Published 26 Nov 2018
Last year, AXELOS interviewed over 1,000 best practice professionals* to understand attitudes towards professional development. An impressive 74% of professionals we spoke to demonstrated an interest in their continual professional development (CPD). However, when asked what ...
Best practice|CPD|Digital badges
Published 01 Oct 2015
At a time in the global job economy when employers report receiving upwards of 30 applications for every job posted, it is more essential than ever to put in the work of earning - and maintaining - professional certifications and skills that will set you apart. Equally import...
Best Practice|Capabilities|Career planning|Certification|CPD|Qualifications|Skills
Published 12 Mar 2015
With the launch of AXELOS’ Professional Development Programme , we have updated one of our previous blogs on our Career Paths tool, which we designed to help you identify the professional skills needed to progress in some of the main job areas in today’s marketplace. You ...
Best Practice|Career Planning|CPD|IT service management (ITSM)|Learning|Project and programme management (PPM)|Recruitment|Skills
Published 25 Jan 2016
As part of our Professional Development Programme , AXELOS has outlined the skills and competencies needed in a wide range of roles across IT service management and project and programme management. In this blog post, Pauline Brown – Service Operations Manager at the Un...
Continual Service Improvement (CSI)|CPD|IT services|ITIL|Qualifications|Service desk|Skills
Published 06 Oct 2015
What's the point of ongoing professional development? In "My CPD Life", a short series of blog posts to coincide with the launch of the AXELOS Professional Development Programme , experienced practitioners share their views on the value of keeping your professional sk...
Best Practice|Capabilities|Career planning|CPD|Skills|Training
Published 10 Oct 2019
Six months after the launch of the “100 women in 100 days” challenge, Vanessa Guimarães — founder of the self-funded company behind this unique initiative — explains why its success underlines the need to change the conversation around women and profession...
Career progression|Certification|PRINCE2|Professional development|Project management|Training
Published 12 Nov 2020
The professional world is volatile, and that will probably always be true. In fact, it’s getting more and more unpredictable. New technologies, cultural expectations, and requirements mean it is impossible to predict what future roles and responsibilities will look like (don’...
Adopt and adapt|Agile|Best practice|Career planning|Career progression|Professional development
Published 29 Sep 2015
Gregor McPherson, who has worked with AXELOS and contributed to our new Professional Development Programme, is a consultant specialist in business solution design and architecture. He draws on 15 years of insight from senior roles in a wide a range of industries and discipli...
Best practice|Capabilities|CPD|IT Service Management (ITSM)|Methodologies|Project and Programme Management (PPM)|Qualifications|Skills
Published 15 May 2019
This week, we celebrate the annual Learning at Work Week , a national event that celebrates professional development and lifelong learning in the workplace. All over the UK, organisations are running activities and workshops to empower professionals with new skills and know...
Published 28 Oct 2015
What's the point of ongoing professional development? In "My CPD Life", a short series of blog posts to coincide with the launch of the AXELOS Professional Development Programme , experienced practitioners share their views on the value of keeping your skills and know...
Best Practice|Capabilities|Career planning|CPD|Portfolio management|Project management|Skills|Training
Published 12 Dec 2018
A call to businesses – support your staff’s learning This year, we decided to go big around the festive holidays and call for a change in corporate gifting culture. What do you give as a present? Is it the unimaginative retail voucher? Or rather fancy-looking chocolate (five...
CPD|Learning|Learning from experience
Published 09 Aug 2018
My AXELOS is the new, online content subscription service to help you take control of your skills development and career in project, programme and IT service management. In a recent webinar AXELOS’ head of Professional Development, Amrit Saroya, and Global Marketing...
Career progression|Digital badges|IT Service Management (ITSM)|ITIL|MSP|PRINCE2|PRINCE2 Agile|Project and programme management (PPM)|Project management|Skills
Published 03 Oct 2019
Emma-Ruth Arnaz Pemberton looks back at her career in project management and the role that best practice professional certification has played. Like a lot of people, I “fell” into project management without any formal qualifications. I was working abroad at the time an...
Career progression|Certification|CPD|Learning|M_o_R|MSP|PRINCE2 Agile|Professional development|Project management|Qualifications
Published 20 Dec 2019
Professional certifications obtained during undergraduate study at university are making a major difference to students’ career prospects. Above all, the key quality this gives them is enhanced employability. But what does an industry-recognized qualification actually...
Capabilities|Career planning|Certification|ITIL|PRINCE2|Professional development|Qualifications|Skills
Published 11 Nov 2015
What's the point of ongoing professional development? In "My CPD Life", a short series of blog posts to coincide with the launch of the AXELOS Professional Development Programme, experienced practitioners share their views on the value of keeping your skills and knowle...
Best Practice|Capabilities|Career planning|CPD|Project management|Skills|Training
Published 06 Nov 2015
What's the point of ongoing professional development? In "My CPD Life", a short series of blog posts to coincide with the launch of the AXELOS Professional Development Programme , experienced practitioners share their views on the value of keeping your skills and kno...
Best Practice|Capabilities|Career planning|CPD|Risk management|Skills|Training
Published 13 Jun 2019
In case you were wondering if it still makes sense to invest in professional certifications , we can assure you that, this is definitely the case. How do we know this? We simply asked. Not so long ago, we conducted a survey among more than 1,800 individuals and decision-ma...
Certification|IT service management (ITSM)|Learning|Professional development|Project and programme management (PPM)|Training
Published 20 Dec 2018
Or should it rather be “to learn or not to learn?” Some might counter with “But I’ve already learned enough” and list their qualifications. Fair point, but the reality is that lifelong learning has become an essential part for today’s professionals. According to Eurostat, ...
Capabilities|Career planning|Career progression|CPD|Qualifications|Skills
Published 06 Jan 2016
What's the point of ongoing professional development? In "My CPD Life", a short series of blog posts to coincide with the launch of the AXELOS Professional Development Programme , experienced practitioners share their views on the value of keeping your skills and kno...
Adopt and adapt|Capabilities|Career planning|CPD|IT Service Management (ITSM)|Skills|Training
Published 28 Sep 2020
Today, in big tech companies, we increasingly hear about people having a “growth mindset”. That means continually pushing yourself to learn and explore different professional certifications. In essence, employers view people like this as going the extra mile, wanting to unde...
Career progression|Certification|ITIL 4|Learning|Professional development
Published 21 Oct 2015
What's the point of ongoing professional development? In "My CPD Life", a short series of blog posts to coincide with the launch of the AXELOS Professional Development Programme, experienced practitioners share their views on the value of keeping your skills and knowled...
Best Practice|Capabilities|Career planning|CPD|Project management|Skills|Training
Published 03 Jun 2020
Working on your career development and progression is a good use of time while on furlough or with hours to spare during the present pandemic. Whether you’re an existing project manager or someone who wants to further their business skills and employability, investing in yo...
Agile|Career planning|Career progression|Empowerment|Governance|Leadership|Learning|PRINCE2|Project management|Skills|Training
Published 14 Oct 2015
What's the point of ongoing professional development? In "My CPD Life", a short series of blog posts to coincide with the launch of the AXELOS Professional Development Programme , experienced practitioners share their views on the value of keeping your professional sk...
Best Practice|Capabilities|Career planning|CPD|Project management|Skills|Training
Published 25 Jan 2017
What does the future hold for IT service management (ITSM) and project management professionals? Since we launched AXELOS Membership it’s something that we’ve been wanting to explore, especially from a skills perspective, which is why we embarked on this project. The r...
Best Practice|Capabilities|IT Service Management (ITSM)|Project management|Skills
Published 14 Aug 2019
Over the years there have been many studies and white papers that look at the difference in the performance and attitude of motivated and non-motivated staff. Happy people give great service and therefore it makes sense to take time and effort to invest in the people that are...
Customer engagement|Customer experience|Empowerment|Professional development|Training|Vision
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 05 Jun 2020
How can you easily enhance your continuing professional development (CPD)? The My AXELOS online subscription service, providing career development tools and resources aligned with ITIL ® , PRINCE2 ® and MSP ® best practice, has listed its top CPD content accessed b...
Career progression|CPD|IT service management (ITSM)|ITIL|ITIL 4|Learning|MSP|PRINCE2|Professional development
Published 26 Nov 2015
What's the point of ongoing professional development? In "My CPD Life", a short series of blog posts to coincide with the launch of the AXELOS Professional Development Programme , experienced practitioners share their views on the value of keeping your skills and kno...
Best Practice|Capabilities|Career planning|CPD|Project management|Skills|Training
Published 11 Jul 2018
Part of the new My AXELOS subscription service for best practice professionals is a focus on “community”. The AXELOS online community is a place where you can learn and interact with other people involved in IT service management, project management and cyber resilience. ...
