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 17 Sep 2019
Understanding the power of frequent product releases – typical in agile projects – needs some prior reflection on the more traditional approach to product release, i.e. waiting until a product is built and then releasing it into the system. With that comes a certain feelin...
Agile|Behaviour|Customer engagement|Customer needs|PRINCE2 Agile|Project management|Stakeholder engagement|Value
Published 14 Aug 2019
Over the years there have been many studies and white papers that look at the difference in the performance and attitude of motivated and non-motivated staff. Happy people give great service and therefore it makes sense to take time and effort to invest in the people that are...
Customer engagement|Customer experience|Empowerment|Professional development|Training|Vision
Published 21 Aug 2019
The ‘age of the customer’ describes how modern organizations need to meet rapidly changing customer expectations and also anticipate their future needs. With technological advancement occurring at an unprecedented rate, increasingly, what distinguishes one organization from...
AgileSHIFT|Customer engagement|Customer experience|Customer needs|Skills|Stakeholder engagement|Strategic objectives
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 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 20 Jul 2020
Why is mapping the customer journey with a service mindset important for organizations in the digital era? Until recently, customers have mostly engaged with organizations via person-to-person engagement, such as paying in a cheque at the bank. Now, there is an increasing d...
Certification|Customer experience|Customer needs|ITIL 4|Skills
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