Published 26 Oct 2020
Today marks the launch of the 5 th edition of Managing Successful Programmes (MSP). MSP was last updated in 2011 and so this new edition responds to a number of changes that have taken place in the world of programme and project management since then. It also reflects chan...
Best practice|Certification|MSP|MSP 5th Edition|Programme management
Published 21 Mar 2019
Scene 1: The work area. Brent, the famous systems engineer from the Phoenix Project, is sitting behind his laptop – which is covered with DevOps enterprise summit stickers. On the wall behind him is a poster of the new corporate values ‘ We delight our customers ’ is one of ...
Agile|Behaviour|Business Relationship Management|Communication|IT transformation|ITIL|Strategy execution|Value|Vision
Published 24 Oct 2018
In recent years there has been a profound shift in the pace and extent of change. The need to develop an appropriate response to that is the reason behind the development of AgileSHIFT ® – a guide to help prepare individuals and organizations for transformational shift by ...
Agile|AgileSHIFT|Behaviour|Customer needs|Digital transformation|Frameworks|Value
Published 03 Jan 2017
Tallinn was mild and drizzly when I arrived as a first-time visitor to the annual itSMF Estonia conference , which is now in its eleventh year. Estonia has a thriving IT Service Management (ITSM) community, and the weather didn't dampen the enthusiasm of the 150 attendees, w...
Change management|Collaboration|Communication|Continual Service Improvement (CSI)|Frameworks|IT Service Management (ITSM)|ITIL
Published 02 Oct 2017
By 2019 businesses globally will lose $1.2 trillion* to cyber breaches. This stark fact alone should make any company ensure it is resilient to cyber attack. So where do you start? What does the leadership team need to know and do? What skills are required for organizations...
Best Practice|Collaboration|Cyber resilience|Cyber-attack|Leadership|RESILIA|Skills
Published 19 Nov 2020
If ITIL 4’s Digital & IT Strategy (DITS) module offers strategic guidance for leading digital transformation in a volatile, uncertain, complex and ambiguous (VUCA) environment, it was made for 2020. In fact, we were still writing the DITS book when Covid-19 hit, forcing us...
Agile|Business solutions|Digital transformation|ITIL 4|Vision
Published 11 Oct 2019
Today’s organizations need greater flexibility to create new products and services, which requires agility to build, test and deploy much faster. This need has led to movements such as DevOps and – in fact – ITIL ® 4 , the latest evolution of the ITIL best practice framewo...
Agile|Benefits realization|DevOps|Digital transformation|Frameworks|ITIL 4|Value
Published 09 Mar 2018
Project management and transformation practitioners Stephen Dowling and Stephen Callaghan have been sharing their 'Adapt or Die!' ideas with organizational change practitioners in Australia. AXELOS caught up with them to find out what this means for projects and project man...
Agile|Customer needs|Frameworks|Leadership|Project management|Roles
Published 06 Feb 2017
Programme managers juggle a wide range of challenges and many will get a buzz from bringing order to chaos and under-performance. All will want to avoid the pitfalls of change. Here are five change mistakes that a good programme manager will avoid in situations the really e...
Capabilities|Change management|MSP|PRINCE2|Programme management|Project and programme delivery
Published 22 May 2020
Technology has helped companies make the transition to remote working that was necessary over the past months. Organizations have had to react fast to come up with temporary solutions. Many employees are now able to work from home , services have been moved to the digital s...
Best practice|Cloud computing|Digital transformation|Frameworks|Leadership|Service management|Strategy execution
Published 21 May 2020
The focus on customer experience has really taken off in recent years. However, customer experience won’t happen without employee engagement; having engaged staff means the company performs more effectively. Therefore, creating more engaged employees is what companies should...
Customer experience|Customer needs|Empowerment|End-User Experience|IT service management (ITSM)|IT services|IT transformation|ITIL 4
Published 05 Mar 2020
What an exciting time it is to work in Service Management! Attending the Pink20 conference was a great example of why that statement holds true now more than ever. It was an event we at AXELOS won’t soon forget. The opening General Session lead by Pink Elephant’s President...
IT service management (ITSM)|ITIL|ITIL 4|Service management|Stakeholder engagement|Strategy execution
Published 01 Jul 2020
The current pandemic has probably accelerated organizations’ plans for working from home by five years and digital transformation is now taking months rather than years. So, the world that IT organizations have been moving steadily towards – supported by the digitally-enable...
Best practice|Collaboration|Digital transformation|IT services|ITIL 4
Published 24 Aug 2018
How do you implement ITIL ® successfully? Hang on a minute – is that even the right question? My answer to the question is this: you can’t. That’s because ITIL is a framework of guidance it isn’t something to be implemented; everything you do with ITIL and ITSM is abou...
Capabilities|Frameworks|Governance|IT service management (ITSM)|ITIL|Value|Vision
Published 11 Feb 2019
Best practice in IT, ITSM and the ITIL ® update: solving business problems and delivering value IT organizations operating anywhere in the world still remain too internally-focused. That isn’t me saying this. This is what we are discovering using our ABC cards (Attitu...
