Published 27 Feb 2017
30 years ago in the manufacturing industry, if you brought out a new product you may have had between three and nine months before your main competitors would catch on and create something to challenge you. Now, in a digitally-led market, you can often count your time of exc...
Agile|Collaboration|Governance|IT Service Management (ITSM)|ITIL|Skills
Published 22 Aug 2018
When project management relationships break down, most of the time the underlying reason lies in misaligned organizational strategic priorities, which result in misaligned project objectives. This prevents the delivery of value to the organization, stakeholders and ultimately...
Problem management|Project management|Project planning
Published 19 Mar 2019
In the first part of this two-part blog post series on ITSM anti-practices, ITIL Expert Pavel Demin described the problems of being too focused on implementation, increasing process maturity, "join-the-dots" ITSM and the risks of fast-tracking change requests. This time, P...
Incident management|IT service management (ITSM)|IT services|ITIL|Service management|Value
Published 13 Mar 2019
What are ITSM anti-practices? They are the bad practices that have become prevalent as organizations try to tackle service management challenges. Akshay Anand, AXELOS’ Product Ambassador for ITIL ® , has referred to “Watermelon SLAs” , check-box ITIL implementation and en...
Best practice|IT service management (ITSM)|IT services|ITIL|Service management|Vision
Published 17 Aug 2017
When is an incident a major incident? An incident becomes major when the potential impact or urgency is considered significant. This means different things to different organizations, but ultimately it depends on business goals and objectives and is defined by each organiza...
Business solutions|IT Service Management (ITSM)|IT services|ITIL|Risk management|Stakeholder engagement
Published 20 Nov 2017
How can you use ITIL ® to address real business problems and add value while bringing along people who might be resistant to change? Progressing iteratively means that changes (in effect, smaller changes) are easier for people to stomach and you’ll get a better level o...
Agile|Change management|Continual Service Improvement (CSI)|Incident management|ITIL|Processes
Published 10 Feb 2016
Does your organization have a problem with delivering projects and are you wrestling with the question: “how do we start to improve our projects?” It might seem like a simple question but the answer is more complex. This is because there is no universal right answer, as dif...
Maturity models|P3M3|Programme management|Project and programme delivery|Project management|Stakeholder management
Published 04 Jun 2019
We are creators, innovators and explorers of new, shiny things. It is part of our role and we love it. Listening to the hype, the latest trends - what ones are worth our time and investment, which ones will stick around (Apple iPhone, Amazon Echo) and which ones will not make...
Change management|Frameworks|Incident management|IT services|ITIL|Knowledge management|Problem management|Resource management|Service management
Published 26 Oct 2015
There’s a need for using a blend of best practice methodologies, but also a risk. The risk is that the elements of the final system might not be consistent with each other. It happens when people pick elements from multiple systems just because they seem interesting without p...
Agile|Best Practice|Portfolio management|PRINCE2|PRINCE2 Agile|Programme management|Project and programme management (PPM)|Project management
Published 31 May 2019
What is human-centred service design (HCSD) and how does it add value to an organization? It begins when you start to ask the right people the right questions about how IT is performing. The right people are those using the IT! The principles of understanding customer...
Agile|Business solutions|Customer needs|IT services|ITIL|Problem management|Service management|Value