Published 25 Feb 2019
The service level agreement (SLA) model has always existed in the world of IT in some form, as a promise to guarantee a level of service. For a long time, SLAs have offered very traditional approaches to measure what is perceived as quality of service by IT organizations. ...
Behaviour|Customer engagement|Customer needs|IT service management (ITSM)|IT services|ITIL|Service desk|Service management|Value
Published 18 Aug 2015
PRINCE2 terminology can be a real bugbear for agile practitioners; they see it as being too prescriptive and inflexible. However, there are many PRINCE2 terms that reflect agile approaches. Here, we provide one example from each of the five PRINCE2 elements: 1. Initiation:...
Agile|Business solutions|PRINCE2|PRINCE2 Agile|Project and programme delivery|Project management|Project planning|Task management
Published 15 Nov 2017
When considering your ability to deliver projects, programmes and manage portfolios, you should always consider things from an organizational perspective first. Sounds obvious, right? Though this thinking is not new, it has been gaining a lot more traction in recent yea...
Published 20 Jun 2019
As usual, reading an article by Paul Wilkinson , is always a refreshing experience with food for thought. That wasn’t any different when I started reading his AXELOS blog on " the evolution in ITSM part 1 ". However, when reading the following paragraph, I experienced a ‘fu...
Agile|Certification|IT service management (ITSM)|ITIL 4|Service management|Training
Published 28 Feb 2019
Ten years ago, Bitcoin was launched, and James Cameron released his innovative film Avatar. And now think of all the changes we have lived through since then. The Fourth Industrial Revolution has created such a fast-paced and complex environment that organizations and individ...
Career progression|IT service management (ITSM)|IT services|IT transformation|ITIL|Value
Published 19 Mar 2015
I recently witnessed the CIO of a publicly traded company dismissing the results of a successful red team to the Board of Directors by stating that the “the test wasn’t realistic as the red team had insider access.” The “insider” access in this instance was a network connect...
Best Practice|Confidentiality|Cyber Resilience|Data protection|Frameworks|Risk management
Published 18 Dec 2015
Many individuals, and even organizations, are convinced that there is real value in the guidance documented in ITIL® , but they struggle to know how to use that guidance to best advantage. ITIL describes a lot of best practices that could be followed, but as the saying go...
Adopt and adapt|Change management|Communication|Continual Service Improvement (CSI)|IT Service Management (ITSM)|ITIL|Skills
Published 28 Jun 2017
The DevOps and Agile movements are putting increasing pressure on traditional approaches to IT Service Management (ITSM) as many organizations embrace new technology and become more and more cloud native . These concepts related to the movements are all about evaluating ...
Agile|Change management|DevOps|IT Service Management (ITSM)|ITIL|Processes
Published 26 Apr 2018
ITIL ® Practitioner was launched two years ago, expanding IT service management (ITSM) practitioners’ capability to deploy and derive value from the ITIL framework . Since then, how has the guidance helped people on the frontline of delivering IT services? AXELOS sp...
Best practice|Continual Service Improvement (CSI)|Customer needs|Frameworks|IT Service Management (ITSM)|ITIL|Service Management
Published 14 Dec 2018
Julie L. Mohr, renowned author and international keynote speaker, shares with AXELOS her thoughts on why consumers are embracing companies such as Uber, Amazon and Netflix and why IT organizations can either learn lessons from the disruption economy, or risk extinction: ...
Digital transformation|IT components|IT services|IT transformation|ITIL