Career planning|Career progression|Communication|Cyber Resilience|IT Service Management (ITSM)|ITIL|Learning|Project management
Published 09 Jul 2018
This week, AXELOS announced the launch of My AXELOS , an online content subscription aligned to some of the world’s most widely used project and service management frameworks, ITIL ® , PRINCE2 ® and MSP ® . Here, Emer O’Sullivan, Marketing Lead at AXELOS explains wh...
Career progression|IT Service Management (ITSM)|ITIL|Learning|PRINCE2|Professional development|Project and programme management (PPM)|Service Management|Value
Published 13 Jul 2018
My AXELOS, the new content subscription service from AXELOS, includes access to digital badges for ITIL ® , PRINCE2 ® and MSP ® certifications plus CPD in each area of knowledge. But why is investing in digital badges an important part of demonstrating your credibili...
Career planning|Career progression|Digital badges|ITIL|Learning|MSP|PRINCE2|Qualifications
Published 04 Dec 2015
You’ve done it! You studied hard, you took the exam, and you passed it! You are now a fully-accredited practitioner. But what often happens next is that on your return to work you fail to apply what you’ve learned. There are several possible reasons for this: maybe you took...
Published 23 Dec 2019
As the world has kept moving, we’ve been exploring more about managing customer journeys, value streams and leveraging cultural models to improve the velocity of IT . So, as things have evolved ITIL ® needed to change to reflect that; consequently, ITIL 4 is very much a tr...
Agile|Customer needs|DevOps|Frameworks|IT transformation|ITIL 4|Stakeholder engagement|Value
Published 17 May 2018
If I asked you to carve out five hours a week for learning your immediate response might be ‘nice idea but I don’t have the time’. It would certainly be my reaction. But what if I told you that some of the world’s most successful leaders regularly take time out of their day ...
CPD|Learning|Learning from experience|Professional development|Qualifications|Skills
Published 24 Jan 2020
The ITIL ® 4 Managing Professional Transition module provides the foundation to deliver effective service management through new ways of working within digital organizations. This builds on concepts from ITIL 4 Foundation and the four Managing Professional modules, such a...
Best practice|Certification|Collaboration|DevOps|Frameworks|ITIL 4|Service management|Value
Published 25 Apr 2016
Dr Guy Brown is an academic in business, management and leadership with a background in designing and developing contemporary and vocational learning for companies and work-based learners. He leads Northumbria University London campus and works with organizations and profes...
CPD|Learning|MSP|PRINCE2|Programme management|Project and programme management (PPM)|Project management|Skills
Published 19 Feb 2016
A best practice qualification might be treated like a shiny, new toy. However, it will lose its sparkle unless there’s more to it than just gaining the certificate. Not that it’s wrong to want qualifications: for example, your employer might have a set methodology that mean...
Career planning|Certification|CPD|Project and Programme Management (PPM)|Qualifications|Skills|Training
Published 15 May 2018
As an organization are you interested in attracting top talent? In growing your business? Providing your employees, the tools they need to be successful? If you are than you need to create a learning-centred work culture. Our re cent ITSM and PPM benchmarking surveys sho...
Capabilities|CPD|Learning|Learning from experience|Professional development|Skills
Published 16 Jul 2019
It’s a challenging time to be a programme or project manager: expected to deliver more with less, responsible for multiple change initiatives simultaneously, facing a range of internal and external pressures and embracing agile methods . This is the world according to prof...
Agile|Career progression|Certification|CPD|Project and programme management (PPM)|Training
Published 10 Jun 2020
At a time like now, when many more people are working from home , project management best practice principles – such as those in PRINCE2 ® – can make a big difference to managing both professional and personal pressures. The seven PRINCE2 principles can be applied in a n...
Best practice|PRINCE2|Project management|Project planning
Published 15 Feb 2019
On Thursday 7 February, I attended the 2019 Learning Awards , run by Learning Performance Institute. AXELOS sponsored the People Development Programme of the Year Award (Private sector) which was presented to Honda Motor. The evening was a fantastic opportunity for all tho...
Career progression|CPD|Digital transformation|Learning|Professional development|Skills
Published 03 Dec 2014
QUESTION: I’ve gained the initial ITIL® qualification but I don’t understand what further training and development can do for me. Isn’t the ITIL foundation enough? Individual practitioners often see the ITIL foundation qualification as a way onto the ladder because busin...
Frameworks|IT Service Management (ITSM)|ITIL|Management|Service Management|Skills
Published 29 Aug 2017
Jane Nichols, COO of CITI, explores the concept of "learn faster, learn smarter" for people either studying best practices such as PRINCE2 ® to obtain a certification or qualified people continuing their professional development journey. People studying best practi...
Published 21 Sep 2018
Technical competence is no longer enough to be a great project manager. In today’s new world of work, technical knowledge and ability need to be aligned with the right essential life skills and professional behaviours in order to be truly successful, according to Kara Flanag...
Behaviour|Capabilities|Learning|Professional development|Project management|Skills
Published 27 May 2016
One of the vital components of a successful Project and Programme Manager is leadership . Leadership capabilities are a key element of the behavioural competence among such professionals and, indeed, a Project or Programme Manager is someone people should choose to follow....
Behaviour|Capabilities|Leadership|Management|MSP|PRINCE2|Project and Programme Management (PPM)
Published 16 Jun 2017
AXELOS’ research project – The Future Project Management Professional – found that project managers’ roles will evolve to become more strategic within their organizations. In fact, 90% recognized the need for a much stronger strategic vision that aligns with the overa...
Capabilities|CPD|MSP|PRINCE2|PRINCE2 Agile|Project management|Strategy execution|Value
Published 12 Mar 2020
Here are our top tips to assist you on your ITIL ® or PRINCE2 ® journey: Start with an official training course and exam. We recommend aspiring project and service managers begin their journey with an official course from an accredited training provider. The accompanyi...
Published 06 Apr 2016
Although an integral part of the ITIL ® Service Lifecycle, Service Strategy is probably the element most IT Service Management (ITSM) professionals are least comfortable using. In fact, even the word ‘strategy’ can strike fear into some IT professionals as, quite sim...
IT Service Management (ITSM)|ITIL|Processes|Strategic objectives|Strategy execution
Published 02 Mar 2018
Are you a person who wants to get things done and be successful but lacks the time to make big changes or to start anything complex and new? Based on PRINCE2 ® processes, though taking a more lightweight approach, we have created a brief, practical guidance paper using...
Certification|PRINCE2|Processes|Project checklists|Project management|Project planning
Published 12 Jun 2020
We spoke with Kevin Moye, who is retiring from the US Air Force and has recently passed his ITIL ® Foundation exam. Here is his experience with ITIL so far. Can you tell me about your professional history? I’ve been in the US Air Force for the past 21 years, working in H...
Career progression|Certification|IT service management (ITSM)|ITIL|ITIL 4|Service management
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
Published 12 Jan 2018
Why should professionals who have any level of responsibility for projects in their organizations look to approaches like PRINCE2 ® and others for help? Paul Bradley, MD of SPOCE Project Management, shares his view: Many people are involved in project management wit...
Career progression|Certification|Project management|Stakeholder management
Published 31 Jan 2018
Project managers don’t do enough to advance their careers, even in the current climate where change is constant. And in a year when almost a third of PPM practitioners predict * no increase in their salaries, improving job and earnings prospects needs to be high on the lis...
Career progression|Certification|Professional development|Project management|Project planning|Skills
Published 26 Aug 2016
When embarking on any project, the hardest part is knowing where to begin. But as the Guiding Principles of ITIL Practitioner recommend, my view is that you should start where you are. I recently put these principles into practice when completing a strategic review of our I...
Frameworks|Information Management|IT Service Management (ITSM)|ITIL|Maturity Models
Published 15 Sep 2017
People wanting to progress their careers and make a difference in IT and IT service management (ITSM) roles need to concentrate on three major issues: their customer, the services they need, and the value they should be providing. Avoiding the sport of “framework hunting” i...
Agile|Continual Service Improvement (CSI)|Customer engagement|DevOps|IT service management (ITSM)|ITIL
Published 22 Jan 2016
IT professionals do not typically focus on delivering value to customers and that’s because service providers in general don’t understand what value is – it’s not quantifiable, it’s not tangible, it’s not definable, it’s not measureable and so it can frighten them. Manageme...
Customer engagement|IT Service Management (ITSM)|IT services|ITIL|Processes|Service catalogue|Value
Published 12 May 2016
CIOs have overall responsibility for IT strategy within a business and are accountable for the governance and management of IT resources. In most organizations, the CIO is someone with a broad knowledge of IT and is able to provide vision and leadership in all aspects of IT...
