Published 21 Jul 2021
In IT service management (ITSM) the IT incident – typically – is a transaction: something that comes in, generates a ticket, someone takes an action and “spits” it out at the other end. Reflecting on this reminds me of my first role in IT, working as a help desk analyst. Wha...
IT service management (ITSM)|ITIL 4
Published 18 Mar 2020
With 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 developed as stra...
Agile|ITIL 4|Key performance indicators (KPIs)|Processes|Service catalogue|Service management
Published 16 Jul 2021
There’s a long list of innovations that have – in many ways – transformed industries, the way we live our lives and even the future of our planet. A non-exhaustive list could include: Electric cars: calling time on the internal combustion engine Netflix: From renting ...
IT services|ITIL 4|Service management
Published 17 Sep 2021
Talking about the service management office (SMO) in 2021 raises two key questions: is it still relevant today and has it ever been useful? The concept of having some sort of structure like an SMO seems to be under attack at the moment, which is a knee-jerk reaction that I t...
Published 27 May 2021
To say it’s challenging to prepare new process documentation to replace more than 2,000 pages dating back 10 years is an understatement. However, this was an essential activity as part of a contract renewal with a major client – and had to be done within a tight timescale. ...
Published 19 May 2017
Sue Taylor examines the importance of the blueprint in programmes and within AXELOS’ Managing Successful Programmes (MSP ® ) best practice guidance. By implementing change through a programme , an organization is trying to achieve a better future. That starts with a pr...
Capabilities|MSP|Programme management|Project and programme delivery|Requirements|Vision
Published 29 Sep 2021
Why is behaviour a cause for concern in organizational change and improvement – and how does it relate to ITIL® 4? Behavioural analysis has been around since the 1950s and actively used in companies since the 1970s. Despite that, many managers today repeatedly tell employ...
Published 30 Jun 2017
Taking the MSP ® (Managing Successful Programmes) Practitioner exam puts you on a pathway to a proven best practice method for managing transformational change in organizations. Programmes are the delivery mechanism for this level of change, defining an organization’s f...
Published 01 Feb 2018
In the international bestseller The 7 habits of highly effective people (Free Press, 1988), Steven R. Covey describes an approach to being effective in attaining goals by aligning oneself to what he calls the ‘true north’ principles of a character ethic that are universal...
Behaviour|Project management|Stakeholder engagement|Strategy Execution|Vision
Published 23 Jul 2021
Working in an increasingly virtual world, the performance of business leaders in projects is facing more scrutiny than ever. Equally, the so-called “new normal” has magnified any leadership deficiencies that were there before and it’s vital that leaders are aware of that and...
Programme management|Project and programme management (PPM)|Project management