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 26 Feb 2020
What does it mean when we talk about a goals cascade in ITIL ® 4 Direct, Plan and Improve – and how can this enhance the work of service managers? In fact, there are different ways to look at a cascade: 1. Purpose Here, the goals cascade comes from purpose (for exampl...
Customer engagement|IT service management (ITSM)|ITIL 4|Key performance indicators (KPIs)|Service management|Value
Published 20 Jul 2016
The IT industry is undergoing a tremendous amount of change and at a rapid rate. It’s becoming no longer affordable for an organization’s in-house IT department to manage every single IT service that’s required for the business to grow. Outsourcing IT or at the very least so...
Change management|Communication|Frameworks|IT Service Management (ITSM)|IT services|ITIL
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 19 May 2015
As we begin these next few blog posts on “Implementation”, it is important to look at the ground we have already covered. To begin this series, we discussed Service Monitoring as a Strategic Opportunity . We followed that discussion with four posts on Building Service Monit...
Capabilities|Cloud Services|Customer Engagement|Customer Experience|IT Service Management (ITSM)|Key performance indicators (KPIs)|Processes
Published 07 Jul 2017
Passing the ITIL ® Practitioner certification is a significant achievement. It shows you can take the ITIL framework and adapt it to real-life situations. The following tips will improve your chance of passing your exam. Studying for the ITIL Practitioner exam and getting...
Certification|Critical success factors|Examinations|IT Service Management (ITSM)|ITIL|Qualifications
Published 26 Feb 2016
The principal objective for a project – delivering a specific output – can often be relegated to a focus on standardization. And very often this standardization of the project management processes boils down to completing a set of project templates. I’ve seen this happen very...
Best practice|PRINCE2|Processes|Project and programme management (PPM)|Project checklists|Project management
Published 26 Mar 2020
How well prepared are organizations for information security and risk management in an increasingly cloud computing-based world that is also volatile, uncertain, complex and ambiguous (VUCA) ? The rush to use cloud services sometimes means organizations are not thinking fu...
Behaviour|Cloud computing|Cyber security|ITIL 4|Risk management|Service management
Published 16 Feb 2018
Complex projects are characterized by a huge variety of inputs and this creates a challenging environment in which to make decisions. As human beings, we are naturally biased and often go on “gut feel”. This is fine if you are being chased by a lion, but in the complex worl...
Behaviour|Benefits realization|Project management|Project planning|Roles|Strategic objectives
Published 03 Apr 2017
ITIL ® can help companies improve effectiveness, efficiency and cost effectiveness by developing reliable data and consistent delivery, processes and tools. But when it comes to demonstrating the difference ITIL is making, and especially when the interpretation of valu...
ITIL|Processes|Resource management|Stakeholder management|Strategic objectives|Value