Published 14 Mar 2016
Janek Rozov, Head of the Information Society Services Development Department at the Ministry of Economic Affairs and Communications in Estonia, explains how it has introduced a multiple-view service catalogue to improve understanding of services amongst its citizens and allo...
Best Practice|Frameworks|IT Service Management (ITSM)|IT services|Processes|Service catalogue
Published 10 Mar 2015
“It won’t work if organizations expect IT people to pick up an ITIL ® book or go on a training course and then implement successful service management solutions. “Organizations and people need to ‘adopt and adapt’ ITIL to the specific and unique requirements of their b...
Best Practice|Capabilities|Change management|ITIL|itSM Solutions|Processes|Service Management
Published 07 Jun 2017
It might sound strange to say that there’s no need to be afraid of failure. And that goes for IT Service Management (ITSM) as much as anything else in life and business. Using ITIL to learn how not to fail in ITSM In fact, one of ITIL ® Practitioner’s co-authors, Kevin ...
IT Service Management (ITSM)|IT Services|ITIL|ITIL Practitioner|Service Management|Value
Published 17 Feb 2015
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. ...
Best Practice|Frameworks|IT Service Management (ITSM)|IT services|Service management
Published 17 Mar 2015
An organization needs clarity and transparency to show leaders and boards of directors how well it’s operating, but without everybody having to become accountants! With no disrespect to the accountancy profession, viewing an organization solely from a financial point of view...
Best Practice|Continual Service Improvement (CSI)|Governance|IT services|ITIL|Service management|Value
Published 25 Jul 2017
Every product or service has a carbon footprint. How a project is managed, how a product is built and used, and how it is disposed of will define the harm it does to our planet. Sustainability must be judged across the entire product lifecycle. So many of the decisions tha...
Behaviour|Continual Service Improvement (CSI)|Project management|Requirements|Service management|Value
Published 05 Nov 2015
Using and Developing IT Skills within the Organization Many organizations today are faced with the challenge of adopting cloud-based IT services, a move which may involve a significant transformation of IT infrastructure. One option is to adopt a private cloud model to lea...
Agile|IT Service Management (ITSM)|IT Services|IT transformation|ITIL|Processes
Published 15 Apr 2016
As part of our ITIL Practitioner Global Summit Bjorn presented a session on ITIL Practitioner and Strategic Roles . Watch the video and read his new blog post also discussing how ITIL Practitioner can be applied to a number of key IT Service Management (ITSM) roles. ...
Capabilities|IT Service Management (ITSM)|ITIL Practitioner|Qualifications|Skills|Training
Published 11 Aug 2015
Why should IT Service Management (ITSM) professionals care about agile delivery of technology services? With the business world changing rapidly under our feet, being agile allows rapid response to those changes in a timely manner and shifts your organization in the right d...
Agile|Behaviour|Frameworks|IT Service Management (ITSM)|IT services|ITIL|Processes
Published 21 Oct 2016
I n recent years Romania and, more broadly, South East Europe have become a hotbed for international IT services. Due to the region’s Internet of Everything approach, the IT market is booming and facilities like Security Operations Centres (SOCs) and Network Operation Centres...
Communication|Continual Service Improvement (CSI)|IT services|ITIL Foundation|Processes|Resource management