Communication|IT services|Leadership|Resource management|Skills
Published 16 Sep 2016
Project management learning is influenced increasingly by the importance of engagement . Tenets of engagement such as trust, relationships, communication and collaboration are all part of the behavioural and contextual competencies emerging in project management. Vodafone...
Published 13 Feb 2019
With the digital disruption of markets, regulation and a need to maintain competitive edge creating a vision of a future organization, along with having an effective vehicle to deliver that, is absolutely crucial today. Organizations may achieve good project management pr...
MSP|PRINCE2|Professional development|Programme management|Project and programme delivery|Project and programme management (PPM)|Project management
Published 04 Jul 2019
ITIL ® Intermediate’s Planning, Protection and Optimization (PPO) module compels practitioners to think about the practical details of providing an IT service. In other words, once you have crafted the right service design what are the practicalities and implications of ...
Cloud services|IT service management (ITSM)|IT services|ITIL|M_o_R|PRINCE2|Service management
Published 04 Feb 2020
Back in the industrial society, goods were a dominant factor in our lives. But in the “service era” we prefer to replace ownership of goods with access to services and resources without necessarily owning them. This is happening with and without digital transformation , alt...
Collaboration|Communication|Customer experience|End-User Experience|IT services|ITIL 4|Stakeholder engagement|Value
Published 09 Mar 2018
Project management and transformation practitioners Stephen Dowling and Stephen Callaghan have been sharing their 'Adapt or Die!' ideas with organizational change practitioners in Australia. AXELOS caught up with them to find out what this means for projects and project man...
Agile|Customer needs|Frameworks|Leadership|Project management|Roles
Published 02 Oct 2019
It’s almost 30 years since the book, The Machine that Changed the World , described how the Lean approach transformed Toyota’s approach to manufacturing. Today, Lean approaches to IT and IT service management have become extremely influential. In the past couple of years...
Agile|Behaviour|Customer experience|Digital transformation|IT service management (ITSM)|IT services|ITIL 4
Published 14 Mar 2016
Janek Rozov, Head of the Information Society Services Development Department at the Ministry of Economic Affairs and Communications in Estonia, explains how it has introduced a multiple-view service catalogue to improve understanding of services amongst its citizens and allo...
Best Practice|Frameworks|IT Service Management (ITSM)|IT services|ITIL|Processes|Service catalogue
Published 20 Apr 2016
Abid Ismail was named the new CEO of AXELOS in December 2015, having been Chief Financial Officer since the company was formed in 2013. In a series of blog posts by Abid that will focus on the different stages of learning, development of knowledge and learning validati...
Published 05 Nov 2018
As part of our Built on ITIL ® blog post series, one of our most prolific guest bloggers, Adam McCullough, shares his ITIL journey: was it coincidental for someone who was working at NASA to find ITIL helped his career “sky rocket”? Working in ITSM supporting NASA’s Kenn...
Career progression|Certification|Continual Service Improvement (CSI)|IT services|ITIL|Skills
Published 09 Aug 2019
Have you just gained the PRINCE2 ® Foundation certification? Congratulations! But don’t get too comfortable, because it’s now time to think about your next steps – taking your PRINCE2 Practitioner. But why – you might ask – should I go through another certification The a...
Certification|Examinations|Learning|Learning from experience|PRINCE2|Project management
Published 02 Feb 2016
Is now a good time to get a job and develop a career in cyber security? As reported in Continuity, Insurance and Risk magazine , the Annual Allianz Risk Barometer shows that “businesses are less concerned about the impact of traditional industrial risks such as natural cat...
Cyber resilience|Cyber-attack|RESILIA|Risk management|Skills
Published 16 Nov 2016
PRINCE2 gives you a structured approach to delivering something , regardless of what that something is. And it’s effective not only for professionals with “Project Manager” in their job title: according to AXELOS’ PPM Survey 2016 , 88% of IT professionals, 82% of senio...
PRINCE2|Processes|Project and programme delivery|Project management|Project management office|Roles
Published 11 Apr 2017
In this second of a two-part blog post series based on AXELOS’ recent research, The Future Project Manager , consultant trainers Duncan Wade and David Hinde explore agile in project management and how it aligns with a strategic approach: While the term “agile” is becom...
Agile|Behaviour|Frameworks|PRINCE2|Project management|Strategic objectives
Published 18 Sep 2017
What should the future hold for IT Service Management (ITSM) professionals certified in ITIL ® Foundation ? If you’re anything like me, it holds ITIL Expert ® and ITIL ® Practitioner ! ITIL Foundation lives up to its name: it’s a foundational framework that is the ...
CPD|IT service management (ITSM)|ITIL|Learning|Skills|Value
Published 22 Feb 2019
Many people can change roles in an organization and – suddenly – from being a specialist, operational person they’re thrown into managing a project . The “accidental project manager” might have leadership and management skills for business as usual (BAU) activity plus cre...
AgileSHIFT|Career progression|Certification|CPD|M_o_R|MoP|MSP|P3O|PRINCE2|PRINCE2 Agile|Programme management|Project management|Roles
Published 06 Mar 2019
Have you noticed how the world of IT is changing in recent years? Have you also noticed how your role, responsibilities and current work practices might be coming under increased pressure to change and work differently? Organizations used to buy and build IT infrastructure a...
Cloud services|Digital transformation|IT service management (ITSM)|IT services|ITIL|Processes
Published 25 Jul 2016
Project Office Managers, or P3Os and PMOs for short, are the crux of a project, programme or portfolio support office. Giving strategic guidance, support and coaching, PMOs lead the team to deliver best practice and standardize their approaches to project execution. In this...
Best Practice|Communication|P3O|Processes|Project and programme management (PPM)|Project management office
Published 23 Oct 2019
Five years ago, after more than 21 years with Ashland in multiple business roles, I was appointed director of IT customer support and service delivery. Unfortunately, I had zero traditional IT knowledge. I literally Googled “IT education” and found the word ITIL ® . Fast for...
Customer needs|IT service management (ITSM)|ITIL|ITIL 4|Processes|Requirements
Published 05 Mar 2020
What an exciting time it is to work in Service Management! Attending the Pink20 conference was a great example of why that statement holds true now more than ever. It was an event we at AXELOS won’t soon forget. The opening General Session lead by Pink Elephant’s President...
IT service management (ITSM)|ITIL|ITIL 4|Service management|Stakeholder engagement|Strategy execution
Published 01 Apr 2020
Companies worldwide are now realizing that cyber resilience is not just a “good to have”, but a necessity. It’s no longer a question of if but when risks will emerge and when vulnerabilities are exploited with threats relating to information assets such as data, syst...
Published 28 Feb 2019
Ten years ago, Bitcoin was launched, and James Cameron released his innovative film Avatar. And now think of all the changes we have lived through since then. The Fourth Industrial Revolution has created such a fast-paced and complex environment that organizations and individ...
Career progression|IT service management (ITSM)|IT services|IT transformation|ITIL|Value
Published 10 Feb 2017
The IT Service Management (ITSM) mindset in 2017 needs to shift, both culturally and in ways of working that are about breaking down barriers and silos. This means embracing agile service management and moving away from long-term projects of process and improvement. Yes, th...
Agile|Communication|DevOps|IT Service Management (ITSM)|ITIL|Skills
Published 10 May 2018
“Nobody wants to show you the hours and hours of becoming. They'd rather show the highlight of what they've become" – Angela Duckworth author of 'Grit: Passion, Perseverance, and the Science of Success'. In my career, I have been very blessed with opportunities, life less...
Career progression|IT Service Management (ITSM)|Learning|Professional development
Published 25 Jun 2020
Dmitriy Kolesnikov recently certified in the ITIL ® 4 Strategist Direct, Plan and Improve (DPI) module after attending an online training course. He’s a long-time advocate of virtual training and believes more practitioners and their employers could benefit from it. Tak...
Best practice|IT service management (ITSM)|ITIL 4|Learning|Professional development
Published 04 Sep 2020
We spoke with Patrick Olden, who works at Actavo, an engineering solutions company. Patrick recently became a PRINCE2 ® Practitioner , and he told us all about his virtual training experience. Tell me about your professional background I’ve been working in telecoms for si...
Career progression|Certification|PRINCE2|Professional development
Published 23 Jun 2015
While Scrum has become the standard for agile software product development, many Scrum users are demanding a kind of umbrella for managing more complex projects where more than one team is involved. Similarly, many “well-established” Project Managers would like to know the ...
Agile|Frameworks|PRINCE2 Agile|Project and programme management (PPM)|Project Management|Training
Published 08 Nov 2019
Delivering services that equally meet consumer demand while remaining stable and reliable has become even more critical with the speed of IT change today . Every service organization needs to create, deliver and support services and understand the skills and competencies th...
