Published 17 Sep 2021
Talking about the service management office (SMO) in 2021 raises two key questions: is it still relevant today and has it ever been useful? The concept of having some sort of structure like an SMO seems to be under attack at the moment, which is a knee-jerk reaction that I t...
Published 16 Jul 2021
There’s a long list of innovations that have – in many ways – transformed industries, the way we live our lives and even the future of our planet. A non-exhaustive list could include: Electric cars: calling time on the internal combustion engine Netflix: From renting ...
IT services|ITIL 4|Service management
Published 19 Aug 2020
Many of us have been adjusting to the ‘new normal’, where the personal and professional have firmly intwined as we work from home. Despite saving valuable time on the daily commute, as well as the ability to work in our pyjamas, or nothing at all, this new arrangement has emp...
Published 16 Jun 2021
To ensure a holistic approach to service management, ITIL® 4 outlines four dimensions of service management, from which each component of an organization’s service value system should be considered. The four dimensions are: organizations and people information and technolo...
IT services|ITIL|Service management
Published 21 Sep 2021
In the current world of remoteness and uncertainty about places of work, language and common understanding take on a new level of importance. My work over the past four to five years has involved bringing people together in organizations to use ITSM effectively. This has be...
Collaboration|IT service management (ITSM)|ITIL 4
Published 14 Sep 2021
The opportunity with enterprise service management (ESM) is huge: bringing effectiveness and efficiency to work management across entire organizations. And there is a growing understanding and desire to make it work. Certainly, through the impact of Covid-19, people have s...
IT service management (ITSM)|ITIL 4
Published 28 Jan 2021
When an organization is going through a rapid modernization programme – and ultimately digital transformation – it needs clarity around its operating model. This is not just about having an organizational chart but rather the capabilities an enterprise needs to invest in....
Certification|Customer experience|Digital transformation|ITIL 4
Published 09 Apr 2020
What do project managers need to have “top of mind” when working on projects involving agile delivery methods? A handy checklist within the PRINCE2 Agile ® best practice guidance outlines the salient points to be aware of – and these are captured under four headings: 1 C...
Agile|Collaboration|Communication|PRINCE2|PRINCE2 Agile|Project and programme management (PPM)|Project management|Requirements
Published 01 Feb 2018
In the international bestseller The 7 habits of highly effective people (Free Press, 1988), Steven R. Covey describes an approach to being effective in attaining goals by aligning oneself to what he calls the ‘true north’ principles of a character ethic that are universal...
Behaviour|Project management|Stakeholder engagement|Strategy Execution|Vision
Published 17 Aug 2021
How mature is the service management office (SMO) concept in 2021 and how can ITIL® 4 give organizations the foundation for an effective SMO? SMOs – from my experience working with a select group of companies – are either not properly developed or simply don’t exist. And y...
ITIL 4|Service management|Value