Published 13 Dec 2019
In this ITIL ® 4 Q&A, Dinara Adyrbai explains the development of the 34 management practices and how they relate to ITIL processes: Q: Processes in ITSM are about structure, defined inputs/outputs and objectives – with ITIL 4, do we need processes anymore? A: Yes, we...
Adopt and adapt|ITIL|ITIL 4|Knowledge management|Processes|Service management|Value
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 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 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 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 19 Aug 2020
Many of us have been adjusting to the ‘new normal’, where the personal and professional have firmly intwined as we work from home. Despite saving valuable time on the daily commute, as well as the ability to work in our pyjamas, or nothing at all, this new arrangement has emp...
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 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 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
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 14 Oct 2021
What should individuals and organizations be doing to prepare for the next phase of improvements and growth – and what is the role for best practice training and development? Focus on Enterprise Service Management (ESM) excellence This means excellence in maturity for...
Adopt and adapt|Best practice|ITIL 4|Service management
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 21 Sep 2021
In the current world of remoteness and uncertainty about places of work, language and common understanding take on a new level of importance. My work over the past four to five years has involved bringing people together in organizations to use ITSM effectively. This has be...
Collaboration|IT service management (ITSM)|ITIL 4
Published 23 Oct 2020
The ITIL 4: Create, Deliver and Support (CDS) module is focused on the central engine of ITIL’s service value chain. Summarising a recent panel webinar involving Akshay Anand (AXELOS ITIL Ambassador), Barclay Rae (ITIL 4 CDS lead editor and consultant), Jon Stevens-...
Best practice|Collaboration|Communication|Frameworks|ITIL 4
Published 14 Sep 2021
The opportunity with enterprise service management (ESM) is huge: bringing effectiveness and efficiency to work management across entire organizations. And there is a growing understanding and desire to make it work. Certainly, through the impact of Covid-19, people have s...
IT service management (ITSM)|ITIL 4
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 12 May 2020
Cultural transformation should have been on top of the agenda for organizations years ago. The fact that it wasn’t will now be very apparent to some, as they try to navigate the new business challenges presented by the Coronavirus Covid-19 pandemic. This includes the compl...
Behaviour|Collaboration|Customer needs|Digital transformation|ITIL 4|Leadership|Value|Vision
Published 24 Aug 2021
Investing in transformational change is both a major and risky undertaking but most organizations are not well-prepared for it. According to McKinsey failure rates for this run at about 70%. A large contributing factor, in my experience, is business leaders don’t necessari...
MSP 5th Edition|Programme management|Stakeholder engagement
Published 22 Oct 2021
How do you adapt the ITIL® service management framework to a genuinely integrated agile environment? In short, it’s not easy but definitely offers a challenging, engaging and surprising journey – one that we’ve been on recently. ITIL challenges in an agile environment For...
Adopt and adapt|Agile|Collaboration|ITIL 4
Published 15 Oct 2021
Why are the themes in Managing Successful Programmes (MSP®) valuable for programme management? For simplicity’s sake, in MSP 5 th edition , whilst the principles are akin to rules that should be followed and the processes define a programme’s lifecycle, the seven themes ou...
Adopt and adapt|MSP 5th Edition|Programme management
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 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 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