Frameworks|IT service management (ITSM)|ITIL 4|Service catalogue|Service desk|Service management|Value
Published 27 Nov 2020
Projects in business are about change: introducing new products and capabilities and making improvements. Digital transformation – something we hear frequently these days in the USA and elsewhere – is very much about applying digital IT solutions to change the way organizati...
Best practice|Certification|Frameworks|PRINCE2|Project management|Stakeholder engagement
Published 23 Mar 2017
Recently, I have been lucky enough to attend some excellent events in the IT service management (ITSM) space. I have noticed some reoccurring themes running through the presentations and networking discussions, which was affirmed by the talks I attended at Pink17 . There a...
Agile|Communication|DevOps|IT Service Management (ITSM)|IT transformation|ITIL
Published 20 Apr 2017
Obtaining an IT Service Management (ITSM) certification such as ITIL ® Foundation always requires an investment of time and money and begs the question: is it worth it? ITIL Foundation gives you the opportunity to put theory into practice immediately. This is important a...
Published 14 Oct 2016
ITIL is being challenged by ‘shiny new’ philosophies, methodologies and frameworks that have recently laid claim to the work practices of service management professionals. But how valid and viable are these new approaches and how do they relate to the ITIL ® framework ...
Certification|Frameworks|IT Service Management (ITSM)|ITIL|Methodologies|Processes
Published 24 Jun 2016
For many years, I’ve felt that I’ve been the official ITIL ® apologist in the DevOps community, because I’ve always believed that DevOps and ITIL should be able to peacefully coexist. But these days, I feel that a more activist role in the DevOps community is necessary -...
Change management|DevOps|IT Service Management (ITSM)|ITIL|Processes|Service management
Published 26 Oct 2016
Many IT departments struggle when trying to adopt Kanban, especially at first. Whether they are moving from an established but ad hoc work management structure, or from a more standardized traditional IT Service Management (ITSM) work management model, they often find it hard...
Business solutions|IT Service Management (ITSM)|IT services|ITIL|Processes|Service Management
Published 19 Dec 2017
When summing up project management in 2017, one word dominates: convergence. Convergence has been happening for a while and is founded on having a common understanding of project management and its underlying concepts. For example, if everyone involved in the project shar...
Best Practice|Communication|Processes|Project management|Skills
Published 17 Feb 2017
I recently read a blog post titled something like "the death of ITIL ® ". The essence of the post was the suggestion that DevOps would essentially supplant the role of ITIL in high-functioning organizations. Reading the blog post made me realize that the state of confusi...
Change management|DevOps|Frameworks|Incident management|IT Service Management (ITSM)|ITIL
Published 17 Sep 2018
Digital transformation offers organizations the potential to compete, stay relevant and reduce the cost of delivering services to customers and running business processes. IT service management (ITSM) provides a structured process, approach and common language along wit...
Benefits realization|Digital transformation|Governance|IT service management (ITSM)|ITIL|Processes|Training
Published 15 Oct 2018
Organizations and professionals are facing an ever-changing world in which consumers are forcing faster responses to their demands. At the same time, there are internal tensions between the delivery team seeking to fulfil this demand versus the corporate teams they interact w...
Published 26 Oct 2017
A career in project management is more popular than ever before, but what does it take to get your foot in the door? Lindsay Scott, director at Arras People, provides some direction. There has been a dramatic shift in the way people enter project management over the ...
Career planning|Certification|ITIL|MSP|PRINCE2|Project management|Qualifications|Skills|Training
Published 21 Dec 2017
The ITIL ® update recently announced by AXELOS will be guided by the Lead Architect Team, comprising highly-respected experts from around the world. In this first blog post from the team, Troy DuMoulin talks IT past and present along with what an updated ITIL will mean f...
Published 03 Dec 2019
With over 30 years’ experience working in the field of project management training and consultancy, Julia Gosse reflects on the benefits of taking both PRINCE2 ® Foundation and PRINCE2 Practitioner. For anyone connected with projects, PRINCE2 Foundation has merits as a ...
Best practice|Certification|PRINCE2|Project and programme delivery|Project and programme management (PPM)|Project management|Project planning|Qualifications
Published 23 May 2019
Take your own medicine. Practice what you preach. Walk the talk. These clichés were circling my mind as I stepped into the classroom recently to begin the new ITIL ® 4 Foundation training. Having worked in AXELOS as Project Manager for the Foundation product for over a ye...
Best practice|Certification|Examinations|Frameworks|ITIL 4|Learning|Training
Published 24 Apr 2020
How does it work certifying in best practices such as PRINCE2 ® and PRINCE2 Agile ® via virtual classrooms and distance learning? Right now, when most people are working and studying in a context of social distancing , it’s the only viable option. I’ve been delivering co...
Career planning|PRINCE2|PRINCE2 Agile|Professional development|Skills|Training
Published 08 Oct 2019
Taking an ITIL ® 4 Foundation course and sitting the Foundation exam is a great way to start your ITIL journey. Here are AXELOS’ top tips to help you get the most from the course and pass your exam: Read around the topic before you start. It will help you hit the ground r...
Best practice|Capabilities|Career planning|Certification|Examinations|ITIL 4|Qualifications
Published 20 Apr 2016
One hundred percent of US Fortune 100 companies use the ITIL framework to manage, govern and keep their IT environment safe, so why isn’t ITIL training a priority at all of these organizations? In the past, product lifecycles were longer. You would develop a product, pu...
IT Service Management (ITSM)|ITIL|Knowledge management|RESILIA|Skills|Training
Published 13 Aug 2020
In an era of adaptation and better ways of working in the context of continuous performance improvements, people have inevitably expanded their skill set and capabilities. Much of this change has stemmed from the shifting of roles and organizational structures in response to ...
AgileSHIFT|Career progression|Professional development|Skills
Published 13 Nov 2020
The ITIL 4 practices are described as "sets of organizational resources designed for performing work or accomplishing an objective". Every practice includes familiar, service management processes while encapsulating more than previous versions of ITIL. Each begins with a c...
Best practice|Change management|Collaboration|Communication|Incident management|ITIL|Professional development
Published 10 Aug 2016
Working on projects to develop new software with developers in a different country - in other words, remotely - poses certain problems that cry out for the practical approaches enshrined in ITIL ® Practitioner’s guiding principles. The scenario I describe, unfortunately...
Communication|IT Service Management (ITSM)|IT services|ITIL|Processes|Project management
Published 11 Dec 2019
I spent the first fifteen years of my career in engineering project management , so moving into digital development has opened up a completely different working environment for me. But although the two industries are worlds apart in many ways, I have found that PRINCE2 ® a...
Agile|Benefits realization|Frameworks|Governance|PRINCE2|Project and programme delivery|Project management|Project planning
Published 28 Nov 2019
What did I notice most when certifying in the ITIL 4 ® Managing Professional Transition Module ? Above all, the agile and digital perspectives in the guidance are moving service management away from a process-only driven world. For example, breaking down change into quick...
Agile|Certification|Frameworks|IT service management (ITSM)|ITIL 4|Service management|Value
Published 16 May 2016
Many organizations either don’t understand or avoid organizational change management (OCM), choosing rather to focus on the technical elements of change. Of course, this ignores that the human factor could be integral to failure of a change programme. Today’s self-service t...
Change management|Communication|Continual Service Improvement (CSI)|ITIL|Leadership|Skills
Published 02 Aug 2017
Project management is under pressure – and organizations aren’t doing enough to get the most value from it. According to AXELOS’s PPM Benchmark Study 2017 – The Value of Project Management Excellence, about three-quarters of project managers are facing the dual challe...
PRINCE2|Project management|Project sponsorship|Skills|Strategy execution|Value
Published 21 Nov 2017
1. In your service management experience, how much of a foundation does ITIL ® provide? One of the benefits of ITIL as a foundation is that it has created a common language across organizations, by establishing both basic terminology and the processes they define. It also...
Continual Service Improvement (CSI)|Frameworks|IT Service Management (ITSM)|ITIL|Methodologies|Service Management
Published 29 Mar 2019
How does an engineer transform into a project manager with an eye on what a business wants? Or drive a project to solve a major environmental issue? I wouldn’t be where I am today without my background in electrical engineering, but it was the business management side of my ...
Behaviour|Certification|Governance|PRINCE2|Professional development|Project management|Qualifications|Requirements
Published 13 Oct 2020
Culture is one of the most important elements in service management but has rarely received more than lip service about “soft skills”. Successful change projects are affected very much by culture so it’s necessary to call out aspects of it that matter and therefore need mana...
