Published 13 Mar 2017
It’s a natural response for many IT organizations to think about how implementing tools can be the solution to IT problems. But it’s a big problem, as there’s no magic pixie dust sprinkled over a tool and it can affect people negatively as much as positively. This issue ...
Adopt and adapt|Governance|IT Service Management (ITSM)|ITIL|Processes|Requirements
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 28 Jun 2017
The DevOps and Agile movements are putting increasing pressure on traditional approaches to IT Service Management (ITSM) as many organizations embrace new technology and become more and more cloud native . These concepts related to the movements are all about evaluating ...
Agile|Change management|DevOps|IT Service Management (ITSM)|ITIL|Processes
Published 28 Jul 2017
Business service management (BSM) is about bringing value to a business through matching overall business objectives with IT. Arguably, the concept has been with us for some time; but like the latest version of ITIL ® addresses the issue of business and services, it ha...
ITIL|Leadership|Processes|Service catalogue|Service management|Value
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 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
Published 10 Mar 2015
“It won’t work if organizations expect IT people to pick up an ITIL ® book or go on a training course and then implement successful service management solutions. “Organizations and people need to ‘adopt and adapt’ ITIL to the specific and unique requirements of their b...
Best Practice|Capabilities|Change management|IT service management (ITSM)|ITIL|Processes|Service Management
Published 14 Nov 2019
Why do IT professionals certify in ITIL ® and PRINCE2 ® ? In the space of eight months, Service Process Controller (within Change Management tower) at Fujitsu, Balaji, achieved three certifications: PRINCE2, ITIL 4 Foundation and PRINCE2 Agile ® . We asked him why: While ...
Agile|Career progression|Certification|ITIL 4|PRINCE2|PRINCE2 Agile
Published 25 Sep 2018
IT Infrastructure management and support domain are experiencing a new makeover when it comes to tools, technologies, and methods that are being introduced on top of the service layer. Support and service are an integral part of every business. Every organization is an IT org...
Capabilities|Dashboards|IT service management (ITSM)|IT services|Processes|Service management
Published 19 Sep 2019
When I got my start in IT, I found myself in a service operation role without even knowing what it was! I was part of an initiative in which Service Operation (SO) and ITIL ® were at the heart: consolidating IT operations management and incident ticketing for a radiology ...
Customer experience|Incident management|ITIL|ITIL 4|Problem management|Processes|Value