporate cyber threat, the figures alone tell a sobering story. As reported in The Economist's recent special report on cyber security, 800m data records were lost last year as a result of cyber-attack, despite estimated worldwide spending of £...

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...

Agile is such a hot topic at the moment with clear recognition that agile approaches are increasingly important to fast-paced, organizational change. It’s definitely up there as important to the future of the project management profession and the people in it. Project...

Working as the service lead for an outsourced IT company, my challenge is understanding what our customers’ businesses are trying to achieve. Customers expect new ideas and innovation based on what we see other companies doing across a host of industries. But, above all, th...

What are the myths and realities about digital disruption? AXELOS attended the recent British Quality Foundation event, Digital Disruption – is it business as usual , and this is a summary of London Business School professor, Julian Birkinshaw’s analysis of current digi...

The ITIL ® Practitioner guiding principles are not independent of each other. You don’t start with focus on value then, once you’ve finished that, start thinking about a different principle. All nine guiding principles work together to help ensure you do the right things...

Configuration management is an area often underestimated by businesses. As the animation shows, creating a configuration management database (CMDB) isn’t necessarily that difficult but actually using it correctly within an organization is. This is because configuration man...

The discipline of project management is evolving rapidly, but what does this mean for the project manager? Lisa Hodges, principal consultant at Cornerstone Service Management, explains why the future belongs to project manager 2.0. At a recent conference one of my fello...

Organizations are going through a period of constant change in how they do things and having to leave behind the mindset of “that’s the way we’ve always done it”. As ITIL ® says, it’s a matter of focusing on customers and what they want. From an IT service management (IT...

Organizations today are struggling to stay responsive and effective in the face of constant change. Most are struggling just to catch up with, let alone get in front of, the accelerating turbulence that seems to infect every industry being impacted by ‘macro disruption’: A te...

In this first blog post, Julia Gosse considers organizations and their staff that have already adopted PRINCE2 ® : What challenges do PRINCE2 practitioners and their employers face with the concept of agile project delivery ? The biggest challenge is that the term “agile...

Why is IT and - consequently ITSM - under pressures that can pull it in two different directions? Leading research company, Gartner, calls it "bimodal IT" and depicts it as “rocks in a river”: solid IT operational excellence standing against the fast-moving flow of digital. ...

If your key stakeholders and end users aren’t happy, nobody’s happy. Key stakeholders can make or break the success of a project, even if all the deliverables are met and the objectives are satisfied . I was thinking recently about what added value I bring to the success ...

AXELOS associate Toby Moore and Dr Tuuli Bell, partner manager at Tasktop Technologies explore the outlook for IT following the release of the AXELOS The Future ITSM Professional report . IT has evolved beyond recognition in recent years to become an integrated part of ...

What you should do to improve project success and achieve value has been high on the agenda this year. Equally, the increased uncertainty in the economy has raised awareness of the need for increased professionalism in project and programme management (PPM) . In short, we’v...

As an organization are you interested in attracting top talent? In growing your business? Providing your employees, the tools they need to be successful? If you are than you need to create a learning-centred work culture. Our re cent ITSM and PPM benchmarking surveys sho...

What can ITSM practitioners learn from getting involved in problem-solving simulation activities? For example, the Apollo 13 simulation – something offered by accredited trainers – replicates the NASA event made famous by the phrase “Houston, we’ve got a problem”. And i...

The scenario animation below shows how a company was able to reduce costs and calls to its service desk by applying the ITIL Practitioner Guiding Principle of Design for Experience. Watch the animation and read the accompanying blog from ITIL Practitioner Architect Team Membe...

What's the point of ongoing professional development? In "My CPD Life", a short series of blog posts to coincide with the launch of the AXELOS Professional Development Programme , experienced practitioners share their views on the value of keeping your skills and kno...

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...

As part of our ITIL Practitioner Global Summit Hitesh presented a session on ITIL Practitioner and Service Design Roles . Watch the video and read his new blog post discussing the roles that can successfully benefit from adopting ITIL Practitioner. What is ITIL Pract...

The discrepancy between reports and reality is something that I see frequently within organizations because, as the animation below explores, Key Performance Indicators (KPIs) are often developed without proper consideration and understanding of the reasons behind the measure...

In response to the AXELOS The Future ITSM Professional report, AXELOS associate Toby Moore and Dr Tuuli Bell, partner manager at Tasktop Technologies, explore emerging issues in a key function of IT: The Service Desk An effective Service Desk is key to a successful IT...

What can project managers do to improve their skills and capabilities and – in turn – the performance of project teams? Have a best practice mindset To be truly effective, you need to know your chosen project management method – such as PRINCE2 ® – in ...

Since good governance is about the processes for making and implementing decisions, then effective governance and accountability structures are vital particularly if organizations are to successfully use an agile approach to deliver business change through the investment of p...

This is the first in a series of conversations with Nick Wilding and leading cyber resilience commentators and practitioners from around the world. Who should countries and companies learn from when thinking about cyber resilience? Estonia has been described in tech pub...

People and organizations seek out the reassurance in structured recommendations from sources like ITIL ® . These sources essentially articulate in a cogent and accessible way the learning from others who have been in the same place before them, facing the same challenges...

The worlds of IT and ITSM have been suffering something of a Mark Twain syndrome lately: reports of their death have been greatly exaggerated. Even worse than that, they’ve been subject to unnecessary hype along the lines of “the IT Department is dead, ITIL is dead, DevOps i...

Over the last year and a bit, our team has been lucky to have had the opportunity to meet with and speak to the wonderful ITSM community worldwide to understand how ITIL is being used to deliver value with IT Service Management (ITSM). A lot of this is captured in the AXELOS ...

In ITSM you need the skills to influence people beyond having a process and that’s all about relationships, interaction and successful communication. Human-to-human interaction seems an obvious concept? But how well do people in IT/ITSM perform in this respect? Over the ...