Best practice|Communication|Customer engagement|ITIL 4
Published 14 Mar 2017
Periodically we can all start to feel under-valued for what we do. Whether it be getting the credit and recognition we want for our work or just a few more pounds and pennies a month in our pay packages, it is a perfectly normal and reasonable thing to want. That said, aski...
Published 09 Aug 2017
From medical, banking and automotive, to retail and hospitality, ITIL ® best practice is being used in more and more industry sectors to improve business performance. Why is this happening? Because ITIL is a proven industry best practice that takes a holistic view of p...
Continual Service Improvement (CSI)|ITIL|Knowledge management|Processes|Service catalogue|Value
Published 19 Feb 2018
Working on assignment five days a week means it’s not always easy for project managers to 'reach back' to their own organization – but it’s something you should always make time for if you don’t want to risk falling under the radar. As a consultant, I’ve found that it take...
Communication|Professional development|Project management|Roles|Value
Published 12 Sep 2019
Having a background in Agile-focused learning, certification and roles for more than 12 years, I previously had less interest in ITIL ® . So, you might wonder why I’m now certified in ITIL 4. I’d had some ITIL training and learning at university and there were elements I...
Agile|Certification|DevOps|End-User Experience|Frameworks|ITIL 4|Service desk|Service management
Published 21 Aug 2020
What should service management practitioners do after certifying in ITIL ® 4 Foundation? This is one of the questions I hear most often, especially from people starting on their ITIL journey. And it’s important today for people who have previously certified in ITIL v3 Foun...
Best practice|Career progression|Certification|ITIL 4|Professional development
Published 28 Nov 2018
You may have heard about our latest guidance AgileSHIFT and wondered, what makes it different from other Agile products. After all, there are a lot of methods, methodologies and approaches that carry the name ‘Agile’, so why do we need another one? Well, the thing is, Agile...
Agile|AgileSHIFT|Benefits realization|Best practice|Customer needs|Methodologies
Published 15 Aug 2019
Executive Summary We all are aware of the three fundamental principles of People, Process and Technology. Every organization focuses on these three elements. The people factor in all the above has been limited to reskilling in new technologies and training on methodologies a...
Behaviour|Digital transformation|IT service management (ITSM)|Knowledge management|Resource management|Service management|Skills
Published 04 Nov 2015
Though a performance analytics and testing company, SOASTA use ITIL ® best practice to consider key processes for any application lifecycles and have applied them to their development methodology. In this blog, Dan discusses a little of what they have learned so far. ...
Best Practice|Change management|End-user experience|Methodologies|Processes
Published 13 Nov 2015
Looking behind, the Building Service Monitoring as a Service with an Eye on the Cloud series of blogs has covered a lot of ground - from why, to what, to how. Now it is time to look ahead to how we pump water through the pipes we have built. It is time to discuss how we be...
Business solutions|Cloud services|Communication|IT Service Management (ITSM)|IT services|Service desk|Service management
Published 26 Nov 2015
Throughout the "Building Service Monitoring as a Service with an Eye on the Cloud" blog series, we have focused on the need for a Service Monitoring Service - a “monitoring hub” of sorts. This approach is different from the legacy centralized monitoring approach whereby t...
Best Practice|Capabilities|Cloud services|IT Service Management (ITSM)|IT Services|Service Management
Published 18 Feb 2020
An interview with Mark Smalley, author of ITIL ® 4 Managing Professional High-velocity IT. Q: Why should ITIL practitioners see value in the High-velocity IT module within ITIL 4’s Managing Professional certification? A: The module is aimed at practitioners who are n...
Agile|DevOps|IT services|ITIL|ITIL 4|Service management|Skills
Published 03 Mar 2017
Developing new applications with a combination of ITIL ® , DevOps and agile methods is transforming results for customers. While DevOps and agile are enabling better communication, improved analysis of customer needs and delivering a quality solution, ITIL adds incide...
Published 06 Feb 2020
IT transformation alone – as a functional concept – might deliver a good process outcome. However, the difference between that and digital transformation is like standing on the face of earth and then travelling to stand on the moon. Having just certified via the ITIL ® 4 ...
Business Relationship Management|Collaboration|Customer experience|Digital transformation|ITIL 4|Service catalogue|Service management|Value
Published 04 Mar 2016
Typically, the scope and duration of programmes is significantly greater than that of a single project. Consequently – and in contrast to projects – they demand greater leadership and stakeholder management skills from programme delivery professionals in order to achieve pr...
Communication|Leadership|MSP|Programme management|Project and programme delivery|Skills|Stakeholder management
Published 24 Mar 2016
This is the first in a series of conversations with Nick Wilding and leading cyber resilience commentators and practitioners from around the world. Who should countries and companies learn from when thinking about cyber resilience? Estonia has been described in tech pub...
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 22 Jun 2018
Recruitment in the project management market in mid-2018 finds itself in between times: the recessionary economy of post-2008 and an emerging state of recovery. The relatively high availability of people during recessionary periods means employers don’t have to try too har...
Published 02 Jul 2014
Before any discussion about ITIL's "adopt and adapt" approach, it's important that we dispel some ITIL myths. The principal myths state that ITIL is: Useful for large organizations only Bureaucratic Time consuming Non-Agile Prescriptive. Traditionally, ITIL's commun...
Adopt And Adapt|Best Practice|IT Services|ITIL|Service Desk|Service Management
Published 04 Aug 2016
Project management and IT Service Management (ITSM) are evolving and, as a result, are becoming more interlinked. The reason for their entwinement is simple: it’s part of a move from ‘traditional’ project management approaches that focus on producing a deliverable to a more...
Best practice|IT Service Management (ITSM)|ITIL|PRINCE2|Project management|Value
Published 27 Jan 2017
At an IT Service Management (ITSM) conference in 2016, the following equation caught my eye: “DevOps = Agile + Lean + ITSM”. In other words, DevOps is about good development practices continually delivering product features (Agile), effectively and with minimal wasted effort...
Agile|Frameworks|IT Service Management (ITSM)|Training
Published 10 May 2018
Services are about people and processes and how technology enables the service delivery. These services need service management and, as a product manager, it has been useful to recognize that designing services is different to designing products. In order to deliver a cons...
Agile|Continual Service Improvement (CSI)|Customer needs|IT Service Management (ITSM)|ITIL|Processes|Service Management
Published 30 May 2017
AXELOS’ Future ITSM Professional report predicts a growing need for people working in ITSM to adopt a more strategic role as service management principles spread beyond IT and throughout organizations. Service management consultant, Lisa Hodges, reflects on the findings: ...
Collaboration|DevOps|IT Service Management (ITSM)|ITIL|Processes|Skills
Published 13 Sep 2019
Fifty per cent of people I see undertaking PRINCE2 ® training today are not working in a traditional project management role and the organizations they work for usually don’t have a Project Management Office (PMO) . There is a growing trend for smaller companies to send ...
Certification|PRINCE2|Project and programme management (PPM)|Project management|Roles|Training|Value
Published 05 Jun 2017
Mike Babb, who is responsible for recruitment into Capita’s 4,500-strong professional services division, gives his verdict on the PRINCE2 ® 2017 Update: Since qualifying in PRINCE2 six years ago I’ve witnessed at first hand the importance of tailoring the project mana...
Career planning|Methodologies|PRINCE2|Project Management
Published 15 Oct 2019
The financial sector, in the 10 years since the financial crisis, has seen an end to limitless expenditure. With the main constraint now being financial , projects have to be delivered very much on budget. When making investments, organizations are now very mindful of the ...
Career progression|Certification|PRINCE2|PRINCE2 Agile|Project management|Training
Published 13 Jun 2018
Services are about people and processes and how technology enables the service delivery. These services need service management and, as a product manager, it has been useful to recognize that designing services is different to designing products. In order to deliver a cons...
Agile|Continual Service Improvement (CSI)|IT Service Management (ITSM)|ITIL|Processes|Service catalogue|Service Management
Published 11 Feb 2019
Best practice in IT, ITSM and the ITIL ® update: solving business problems and delivering value IT organizations operating anywhere in the world still remain too internally-focused. That isn’t me saying this. This is what we are discovering using our ABC cards (Attitu...
Best practice|Digital transformation|IT service management (ITSM)|IT services|ITIL|Value
Published 13 Aug 2019
Setting the scene: ‘…The rolling green hills of England, the buttercups painted a golden yellow by the early morning sun, cows lying in glistening dew cloaked fields, the gentle buzz of a bee in the scent filled breeze... a stark contrast to the high-tech hum of the sterile ...
Behaviour|Collaboration|Governance|IT service management (ITSM)|ITIL 4|Value
Published 12 Sep 2016
Would you lie on your CV to secure your dream job? Well, you might not. But before you dismiss the idea that this practice goes on, the latest facts tell a different story about job applicants and, even more alarmingly, about employers: Data gathered by the UK’s Office f...
