Published 06 Dec 2017
Last week London hosted the Modern Employment and Digital Credentials conference and I was delighted to be one of the speakers talking about the importance of digital badges. Amongst the speakers were IBM, EY, City and Guilds and the Open University. All of these respected...
Career progression|CPD|Digital badges|Learning from experience|Professional development|Skills
Published 31 Oct 2019
Update January 2020 Hi everyone, I thought it worth providing a quick update. Most of the changes mentioned below have been made. However, there were 3 changes or clarifications that I wanted to share now: The new definition of Problem appears in the glossary only. The ma...
Certification|Customer experience|End-User Experience|Examinations|ITIL 4|Roles|Value
Published 04 May 2020
As you are probably one of the millions of people who are currently stuck at home , why not use this time to learn new skills and expand your knowledge? Maybe start thinking about how to ensure you’re in the best position for when the Covid-19 pandemic is over. As a first s...
Capabilities|Career planning|Career progression|Certification|CPD|Empowerment|ITIL|Learning|PRINCE2|Training
Published 04 Nov 2019
How did a not-for-profit organization – set up in 2008 to bring quality education to rural Uganda – achieve 1,000 students enrolled in three schools employing 100-plus staff in just over 10 years? And what lessons can this teach us about running successful projects and progr...
Benefits realization|Communication|Problem management|Programme and project delivery|Project and programme management (PPM)|Project management|Vision
Published 15 May 2020
What qualities define the practitioner who has studied and certified in ITIL ® 4 ? This person is what we call “T-shaped”: a specialist-generalist with great depth of expertise in one area but also a breadth of knowledge across other disciplines. Why is this important in ...
Collaboration|DevOps|ITIL 4|Service management|Stakeholder management
Published 23 Jan 2017
The itSMF.ee AXELOS podcast was recorded on 7 December 2016 in Tallinn with the speakers and guests of the 11th annual itSMF Estonia conference . AXELOS' Roman Jouravlev talked with Stuart Rance, Stephen Mann, Christian Tijsmans, Elina Pirjanti, Jacob Andersen, Paula Mää...
DevOps|IT Service Management (ITSM)|ITIL|Professional development|Value|Vision
Published 11 Aug 2020
The Covid-19 pandemic has dramatically impacted the virtual training market and in many companies, training has taken a back seat. For some people, virtual training has never been a realistic option. They either don’t have a computer at home, only absorb information if presen...
Best practice|Certification|Professional development
Published 21 Jun 2017
According to AXELOS’ Future Project Management Professional research, the project managers of tomorrow will need to embrace a wider range of skills and become even more multi-faceted. Project manager, Ana Bertacchini considers the implications for the profession. How wil...
Agile|Capabilities|Change management|PRINCE2|Project management|Risk management
Published 24 Jan 2019
After joining AXELOS as Social Media Lead, I got the opportunity to attend a PRINCE2 ® Foundation and Practitioner training course. There were 18 of us, almost all from a project management background. I wasn’t too sure what to expect at first, I was worried that my l...
Certification|Examinations|PRINCE2|Professional development|Project management|Training
Published 15 Jan 2018
In 2017, people working in IT service management (ITSM) have shown a real openness to change and new ideas. There has always been a discussion that “a change is needed” in the ITSM world. Still a lot of initiatives have started and died unnoticed, or after a ton of negative...
Agile|Frameworks|IT Service Management (ITSM)|ITIL|Skills|Training
Published 30 May 2019
What a beautiful city Riga is! Described as the ‘Paris of the North’, it struck me as quiet, incredibly clean and with the widest pavements (boulevards?) I’ve ever seen. Everyone also seemed to be tall, but it wasn’t my imagination – a factsheet in the hotel informed me that ...
Certification|Learning|PRINCE2|PRINCE2 Agile|Project management|Roles
Published 19 May 2016
There are a number of challenges faced by IT Service Management (ITSM) professionals in the operational space but, broadly speaking, the ITIL Practitioner can be used to address three key areas: measurement; communication; and education. Measurement Metrics are often a...
