Published 16 Oct 2018
My first three days in a new job with a training company just before the Millennium comprised the I TIL ® Foundation course. Those three days changed my career. After the course I realized ITIL was what I’d been seeking during my 15 years working in IT. The course made s...
Adopt and adapt|Career progression|IT service management (ITSM)|ITIL|Service management|Training
Published 03 Sep 2020
What is digital strategy and how can ITIL ® 4’s strategy management, workforce and talent management and Organizational Change Management practices support organizations on that journey? This and more were the focus of a recent webinar featuring ITIL 4 authors Davi...
Best practice|Change management|Digital transformation|ITIL 4
Published 04 Jan 2018
Three trends in 2018 will combine to challenge the most expert and experienced of the UK’s transformational change leaders . 1. Being clinical about the core We have heard plenty about “doing more with the same” or “doing the same with less”. Given global economic uncertai...
Behaviour|Big data|Capabilities|Change management|Leadership|Portfolio management
Published 10 Jun 2016
How do you know whether ITSM is delivering what a business and its customers need? Some organizations decide to answer that question by measuring their IT Service Management (ITSM) maturity. This might be prompted because of a need to improve, or they’re investing in transf...
Continual Service Improvement (CSI)|IT Service Management (ITSM)|ITIL|Processes|Skills
Published 02 Oct 2019
It’s almost 30 years since the book, The Machine that Changed the World , described how the Lean approach transformed Toyota’s approach to manufacturing. Today, Lean approaches to IT and IT service management have become extremely influential. In the past couple of years...
Agile|Behaviour|Customer experience|Digital transformation|IT service management (ITSM)|IT services|ITIL 4
Published 20 Mar 2019
Today’s organizations are subject to continual change and the rate of change is increasing . There are many dynamic and contradictory factors for this; including innovations in technology, changes in the economic, social and political landscape, and more demands from regulat...
Benefits realization|Frameworks|MSP|Programme management|Stakeholder engagement|Strategy execution
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
Published 03 Oct 2018
Organizations are going through a period of constant change in how they do things and having to leave behind the mindset of “that’s the way we’ve always done it”. As ITIL ® says, it’s a matter of focusing on customers and what they want. From an IT service management (IT...
Change management|IT service management (ITSM)|ITIL|Roles|Service desk|Service management
Published 11 Dec 2017
I was recently in Tokyo to meet with CIOs of Japanese businesses prior to the annual itSMF Japan conference. I was interested in asking these CIOs about their business and IT challenges, the skills they believed would be important, and their thoughts about ITIL ® and th...
Agile|Cyber security|DevOps|IT Service Management (ITSM)|Service management
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|IT service management (ITSM)|ITIL|Processes|Service Management