Published 16 Aug 2019
Despite being an experienced project manager, I keep the PRINCE2 ® Practitioner book on my desk and refer to it often, especially when starting a project. I think that’s the important point: If you want to be a project management professional you need the PRINCE2 Practit...
Best practice|Certification|Governance|Methodologies|PRINCE2|Project management|Training
Published 26 Jun 2019
Every organization, at some point, will make some sort of IT transition. The concepts in ITIL ® v3 Intermediate’s Service Transition (ST) module help that challenge in specific ways: The ultimate idea is to make transitions smooth enough to avoid disrupting current IT ser...
Certification|IT service management (ITSM)|ITIL 4|Service management|Skills
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
Published 03 Sep 2020
What is digital strategy and how can ITIL ® 4’s strategy management, workforce and talent management and Organizational Change Management practices support organizations on that journey? This and more were the focus of a recent webinar featuring ITIL 4 authors Davi...
Best practice|Change management|Digital transformation|ITIL 4
Published 01 Jul 2016
Project teams are increasingly becoming virtual in one form or another. This can include working across different geographies, time zones, firm-wide boundaries and with third parties. Projects can cover a number of different countries with virtual teams and as Project Manag...
Published 11 Sep 2017
Delivering value to a customer doesn’t begin and end with a product and its features – it also requires service . In the IT development world, recognizing the need for service means cultivating skills in service management. This is where turning to ITIL ® is important...
Customer needs|DevOps|ITIL|Service management|Value
Published 24 Oct 2018
In recent years there has been a profound shift in the pace and extent of change. The need to develop an appropriate response to that is the reason behind the development of AgileSHIFT ® – a guide to help prepare individuals and organizations for transformational shift by ...
Agile|AgileSHIFT|Behaviour|Customer needs|Digital transformation|Frameworks|Value
Published 22 Nov 2019
The new ITIL ® 4 Direct, Plan and Improve (DPI) module , leading to the ITIL Strategist qualification, provides essential knowledge and capabilities that a service management professional should acquire beyond Foundation level. The module – which is applicable to both ITI...
Capabilities|Certification|ITIL 4|Service management|Skills|Strategy execution|Value
Published 02 Feb 2015
Service Management must not shy away from application development Most Service Management organizations are full of process people. And then, there are tools teams that are full of tools people. What I mean is that the tools teams are made up of individuals who are experts...
Cloud Computing|Cloud services|IT Service Management (ITSM)|IT Services|Processes|Service Management
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 10 Mar 2017
In early December 2016, Kaimar Karu and I found ourselves in Portland, Oregon running a workshop with Jon Terry, Shane Carlson, and Kevin Behr. Over dinner one night, we started talking about Enterprise Service Management (ESM). Differences in opinion started to surface, and ...
Best Practice|IT Service Management (ITSM)|IT services|Processes|Service management|Value
Published 17 Jun 2016
Following the release of ISO/IEC TR 20000-11:2015: Part 11 - Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks: ITIL® at the end of 2015 , we spoke to Shirley Lacy, managing director of ConnectSphere, who was involved in i...
Frameworks|Information Management|Information systems|IT Service Management (ITSM)|ITIL
Published 08 Jul 2016
Within my own organization, we’ve used the principles of ITIL ® Practitioner to ensure we’re working more effectively. And that has involved taking a “helicopter ride”. The release and deployment team’s objective is to release about 20 new and quality courseware titles to...
Communication|Continual Service Improvement (CSI)|ITIL|Value
Published 10 Jan 2018
When I first ‘discovered’ ITIL ® in the 1990s, it was both a revelation and like discovering a “family” I never knew I had. At that time, I loved that “family” because of how it took us where we needed to be. And it was needed because IT was largely run by people with ...
Published 17 Dec 2019
Enterprise agility is almost mandatory today. Digital disruption and the rate of change is stimulating product development, raising customer service expectations and altering the technology landscape forever. Any organization unable to read, respond and adapt to these cond...
Agile|Behaviour|Business solutions|Collaboration|Communication|Customer experience|Value
Published 04 May 2017
Following the publication of AXELOS' The Future ITSM Professional report, AXELOS associate Toby Moore joined Dr Tuuli Bell, partner manager at Tasktop Technologies, to discuss the evolution of ITSM businesses and the shift to a more service-based culture. Ever...
Business solutions|Collaboration|IT Service Management (ITSM)|IT services|Service desk|Strategic objectives
Published 10 Feb 2015
Understanding the difference When looking at outputs and outcomes it is important that IT service management (ITSM) professionals understand the difference; all too often we focus only on our outputs and the processes rather than thinking about the outcome and what we are ac...
Best Practice|Information Management|IT Service Management (ITSM)|ITIL|PRINCE2|Project 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 14 May 2020
John Edmonds – who joined AXELOS in 2018 – was the classic, "accidental project manager" in an era before best practice and when project management was done through trial and error. Here, he charts his journey to training countless professionals in PRINCE2 ® while a...
Best practice|Certification|Governance|PRINCE2|Project management|Training
Published 04 May 2018
Like their traditional counterparts, organizations that are struggling with Agile face the lack of executive involvement . Despite Agile’s success in addressing software development issues, it hasn’t addressed strategic leadership. This is where I believe the real issue i...
Agile|Certification|Customer needs|Project management|Strategic objectives|Value
Published 15 Jan 2019
Working in ITIL ® adoption has given me a steady stream of employment in broader, more engaging roles and a significant increase in salary. The demand for ITIL skills are continuing to grow worldwide and – I believe – will increase significantly over the next five to 10...
Career progression|IT service management (ITSM)|ITIL|Roles|Skills
Published 22 Mar 2019
IT service management – at the turn of the century and before ITIL® v2 – was as difficult to manage as landing on the moon and finding a state of anarchy. But – in my career post-ITIL v2 – I discovered a common language, a glossary, definitions of service level agreements ...
Best practice|Certification|IT service management (ITSM)|ITIL|Learning|PRINCE2|Training
Published 10 Sep 2019
Many professionals are given the responsibility for running projects without even realizing it. Although this can happen for any number of reasons, in my experience, there are generally two routes into this “unofficial” project manager role . Does this sound familiar? The ...
Certification|Communication|PRINCE2|PRINCE2 Agile|Project management|Training
Published 25 Sep 2019
Why should learning and training in portfolio, programme and project management (PPM) lead to certification? People take training courses, but if they are not tested and certified at the end they can’t demonstrate understanding of the finer detail that gives them a more ac...
Best practice|Certification|Programme management|Project and programme delivery|Project and programme management (PPM)|Project management|Skills
Published 10 Oct 2018
Agile is fast becoming the ‘must-have’ methodology requested by many operations directors… something that may be more the result of an impulse purchase in an airport waiting lounge bookshop than coming from a deep understanding of the topic. That said, I must admit that le...
Agile|Frameworks|Governance|PRINCE2|Project planning|Stakeholder management
Published 15 Jun 2020
Companies need to seriously re-think how they change direction to ride out crises. And not just to survive, but to thrive. In uncertain times like now, high-velocity IT is something organizations need regardless of industry. And that’s not only about speed but the ability ...
Best practice|IT service management (ITSM)|ITIL 4|Service management
Published 19 Jun 2020
What is the imperative for organizations moving to a high-velocity IT environment? Scarce resources, growing demands, continually shifting goals, the need for speed and end-to-end, sustainable behaviours that deliver agreed business value in times of agile transformation. Is...
IT service management (ITSM)|ITIL 4|Service management
Published 04 Dec 2017
Everyone’s favourite IT service management (ITSM) puppet blogger, Joe The IT Guy, published an article a couple of months ago on the alignment of ITIL ® and DevOps. It had some great insights, and Joe suggested that I pen a follow-up … so, here it is. Before I start, I’d...
Capabilities|Continual Service Improvement (CSI)|DevOps|IT Service Management (ITSM)|Service Management
Published 12 Mar 2018
The way big businesses are applying Agile methodology has seen a distinct shift. Where once Scrum was limited to team frameworks, it’s now being used at a much broader programme and portfolio level by the likes of Google, Apple and Spotify. Why? Because these large organi...
Agile|Customer needs|Frameworks|Methodologies|Project management|Training
Published 09 Nov 2018
Clare Gibbs delivered projects for 10 years before certifying in PRINCE2 ® . In this latest blog post in our short series about people newly-certified via training with Logical Model , she discusses the value of combining PRINCE2 and agile knowledge by certifying recently i...