Communication|Customer experience|IT Service Management (ITSM)|ITIL|Service desk|Training
Published 18 Jan 2019
Like most people who have either project managed or worked within a project and have started their formal training typically starting with Managing Successful Projects with PRINCE2 ® , I was no different. Working on my first ever business change project, the guidance was ...
ITIL|Learning|MoP|MSP|P3M3|P3O|PRINCE2|PRINCE2 Agile|Professional development|Qualifications|Training
Published 06 May 2020
In January 2020 the timing for my PRINCE2 ® qualification collided with my recovery from dental surgery, and I decided to take advantage of my training provider’s online Foundation and Practitioner course. I had previously sat ITIL ® 4 Foundation and the previous ITIL v3 F...
Published 08 May 2019
The major reason I think ITIL ® practitioners should be looking at the Intermediate module – Release, Control and Validation – is summarized in one word: DevOps. DevOps has become the latest way to describe collaboration, agile, and leaner enterprise working but ITIL’s R...
Agile|DevOps|IT services|ITIL|Knowledge management|Service management
Published 18 Apr 2016
In IT and ITSM, we’re living in the age of change – and that change is accelerating. If the birth of the internet was the start of this new age, we’ve now entered the next evolutionary stage: that includes a combination of cloud computing, mobility, big data analytics, ro...
Behaviour|Capabilities|Change management|Cloud services|Communication|IT Service Management (ITSM)
Published 27 Dec 2018
How can communication within IT service management (ITSM) – and ultimately with the business it supports – be improved? The silos that can develop among different parts of organizations need something that bridges the gap between the professionals that create and build t...
Communication|IT service management (ITSM)|IT services|ITIL|Skills|Value
Published 15 Nov 2019
We recently published our 2019 ITSM Benchmarking report where 1,600 respondents worldwide had their say on the state of the ITSM industry and the challenges ITSM is facing. The key findings from our report include: Digital transformation Digital transformation has become ...
Cloud services|CPD|Digital transformation|IT service management (ITSM)|Skills|Strategy execution|Training
Published 02 Jun 2017
Roman Zhuravlev talks service management and why ITIL ® is not the work of a “crazy professor”! Service management is everywhere – and that means the economy becoming more customer-focused, intelligent and alive. With the exciting concept of digital transformation, o...
IT Service Management (ITSM)|ITIL|Service Management
Published 04 Apr 2016
The focus of the Project Manager today is more about delivering the right things: we’re now expected to be more involved with senior-level decisions and prove we’re delivering value. In 10 years’ blogging about the project management industry on GirlsGuideToPM.com I’ve ...
Change management|CPD|PRINCE2|Project management|Skills
Published 17 Jan 2018
What you should do to improve project success and achieve value has been high on the agenda this year. Equally, the increased uncertainty in the economy has raised awareness of the need for increased professionalism in project and programme management (PPM) . In short, we’v...
Change management|Collaboration|Learning|Project and Programme Management (PPM)|Project management|Project management office
Published 26 Nov 2019
I recently attended the national conference of the Australian Institute of Project Management (AIPM) in Melbourne. The two-day event featured talks from a wide range of industries and roles, all sharing their experiences on how to further project management. I’d like to sh...
Agile|Capabilities|Knowledge management|Project and programme management (PPM)|Project management|Project planning|Project Progress|Skills
Published 09 Sep 2020
When a traditional IT organization evolves to achieve a higher velocity – delivering work more quickly and meeting the business demand for agility – it adopts new ways of working, such as DevOps. This usually triggers organizational changes which might lead to multiple produ...
Certification|IT service management (ITSM)|IT services|ITIL 4
Published 09 Mar 2016
Do you have what it takes to be a Business Relationship Manager (BRM) ? What does a BRM do? The role is responsible for building relationships between the IT organization and the business units to ensure IT services meet the needs of business customers. BRMs collaborate...
