Published 17 Jul 2020
The reality of working in increasingly volatile, uncertain, complex and ambiguous (VUCA) environments is going to drive organizations to adapt and thrive. This lack of certainty has made people very nervous about making long-term plans and is, essentially, almost an ideal sc...
Collaboration|IT service management (ITSM)|Service management
Published 04 Jan 2016
In the early days if ITIL ® , many IT Service Management (ITSM) practitioners saw the various job roles in play as pretty understandable - the overarching role of the Service Manager and the individual Process Manager roles. But with the evolution of ITIL in 2007 it appear...
Adopt and adapt|Frameworks|IT Service Management (ITSM)|ITIL|Roles|Skills
Published 03 Sep 2018
Traditionally, ITSM has not been agile. People have tended to focus more on having robust processes and rather than considering “what do we need?”, they have asked “what more can we put in to processes ?”. This level of “over-control” has happened because of over-enginee...
Agile|Customer needs|IT service management (ITSM)|ITIL|Processes|Stakeholder engagement
Published 18 Mar 2020
With the new version ITIL ® 4, the discipline of Service Management has been catapulted back from the supposedly old, past world to the centre of current reality. No, not bureaucratic processes should manage services or products anymore. Rather, holistic practices are to be d...
Agile|ITIL 4|Key performance indicators (KPIs)|Processes|Service catalogue|Service management
Published 11 Jul 2018
Part of the new My AXELOS subscription service for best practice professionals is a focus on “community”. The AXELOS online community is a place where you can learn and interact with other people involved in IT service management, project management and cyber resilience. ...
Career planning|Career progression|Communication|Cyber Resilience|IT Service Management (ITSM)|ITIL|Learning|Project management
Published 20 Dec 2019
Professional certifications obtained during undergraduate study at university are making a major difference to students’ career prospects. Above all, the key quality this gives them is enhanced employability. But what does an industry-recognized qualification actually...
Capabilities|Career planning|Certification|ITIL|PRINCE2|Professional development|Qualifications|Skills
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 06 Aug 2020
Happy, safe employees generally stay longer at their organizations, are more productive, and cause fewer incidents. Successful leaders know this and actively develop safety cultures— climates in which people are comfortable being (and expressing) themselves—to make sure that ...
Best practice|Communication|IT service management (ITSM)|ITIL 4
Published 29 Jul 2020
The service desk practice is a huge part of ITIL ® and any organization as it highlights the importance of value in customer service. It sets the precedent for the customer/user experience and reflects heavily on the organization. The practice involves establishing effective...
Best practice|End-User Experience|ITIL 4|Processes|Service desk
Published 14 Dec 2016
Why is IT Service Management (ITSM) important to organizations? Executives, of course, want to measure systems, data and people and how the IT infrastructure and the provided services are helping end-users to accomplish their business goal more efficiently. In the past, onl...
IT Service Management (ITSM)|IT Services|ITIL|Problem management|Processes|Requirements