Agile|Best practice|Certification|PRINCE2|PRINCE2 Agile|Project management
Published 21 Jan 2019
Originally developed by Toyota in Japan, Kanban is a system for scheduling production using a physical board to show work in progress; essentially, it’s a process improvement method. Within IT departments it’s used to visualize workload by having notes on a board showing...
Change management|Customer needs|IT service management (ITSM)|Processes|Project management|Resource management|Value
Published 22 Jul 2019
I firmly believe that emotional intelligence (EI) and communication are integral to the development of project management and key to shaping its future. So, it doesn’t surprise me that they are recognized in this year’s AXELOS PPM benchmark report 2019 as “specific skills ...
Collaboration|Communication|PRINCE2|Project and programme management (PPM)|Project management|Roles|Skills
Published 21 Jan 2020
The onus on the service desk has changed: today, it’s more customer focused and demands a new combination of skills for successful service desk agents. Previously, the idea was to spend as little time on the phone as possible, with service level agreements measuring speed ...
Business solutions|Customer experience|End-User Experience|Incident management|IT services|ITIL 4|Service desk|Value
Published 22 Jun 2020
Amey Manjrekar was, until recently, in information technology at India’s Great Eastern Shipping Company – which provides tanker vessels for the energy industry. When writing this blog post, he had recently certified in PRINCE2 Agile® and described how the changing demands f...
Published 01 Sep 2020
Lockdown for project managers has been almost like a forced training exercise: how to respond to the unexpected in the right way. That has meant understanding the risks when there are so many unknowns and what we need to do to manage an ever-changing situation. However, hav...
Published 10 Sep 2020
Why are C-suite level managers wary of allowing Agile product delivery methods in their organizations? More and more businesses have adopted Agile approaches in the 20 years since the launch of the Agile Manifesto. However, some leaders remain nervous about investing million...
Agile|Customer needs|PRINCE2 Agile|Project management
Published 27 Apr 2016
Nicola Reeves, Service Management Consultant at Hewlett Packard Enterprise, describes the value ITIL ® Practitioner brings to organizations, especially when it comes to change management. Having completed my ITIL training to the highest level, I was keen to understand...
Change management|Continual Service Improvement (CSI)|IT Service Management (ITSM)|ITIL|Processes|Roles
Published 28 Jan 2020
Strategy is more relevant than ever as a competence in service management. It’s a leadership skill and everyone working in operations, project management or in senior management needs to have some level of leadership skill; leading ourselves, leading teams and working cros...
Change management|Collaboration|Communication|ITIL 4|Service management|Strategy execution|Value
Published 23 Apr 2019
What is the importance of Continual Service Improvement among ITIL Intermediate ’s lifecycle modules? Adam McCullough explains how the module empowered him in his role as an ITSM professional. Continual service improvement (CSI) is something every business has t...
Certification|Continual Service Improvement (CSI)|IT service management (ITSM)|ITIL|Roles|Value
Published 08 Feb 2016
How do you prepare your organization for an agile project? Naturally, this depends on the project; but if it’s a major technology project with a digital outcome , then using agile methods will probably be a significant shift for your organization. Where your organizationa...
Agile|PRINCE2 Agile|Project and programme management (PPM)|Project management|Requirements|Stakeholder engagement
Published 13 Mar 2020
Why should companies be exploring full agility at product level instead of at project level – and what does this mean for project managers? Markets and competition are evolving so fast while digital resources are enabling organizations to respond very quickly to changing de...
Agile|Customer needs|Frameworks|Methodologies|PRINCE2|Processes|Stakeholder engagement|Value
Published 01 May 2020
Sifting through an influx of unsolicited manuscripts… Negotiating rights deals at the London Book Fair … Juggling overlapping deadlines… A multitude of authors raising royalty and advance queries… Book publishing is a busy, blossoming industry. Publishing has undergone...
Agile|Best practice|Communication|PRINCE2|PRINCE2 Agile|Project and programme management (PPM)|Project management|Project management office|Stakeholder engagement
Published 29 Oct 2014
The traits of the perfect project manager (PM) from my experience should include the following. The list is not exhaustive so I welcome any additions or challenges to those listed below. As a project manager you need to have the goal of striving for perfection. This will kee...
Best Practice|Project and Programme Management (PPM)|Project Management|Stakeholder Management
Published 05 May 2016
What is ITIL Practitioner and how does it complement existing ITIL accreditations? ITIL ® Practitioner is an addition to the ITIL portfolio and, ultimately, it helps professionals who’ve completed any level of ITIL training from Foundation onwards to develop the ski...
Adopt and adapt|IT Service Management (ITSM)|ITIL|Skills|Training
Published 15 May 2017
In response to the AXELOS The Future ITSM Professional report, AXELOS associate Toby Moore and Dr Tuuli Bell, partner manager at Tasktop Technologies, explore emerging issues in a key function of IT: The Service Desk An effective Service Desk is key to a successful IT...
Communication|Customer experience|IT services|Problem management|Processes|Service desk
Published 06 Dec 2018
Emma Arnaz-Pemberton, director of consulting services at Wellingtone Project Management put herself and her team through the new PRINCE2 Agile ® Foundation course with the support of Logical Model. What’s your principal role? I run a team of consultants and focus...
Agile|Certification|Governance|PRINCE2|PRINCE2 Agile|Project management
Published 08 Jan 2020
“What can we do about Agile?” PMOs (project, programme and portfolio management offices) are still asking that question, even though this conversation has been going on for years. There remains a real sense of misgiving and it’s largely due to the perception that Agile mean...
Agile|Project and programme delivery|Project and programme management (PPM)|Project management|Project management office|Project Progress
Published 15 Jul 2020
Using Kanban in projects is a simple and direct way to help teams increase their work efficiency by visualizing the workload. As part of the guidance available in PRINCE2 Agile ® , it’s a tool that should be in every project manager’s toolkit, especially in less complex en...
PRINCE2 Agile|Project management|Project planning|Task management
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 31 Jul 2018
In IT service management (ITSM) education is critical: it helps organizations get a shared understanding of terms and concepts and a proven body of knowledge such as ITIL ® . The IT industry is rife with buzzwords carrying varied interpretations, so education helps ...
Certification|DevOps|Frameworks|IT Service Management (ITSM)|ITIL|Processes|Value
Published 04 Mar 2019
There is a famous saying, that what happens in Vegas stays in Vegas, but I’m going to break the code here and share my views and feedback from Pink19 . Although this was my first experience of Vegas, I knew what to expect having enjoyed several movies based in ‘Sin City...
Best practice|Certification|Customer needs|IT service management (ITSM)|IT services|ITIL|Value
Published 22 May 2019
ITIL Intermediate’s Service Design (SD) module provides one of the most important approaches to deliver a service that works and enables value creation. Without employing SD and, for example, moving to transition without much design and attention to processes there is a ...
Agile|Customer engagement|DevOps|IT service management (ITSM)|IT services|ITIL|Value
Published 23 Aug 2019
For any operational department it’s obligatory to have processes and an approach to things – otherwise it would all be chaos! In my view, if you don’t adopt and adapt knowledge from one of the IT operational approaches such as the ITIL® Intermediate module, Operational Supp...
Customer experience|Incident management|IT services|ITIL|Problem management|Processes|Value
Published 19 May 2015
As we begin these next few blog posts on “Implementation”, it is important to look at the ground we have already covered. To begin this series, we discussed Service Monitoring as a Strategic Opportunity . We followed that discussion with four posts on Building Service Monit...
Capabilities|Cloud Services|Customer Engagement|Customer Experience|IT Service Management (ITSM)|Key performance indicators (KPIs)|Processes
Published 07 Aug 2019
Change, release and deployment in ITIL ® help to ensure that what a requester – such as a service owner – wants can be delivered from a technical and feasibility perspective. I’ve seen this work effectively in the French national railway company, SNCF; but before we get...
Change requests|IT service management (ITSM)|IT services|ITIL|ITIL 4|Service management
Published 12 Oct 2020
The lack of “strategic mindset” capability is – I believe – a clear and present problem in industry. Where, previously, there were generalists with broader skills, today we have more specialists – or subject matter experts. This is not inherently bad, but it has forced some ...
Best practice|MSP|PRINCE2|Programme management|Project management|Strategy execution
Published 05 Nov 2020
What drives employee engagement today and how can organizations and their people remain passionate about customer experience? A recent AXELOS panel webcast explored how having motivated staff is good for business, customers and employee retention. These insights were sh...
Best practice|Customer engagement|Customer experience|Empowerment|ITIL 4|Leadership|Training
Published 17 Jun 2015
Earlier in the series, we discussed the importance of enabling features in our Service Monitoring Service that make the application teams want to use the service rather than building their own “page myself” scripts.There are many features that we may add, but there are thre...