Best practice|Digital transformation|IT service management (ITSM)|IT services|ITIL|Value
Published 25 Jun 2019
With tech-centric changes driving disruption all around us, AgileSHIFT has a simple indicator to help you assess the impact on your organization. The Delta is the difference between the 'target state' and the current performance level. The larger the delta, the more exposed...
Agile|AgileSHIFT|Business solutions|Change management|Digital transformation|Threats|Vulnerability
Published 20 Oct 2020
A 2019 international study by the Dutch KPMG office* among more than 120 companies across 17 countries, showed that Agile transformation is “already in a more advanced stage” in the Netherlands and Dutch companies are showing an increased appetite for using Agile delivery met...
Agile|Best practice|PRINCE2|PRINCE2 Agile|Project management
Published 29 Oct 2018
Agile – it’s such a simple word but one that can cause so much misunderstanding. More and more of us are being asked to ‘be more agile’ in the way we work. We’re being called to be more adaptable, show greater agility, and to be more responsive . And it’s easy to see why, a...
Published 28 Jul 2020
An international brewery company I work with is, in fact, two companies: a producer and a distributor of products to the hospitality sector. The company’s operations were forced to close from mid-March and relocate staff to work from home. So how did it respond to the lockdo...
Best practice|Digital transformation|ITIL 4
Published 26 Jan 2018
In today’s world of digital transformation and disruption, organizations are in a constant state of change. Those that respond well will flourish, but building this capability effectively requires much more than a generic understanding. Tech giants Google, Apple and Micro...
Capabilities|Change management|Project management office|Strategic objectives
Published 20 Feb 2019
Combining different IT and ITSM frameworks for business benefit How do organizations that begin with basic IT service management (ITSM) processes progress their approach to become more service-centric? I often observe companies – in spite of today’s focus on digital tr...
Agile|Benefits realization|DevOps|Frameworks|IT service management (ITSM)|ITIL
Published 01 Dec 2017
Another day, another IT framework – or that’s how it could seem to IT Service Management (ITSM) practitioners in 2017. DevOps, digital transformation, BRM, SIAM and so on; all of them have relevance and good ideas; but we have to stop thinking that any one framework i...
Agile|DevOps|Frameworks|IT Service Management (ITSM)|ITIL
Published 11 Mar 2019
As an experienced ITSM professional I am fortunate to have a wide network of colleagues and friends within the sector and from the many conversations I have had, I came to the realization that most of us are unhappy with our IT service management tools . This got me thinking...
Digital transformation|IT service management (ITSM)|IT services|ITIL|Service management|Value
Published 19 Sep 2019
When I got my start in IT, I found myself in a service operation role without even knowing what it was! I was part of an initiative in which Service Operation (SO) and ITIL ® were at the heart: consolidating IT operations management and incident ticketing for a radiology ...
Customer experience|Incident management|ITIL|ITIL 4|Problem management|Processes|Value
Published 13 Aug 2019
Setting the scene: ‘…The rolling green hills of England, the buttercups painted a golden yellow by the early morning sun, cows lying in glistening dew cloaked fields, the gentle buzz of a bee in the scent filled breeze... a stark contrast to the high-tech hum of the sterile ...
Behaviour|Collaboration|Governance|IT service management (ITSM)|ITIL 4|Value
Published 07 Nov 2018
I recently became one of the first candidates to complete AXELOS’ new AgileSHIFT ® training and certification. I was delighted to pass the exam in the process, and (full disclosure here!) although I am an employee of AXELOS, I was impressed by the course enough to want ...
Published 31 Jul 2019
Despite studying software engineering and computer security to Masters’ level at university, my career took me into technical support rather than development. Working on a service desk – at the front end of IT, dealing with customers – worked for me: being customer focused...
Agile|DevOps|Digital transformation|Governance|ITIL 4|Professional development|Service desk|Service management|Value
Published 30 Sep 2016
There are a lot of misconceptions around ITIL as a tool within IT Service Management (ITSM). Some people believe that if they implement a ‘tool’ or an aspect of the guidance, they’re implementing the whole thing. Others think that if they implement a tool it will fix every...
Best practice|IT Service Management (ITSM)|ITIL|Processes|Service Management|Training
Published 15 Feb 2019
On Thursday 7 February, I attended the 2019 Learning Awards , run by Learning Performance Institute. AXELOS sponsored the People Development Programme of the Year Award (Private sector) which was presented to Honda Motor. The evening was a fantastic opportunity for all tho...
Career progression|CPD|Digital transformation|Learning|Professional development|Skills
Published 07 Nov 2019
AgileSHIFT ® addresses the concept of VUCA, referring to volatility, uncertainty, complexity and ambiguity as a driver for change. The concept is used to describe the chaotic, turbulent and rapidly changing business environment that has become the “new normal” for organiza...
