Published 16 May 2019
The Service Value Chain, and Service Value Streams This is Part 4 . You can read part 1 here . Welcome back! This post is the fourth (and last) in a series in which I connect the key concepts of ITIL 4 . In the last blog we briefly covered the service value system (...
ITIL|ITIL 4|Service management
Published 25 May 2018
What is IT4IT and who is it relevant for? AXELOS’ ITSM Portfolio Development Manager, Roman Zhuravlev and Anton Lykov, Solution Architect for Micro Focus, discussed the IT4IT architecture model in a recent AXELOS webinar and this blog post offers a brief summary of their dis...
Agile|IT Service Management (ITSM)|IT services|ITIL|Processes|Service Management|Value
Published 05 Jun 2014
Throughout the 25 years of its existence, ITIL has supported IT organizations in providing business value for their customers in the form of well-designed and supported services. ITIL has become the most widely used and most successful ITSM (IT Service Management) framework i...
Best Practice|IT Services|ITIL|Project Management|Service Management|Value
Published 11 May 2016
I read an interesting comment by AXELOS Head of ITSM Kaimar Karu that “…the ITIL of the future is from practitioners, for practitioners.” As a result, I keenly awaited the release of the ITIL ® Practitioner Guidance so that I could use it to assess and improve my ITIL prac...
Adopt and adapt|Continual Service Improvement (CSI)|IT Service Management (ITSM)|ITIL|Processes
Published 25 Sep 2018
IT Infrastructure management and support domain are experiencing a new makeover when it comes to tools, technologies, and methods that are being introduced on top of the service layer. Support and service are an integral part of every business. Every organization is an IT org...
Capabilities|Dashboards|IT service management (ITSM)|IT services|Processes|Service management
Published 04 Dec 2017
Everyone’s favourite IT service management (ITSM) puppet blogger, Joe The IT Guy, published an article a couple of months ago on the alignment of ITIL ® and DevOps. It had some great insights, and Joe suggested that I pen a follow-up … so, here it is. Before I start, I’d...
Capabilities|Continual Service Improvement (CSI)|DevOps|IT Service Management (ITSM)|Service Management
Published 14 Jul 2016
IT Service Management (ITSM) is not about the tools or the technology, but about delivering value to your customer through the use of that technology. The rapid advancements in hardware and software may have shifted the conversation onto what technology makes possible, but th...
Capabilities|Continual Service Improvement (CSI)|IT Service Management (ITSM)|ITIL|Processes|Value
Published 27 May 2016
One of the vital components of a successful Project and Programme Manager is leadership . Leadership capabilities are a key element of the behavioural competence among such professionals and, indeed, a Project or Programme Manager is someone people should choose to follow....
Behaviour|Capabilities|Leadership|Management|MSP|PRINCE2|Project and Programme Management (PPM)
Published 30 Apr 2019
Products, Services, and Service Relationships Over the next few weeks we will publish a blog series to give you the big picture of ITIL ® 4. A bit of context before I start: When I was in India last November, I was challenged by a group of trainers to create a single dia...
Customer engagement|Customer experience|IT service management (ITSM)|ITIL|ITIL 4|Service management
Published 06 Mar 2019
Have you noticed how the world of IT is changing in recent years? Have you also noticed how your role, responsibilities and current work practices might be coming under increased pressure to change and work differently? Organizations used to buy and build IT infrastructure a...
Cloud services|Digital transformation|IT service management (ITSM)|IT services|ITIL|Processes