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
Published 28 Jan 2021
When an organization is going through a rapid modernization programme – and ultimately digital transformation – it needs clarity around its operating model. This is not just about having an organizational chart but rather the capabilities an enterprise needs to invest in....
Certification|Customer experience|Digital transformation|ITIL 4
Published 23 Feb 2021
Cakealicious is a cake business I own and run from home. It started off as a hobby many years ago and I was encouraged to start a business by my friends and family. I have been running it for the past 9 years and as the owner, I wear many hats. I am the admin support, marketi...
Adopt and adapt|Best practice|Learning from experience|PRINCE2|Project management
Published 01 Oct 2021
Now is a great time to invest in self-development and training – from soft skills to service management and technical expertise. Why do I say this? Covid-19 has “reshuffled the cards” – and if you look at it from a positive perspective, it has altered organizations’ set-ups ...
Career progression|Certification|ITIL 4|Training
Published 15 Sep 2021
How is risk normally managed in organizations that don’t use a project or risk management method? In my opinion, it’s not managed. When it comes to “uncertain events”, people don’t want to think about them. Rather, they want to focus on their ideal image of a risk-free p...
PRINCE2|Programme management|Risk management
Published 05 Aug 2021
Managing projects well requires a proper approach: a method that supports you and makes things easier to handle, as change initiatives are difficult enough already. The choice of project management method for professionals has, traditionally, been based on geography with P...
Adopt and adapt|Best practice|Frameworks|PRINCE2|Project management
Published 09 Apr 2020
What do project managers need to have “top of mind” when working on projects involving agile delivery methods? A handy checklist within the PRINCE2 Agile ® best practice guidance outlines the salient points to be aware of – and these are captured under four headings: 1 C...
Agile|Collaboration|Communication|PRINCE2|PRINCE2 Agile|Project and programme management (PPM)|Project management|Requirements
Published 16 Aug 2018
Which partnership has the most influence on a project’s success ? Though it may not be top of your list, the one between project manager and sponsor (SRO) is arguably the most critical. A positive working relationship between these two roles will help keep the project on tr...
Behaviour|Communication|Critical success factors|Project management|Stakeholder engagement
Published 11 Oct 2021
A lot of business change communications can be one way and, whilst this is informative and raises awareness, the key is achieving a two-way dialogue with the opportunity for people to share their views and be heard. During Covid-19, there have been fewer chances to do that w...
Adopt and adapt|Communication|MSP 5th Edition
Published 10 Sep 2021
Focusing on how you can manage assets to deliver services is at the heart of ITIL® 4’s workforce and talent management practice. While workforce management concentrates on human resources delivering services, talent management ensures you have the right people with right ski...
Published 24 Sep 2021
From my first role in IT service management, ITIL was the foundation for successful best practice. Working as first level support – with the ambition to become a manager of a service integration or IT operations team – the job was about incident, request, problem, change man...
Best practice|ITIL 4|Value
Published 08 Oct 2021
The trigger for changing service management in Australia has been the shift in the latest version of ITIL®. ITIL 4’s focus on recognized value and digital strategy now enables us to show business that it needs IT on the board to make the best strategic decisions. This is n...
Adopt and adapt|ITIL 4|Service management|Value
Published 19 Mar 2021
How does the level and nature of risk in IT and service management in the pre-digital business era compare to today? The IT risks faced by our forebearers were significant: for example, failing to meet internal customers’ expectations, missed service level agreements (SLAs...
Adopt and adapt|Best practice|Cyber security|ITIL 4|Risk management
Published 16 Jun 2021
To ensure a holistic approach to service management, ITIL® 4 outlines four dimensions of service management, from which each component of an organization’s service value system should be considered. The four dimensions are: organizations and people information and technolo...
IT services|ITIL|Service management
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 03 Aug 2021
In five years as head of IT service management at Standard Bank, I’ve observed increasing challenges to ensure digital services are available for customers. Customer expectations have changed and evolved so quickly: they are engaging with smart phone apps daily which need to...
Digital transformation|IT service management (ITSM)|ITIL 4