Agile|AgileSHIFT|Behaviour|Business information management|Change management|Digital transformation|IT transformation|Leadership|Strategy execution|Vision
Published 21 Dec 2017
The ITIL ® update recently announced by AXELOS will be guided by the Lead Architect Team, comprising highly-respected experts from around the world. In this first blog post from the team, Troy DuMoulin talks IT past and present along with what an updated ITIL will mean f...
Published 04 Sep 2017
Is Agile IT Service Management (ITSM) an official term and is there a body of knowledge behind it? The simplest answer is not really. I have seen this term several times over the past few years, but never dug into it until I realized that we need more agility in the current...
Agile|Collaboration|Continual Service Improvement (CSI)|DevOps|IT Service Management (ITSM)|ITIL
Published 21 Feb 2020
What is a programme? And how does the Managing Successful Programmes (MSP ® ) guidance and certification make programmes more manageable? A programme is a flexible structure in an organization used to coordinate, direct and oversee implementation of a set of projects to de...
Career progression|MSP|PRINCE2|Programme management|Project and programme delivery|Project and programme management (PPM)|Project management
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 23 Mar 2017
Recently, I have been lucky enough to attend some excellent events in the IT service management (ITSM) space. I have noticed some reoccurring themes running through the presentations and networking discussions, which was affirmed by the talks I attended at Pink17 . There a...
Agile|Communication|DevOps|IT Service Management (ITSM)|IT transformation|ITIL
Published 24 Jan 2020
The ITIL ® 4 Managing Professional Transition module provides the foundation to deliver effective service management through new ways of working within digital organizations. This builds on concepts from ITIL 4 Foundation and the four Managing Professional modules, such a...
Best practice|Certification|Collaboration|DevOps|Frameworks|ITIL 4|Service management|Value
Published 07 Nov 2014
Eddie Vidal hosted the recent session at USA service management conference, FUSION14, where AXELOS Product Development Director, Frances Scarff presented her thoughts on project/programme management and ITSM. Here, he reflects on conference learnings and the state of ITSM in...
Best Practice|Business solutions|IT Service Management (ITSM)|IT Services|ITIL|Service Management
Published 26 Nov 2020
In the pre-Covid world, what were the most important elements of customer service interaction and what’s changed? Taking the example of a restaurant, service was about managing the demands of customers such as their waiting time for a table, how long it took to get a menu an...
Customer engagement|Customer experience|Customer needs|Digital transformation|ITIL 4|Value
Published 15 Oct 2018
Organizations and professionals are facing an ever-changing world in which consumers are forcing faster responses to their demands. At the same time, there are internal tensions between the delivery team seeking to fulfil this demand versus the corporate teams they interact w...
Published 02 Jun 2017
Roman Zhuravlev talks service management and why ITIL ® is not the work of a “crazy professor”! Service management is everywhere – and that means the economy becoming more customer-focused, intelligent and alive. With the exciting concept of digital transformation, o...
IT Service Management (ITSM)|ITIL|Service Management
Published 04 Feb 2020
Back in the industrial society, goods were a dominant factor in our lives. But in the “service era” we prefer to replace ownership of goods with access to services and resources without necessarily owning them. This is happening with and without digital transformation , alt...
Collaboration|Communication|Customer experience|End-User Experience|IT services|ITIL 4|Stakeholder engagement|Value
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 28 Nov 2016
The discrepancy between reports and reality is something that I see frequently within organizations because, as the animation below explores, Key Performance Indicators (KPIs) are often developed without proper consideration and understanding of the reasons behind the measure...
Behaviour|Customer engagement|IT Service Management (ITSM)|ITIL|Key performance indicators (KPIs)|Strategic objectives
Published 07 Aug 2019
Change, release and deployment in ITIL ® help to ensure that what a requester – such as a service owner – wants can be delivered from a technical and feasibility perspective. I’ve seen this work effectively in the French national railway company, SNCF; but before we get...
Change requests|IT service management (ITSM)|IT services|ITIL|ITIL 4|Service management
Published 09 Jul 2020
The blueprint is one of the core elements of programme management and the Managing Successful Programmes (MSP ® ) best practice guidance. In essence, it captures the capability an organization wants to have by the end of a programme, with all its features and characteristi...
Best practice|MSP|Programme management|Project management
Published 05 Mar 2019
After 14 years’ working in project management-related roles in complex environments, Andrea Vecchi – now Head of PMO at solar power company, Sonnedix – was introduced to programme management. Here he recounts his learning and certification journey, including 12 months of st...
Certification|MSP|PRINCE2|Programme management|Project management|Strategic objectives
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
Published 08 Oct 2019
Taking an ITIL ® 4 Foundation course and sitting the Foundation exam is a great way to start your ITIL journey. Here are AXELOS’ top tips to help you get the most from the course and pass your exam: Read around the topic before you start. It will help you hit the ground r...
Best practice|Capabilities|Career planning|Certification|Examinations|ITIL 4|Qualifications