Business information management|Capabilities|Collaboration|IT services|Requirements|Skills
Published 08 Aug 2016
The IT architect title is used to describe a range of jobs varying in scope and responsibility but, in summary, the architect team is responsible for developing, maintaining and governing the ICT solutions across an organization. They are also tasked with making sure technol...
Communication|Customer experience|IT services|Leadership|Project management|Stakeholder management
Published 07 Nov 2014
Eddie Vidal hosted the recent session at USA service management conference, FUSION14, where AXELOS Product Development Director, Frances Scarff presented her thoughts on project/programme management and ITSM. Here, he reflects on conference learnings and the state of ITSM in...
Best Practice|Business solutions|IT Service Management (ITSM)|IT Services|ITIL|Service Management
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 12 Feb 2018
As a consultant, ITIL ® gives me the framework to organize and help IT organizations deliver value to customers. In the 12 years I’ve been using ITIL , I’ve learned that success is based on being able to speak the language a business understands, to communicate clearly ...
Continual Service Improvement (CSI)|Frameworks|ITIL|Professional development|Value
Published 06 Oct 2017
The 2017 update to PRINCE2 ® has brought the best practice guidance up-to-date with new ways of working and thinking. Remaining current is, I believe, critical for something that has grown and become the industry standard through its flexibility and suitability to any pr...
Agile|Best Practice|Methodologies|PRINCE2|Processes|Project Management
Published 15 Oct 2020
For the past 22 years, I have been employed as a logistics supplier for the Royal Air Force; I worked in areas connected to hazardous materials. When I entered my last two years of service, I decided it was time for a change and I entered the resettlement programme. The progr...
Best practice|Career progression|Certification|PRINCE2|Project management
Published 11 May 2018
We have often discussed how technology and new frameworks have changed our service management practices and how we need to adopt and adapt them. Still as we know there is another key pillar: People. People are often the last step in any improvement plan. Trainings are the f...
Adopt and Adapt|IT Service Management (ITSM)|Learning|Skills|Training
Published 29 Apr 2016
Incident Managers are crucial to IT service operations in any organization. When something goes wrong, they provide immediate support, commanding and controlling major incidents. A successful Incident Manager needs to be proactive and a real people person. But what other sk...
Published 05 Jun 2014
Throughout the 25 years of its existence, ITIL has supported IT organizations in providing business value for their customers in the form of well-designed and supported services. ITIL has become the most widely used and most successful ITSM (IT Service Management) framework i...
Best Practice|IT Services|ITIL|Project Management|Service Management|Value
Published 16 Apr 2020
Over the past few weeks most classroom training courses around the world have been cancelled, causing a major impact to the livelihood of hundreds of thousands of trainers and training vendors everywhere. Not only are these people worried about the wellbeing of their family d...
Capabilities|Career progression|Certification|Collaboration|Customer needs|Empowerment|End-User Experience|Leadership|Learning|Skills|Training
Published 02 Nov 2015
Why do you want or need a project and programme management (PPM) qualification? Ultimately the reason should be to achieve successful management of projects, programmes and portfolios. However, people often get pushed into getting a qualification for the wrong reasons. If t...
Best Practice|Portfolio Management|Programme management|Project and programme management (PPM)|Project management|Qualifications
Published 02 May 2018
CEO Javier López Casarín’s group of companies in Mexico is adopting ITIL ® best practice principles – including ITIL ® Practitioner – as part of programme to raise service quality standards and increase professionalism. Here, he describes why the group has emba...
Best practice|Continual Service Improvement (CSI)|Frameworks|IT Service Management (ITSM)|ITIL|Service desk|Training
Published 06 Feb 2019
The latest AXELOS PPM benchmarking survey is now live and we are asking our PPM community to share their views and insights on project and programme management, looking at the market now and in the future. AXELOS PPM Ambassador, Allan Thomson, shares his thoughts...
