Published 26 Feb 2019
Stakeholder engagement is absolutely vital whether you are operating in a portfolio, programme or project activity. It is the means by which you gain support for your change initiatives allowing them to progress through the organization. Stakeholders generally do not appre...
Communication|MSP|Portfolio management|Programme management|Project management|Stakeholder engagement
Published 02 Apr 2015
The customer interface is the place where an organization meets its customers but in ITSM it’s something no one talks about enough, even though it adds so much value. In today’s economy, businesses revolve around the service experience: take the upmarket coffee house concept...
Adopt and Adapt|Best Practice|Customer Experience|IT service management (ITSM)|IT Services|ITIL|PRINCE2|Service Management
Published 16 Sep 2016
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...
Published 21 Dec 2015
Projects fail for a number of reasons: while it’s dependent on the industries you are working in, there are some reasons that are more prolific than others. For example: Unclear scope and success criteria Lack of buy-in and engagement Lack of change management skills U...
Best Practice|Change management|Customer needs|Project management|Project planning|Skills
Published 12 Mar 2019
I ’m often asked how to apply agile principles in project management to ensure customers get the end product they need. Knowing what a final product will do – and how it will do it – is essential; defining that clearly is the purpose of a requirement in the PRINCE2 Agile...
Agile|Governance|PRINCE2|PRINCE2 Agile|Project management|Requirements|Skills
Published 07 Feb 2018
Reality TV show Shark Tank panellist and entrepreneur Kevin O'Leary always asks: “How do I make money” when presented with any product. The value to him is simple – getting the biggest return on investment with the least amount of risk. Focusing on value is extremely i...
Agile|Customer engagement|IT Service Management (ITSM)|ITIL|Value
Published 31 May 2018
I n a recent webinar hosted by New Horizons, AXELOS’ ITSM Product Ambassador, Akshay Anand, shared his thoughts about one buzzword of the moment, digital transformation: What is digital transformation , how are companies going about accomplishing it and what does th...
Change management|Continual Service Improvement (CSI)|Customer Experience|Digital transformation|IT Service Management (ITSM)|ITIL|Stakeholder management
Published 01 Jun 2017
Hitesh Patel demystifies the role and qualities of the Service Delivery Manager and where ITIL® Practitioner’s best practice guidance can support their work: Service Delivery Manager (SDM) is a role many people struggle with within IT Service Management (ITSM) and, for...
Business Relationship Management|Customer engagement|IT Service Management (ITSM)|ITIL|Requirements|Roles|Skills
Published 22 Jan 2016
IT professionals do not typically focus on delivering value to customers and that’s because service providers in general don’t understand what value is – it’s not quantifiable, it’s not tangible, it’s not definable, it’s not measureable and so it can frighten them. Manageme...
Customer engagement|IT Service Management (ITSM)|IT services|ITIL|Processes|Service catalogue|Value
Published 13 Aug 2018
When it comes to ITSM programme management, Continual Service Improvement (CSI) through ITIL ® is an opportunity to add value that exceeds customers expectations. Get to know the customer The first step in a contract should be a kick-off meeting and, where possible, d...
Continual Service Improvement (CSI)|Customer needs|IT service management (ITSM)|ITIL|Programme management|Stakeholder engagement|Value