Career progression|Certification|MSP|PRINCE2|Professional development|Programme management|Project and programme delivery|Project and programme management (PPM)|Project management
Published 14 Nov 2018
The second instalment of our PRINCE2 Agile ® blog post series with Julia Gosse, trainer at SPOCE Project Management , considers existing agile users: how can they combine their agile approach with the control and governance offered by PRINCE2 ® ? Professionals using ...
Agile|PRINCE2|PRINCE2 Agile|Project management|Requirements|Task management
Published 31 Jul 2019
Despite studying software engineering and computer security to Masters’ level at university, my career took me into technical support rather than development. Working on a service desk – at the front end of IT, dealing with customers – worked for me: being customer focused...
Agile|DevOps|Digital transformation|Governance|ITIL 4|Professional development|Service desk|Service management|Value
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 05 Jun 2018
The PMO has evolved from a mainly admin/support function into an exciting career space – so how can today’s practitioners successfully navigate the different opportunities on offer? PMO is becoming increasingly popular as an organizational entity around project management...
Career planning|Career progression|Project management|Project management office|Roles|Skills
Published 08 Jan 2018
2017 was certainly an interesting year for project management and 2018 looks set to be equally eventful. In a positive move for the industry, the Association for Project Management (APM) received its Royal Charter . This is a major step forward for the profession and tak...
Published 29 Jun 2020
Those of us at TSO who work as close partners to AXELOS are extremely committed to understanding how the content and products we publish are used by our customers. One of the ways we do this is to take training courses and exams using the same materials they have access to...
Best practice|Career progression|Learning|PRINCE2 Agile|Professional development
Published 20 Feb 2019
Combining different IT and ITSM frameworks for business benefit How do organizations that begin with basic IT service management (ITSM) processes progress their approach to become more service-centric? I often observe companies – in spite of today’s focus on digital tr...
Agile|Benefits realization|DevOps|Frameworks|IT service management (ITSM)|ITIL
Published 27 Jan 2015
Improving IT Service Management in 2015 For me the main issue with improving ITSM is that we often spend too much time contemplating our own navel instead of making things happen! As an industry we are very good at theorizing and discussing ideas both old and new, but makin...
Best Practice|Continual Service Improvement (CSI)|Information Management|IT Service Management (ITSM)|IT Services|ITIL
Published 19 Aug 2016
Programme Managers or directors play a critical role in an organization, often acting as the conduit between strategy and execution. Speaking in a blog post for AXELOS, The risks of promoting Project Managers to Programme Managers , Lindsay Scott, Director at Arras People, d...
Best Practice|Communication|Leadership|Programme Management|Project and programme management (PPM)
Published 09 Jul 2015
PRINCE2 is often taken as synonymous with the term “waterfall”. That’s a mistake with a number of implications. The truth is you can use it in a waterfall way but it’s not intrinsically waterfall; the main idea is to deliver profit and products for your business. Yet prac...
Agile|Collaboration|Frameworks|PRINCE2|PRINCE2 Agile|Project and programme management (PPM)|Project management
Published 25 May 2018
What is IT4IT and who is it relevant for? AXELOS’ ITSM Portfolio Development Manager, Roman Zhuravlev and Anton Lykov, Solution Architect for Micro Focus, discussed the IT4IT architecture model in a recent AXELOS webinar and this blog post offers a brief summary of their dis...
Agile|IT Service Management (ITSM)|IT services|ITIL|Processes|Service Management|Value
Published 22 May 2017
Is there room in today’s organizations for both AXELOS’ PRINCE2 ® method and PMI’s IPECC (Initiating, Planning, Executing, [Monitoring and] Controlling, Closing)* framework described in the PMBOK ® Guide ? While PMI* provides an excellent framework for the management ...
Best Practice|Governance|PRINCE2|Project management|Value
Published 07 Jul 2015
What are the ITIL training questions that a tutor hears from trainees time and again? As a useful resource for all practitioners, I felt it was worth bringing the “usual suspects” of topics together in one place: What is an accreditor, an ATO and EI? AXELOS is the accredi...
Career Planning|Certification|Examinations|IT service management (ITSM)|ITIL|Learning|Qualifications|Service Management