Best Practice|Change management|Change requests|Cloud Services|IT Service Management (ITSM)|Processes
Published 19 Oct 2015
More and more organizations are finding a need for their employees to have project management knowledge because the work people do is increasingly project-based. Not only that, but as the world becomes more complex and advances in technology are made every day, project acti...
Agile|Best Practice|Processes|Project management
Published 19 Dec 2016
When organizations are not managing projects effectively, it means the value that should be delivered by projects suffers. I believe this happens in a multitude of industries, and it is impacting businesses’ bottom lines. The solution is for organizations to recognize the b...
Certification|Methodologies|PRINCE2|PRINCE2 Agile|Project management|Strategic objectives
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 29 Jan 2019
If you’re considering a career in project management , the first step is to think about whether your goals, skills and natural aptitude fully align with what is required. I started my project career when I was supporting a small project and realized I wanted to have a bigg...
Agile|Career planning|Certification|PRINCE2|Project management|Skills
Published 09 Jul 2019
We have recently published the third instalment of our Global PPM Benchmarking series and it makes for compelling reading. The report has been designed to offer market insight into the status of project and programme management highlighting the growing trends and key issues...
Agile|Communication|Programme management|Project and programme management (PPM)|Project management|Stakeholder management
Published 16 Sep 2020
Until recently, I had never heard the PRINCE2 ® method mentioned in the context of marketing; now I have, I realize that many of my previous challenges were a project management issue. In the past few years, marketing has seen a transition from offline to online/digital ...
Best practice|Certification|PRINCE2|Project management
Published 22 Feb 2017
In the past year to 18 months, we’ve witnessed a real shift in IT Service Management (ITSM). For a long time, there’s been an emphasis on the importance of processes, technology and certifications but now, there’s a much greater awareness of the need to have new skills. S...
Agile|Communication|IT Service Management (ITSM)|ITIL|Leadership|Skills
Published 28 Apr 2020
IT as unsung heroes? Really? Who are your heroes? Growing up, maybe your heroes wore capes and fought crime . Maybe they were the characters you found in books and on TV. Right now, in the middle of an unprecedented challenge to our health and wellbeing, you'd probably sa...
Behaviour|Business solutions|Communication|Customer needs|Cyber security|Information management|Information systems|IT services|ITIL
Published 27 May 2020
How can companies – and particularly IT organizations – take something positive from the current worldwide situation with Covid-19? Just like I had the chance to end my own procrastination in completing the ITIL ® 4 Managing Professional Transition Module , organizations h...
Customer engagement|IT service management (ITSM)|IT services|ITIL 4|Service management|Strategy execution
Published 11 Dec 2015
The new ITIL ® Practitioner qualification is about giving IT Service Management (ITSM) professionals practical guidance that allows them to truly adapt and adopt ITIL® in their organization. Practitioner is very much going to be about continual improvement as much as...
Best Practice|Certification|Communication|IT Service Management (ITSM)|ITIL|Processes|Service Management
Published 13 Apr 2016
This blog (abridged from my original 3000-word version) isn’t meant to be a review of the new ITIL Practitioner Guidance publication, although you might feel it sails close, and instead talks to the content that stands out for me, i.e. the stuff that will really help the read...
Change management|Continual Service Improvement (CSI)|IT Service Management (ITSM)|ITIL|Processes|Value
Published 10 May 2017
AXELOS associate Toby Moore and Dr Tuuli Bell, partner manager at Tasktop Technologies explore the outlook for IT following the release of the AXELOS The Future ITSM Professional report . IT has evolved beyond recognition in recent years to become an integrated part of ...
Collaboration|IT Service Management (ITSM)|IT services|Roles|Service desk|Skills
Published 15 Aug 2017
Ten years ago, IT in India was a very different world to now: the country was the “back office” of the world, providing outsourced services in the form of Business Processing Outsourcing (BPO) and Knowledge Process Outsourcing (KPO). During this period ITIL ® was the...
IT Service Management (ITSM)|ITIL|Learning|Training|Value
Published 06 Aug 2018
What does migrating IT services to the cloud mean for ITIL ® ? I’ve heard various comments along the lines of “it’s no longer our infrastructure , it’s the responsibility of the cloud provider so why are we bothering with ITIL?” I find this really surprising as cloud integ...
Business Relationship Management|Career progression|Cloud Computing|Continual Service Improvement (CSI)|Governance|IT services|ITIL
Published 17 May 2019
While working for the North Atlantic Treaty Organization (NATO) with responsibility for global service level agreements, certifying in ITIL ® ’s Intermediate Service Offerings and Agreements (SOA) module was essential. I really recognized the power of ITIL and service mana...
Certification|Cloud services|IT services|ITIL|Service desk|Service management|Value
Published 28 May 2019
Having worked in IT service operations for nearly 30 years, I think the most important ITIL Intermediate certifications are Continual Service Improvement and Service Operation (SO). Training in SO has given me a better understanding of how things come together from beginni...
Best practice|Incident management|IT service management (ITSM)|ITIL|Processes|Service desk|Value
Published 12 Aug 2015
Taking an ITIL v3 Foundation course and sitting the Foundation Exam is a great way to start your ITIL journey. Following on from our blogs on how to prepare and what to do during the examination , here are our Top Tips to help you once the exam is over. Relax. ...
Certification|Examinations|IT Service Management (ITSM)|ITIL|Learning|Qualifications|Training
Published 11 Nov 2016
I remember the divide in the industry when we published Service Strategy in the summer of 2007. Whilst a minority said it was inspirational, the majority questioned what right IT had in trying to shape business strategy. Zoom forward more than a decade, where the Fourth...
Capabilities|Collaboration|IT services|ITIL|Skills|Strategy execution|Value
Published 25 Nov 2016
Hi everyone, thanks for listening to first audio interview brought to you by the ITIL ® team. We hope you enjoy it. Listen to the interview We’re getting off to a flying start with two stellar interviewees: Gene Kim (IT Revolution Press, co-author of The Phoenix Pr...
Collaboration|IT Service Management (ITSM)|ITIL|Training|Value
Published 09 Dec 2016
Hi everyone, thanks for listening to the second audio discussion we recorded at the DevOps Enterprise Summit 2016 in San Francisco. Listen to the interview One of the topics that repeatedly popped up at the conference – whether it was within presentations, during inform...
Capabilities|IT Service Management (ITSM)|ITIL|Processes|Service Management|Value
Published 27 Nov 2017
How can DevOps bring service improvements to IT service management (ITSM) in organizations and avoid throwing operations the “hot potato” of badly planned change projects? And what is the role for ITIL ® Practitioner’s 9 Guiding Principles – in particular start where y...
Collaboration|DevOps|IT Service Management (ITSM)|IT services|ITIL
Published 11 Dec 2017
1. In your service management experience, how much of a foundation does ITIL provide? ITIL ® provides a deep foundation when it comes to IT Service Management. One of the reasons is because ITIL is a framework. It is a set of best practices that focuses on aligning IT s...
Continual Service Improvement (CSI)|IT Service Management (ITSM)|ITIL|Processes|Service management|Value
Published 04 Jun 2018
The IT Infrastructure Library – the original name for ITIL ® – is, officially, not in use! In fact, we haven’t actively used the name since the formation of AXELOS five years ago. However, as recently as last month there was debate on Twitter about what happened to the I...
Best practice|Frameworks|Infrastructure|IT Service Management (ITSM)|IT services|ITIL|Service Management
Published 02 Apr 2019
<BEEP>….The Mission control flight screen displayed another systems event… Inside the control room a concerned team of specialists is huddled round the Mission (Sales) Director, looking at the results of the flight plan so far. The first mission goal was not achieved, revenu...
Collaboration|IT service management (ITSM)|ITIL|Service desk|Service management|Value
Published 19 Jun 2019
Over the past five years, I believe that – for some IT organizations – the ITIL ® concept of Service Strategy (SS) got left behind. Why is this? IT organizations have been buried in the “trenches” of an endless loop which includes immediate uptake of design, transition an...
Customer needs|ITIL 4|Service management|Skills|Strategy execution|Value
Published 30 Jul 2015
It’s fashionable to convey confidence in a standpoint or outcome by incorporating the phrase “100 percent”. If I gave such an absolute level of assurance when managing a project, I suspect my customers would soon become disillusioned with me as I have never delivered 100% o...
Agile|Communication|Critical success factors|Customer engagement|PRINCE2|PRINCE2 Agile|Project management
Published 03 Oct 2017
What is effective project and programme governance and why is it important to define and establish governance arrangements for success and the realization of benefits? T he focus of many organizations , particularly in the public sector, is how to reduce the cost of opera...
Behaviour|Project and Programme Management (PPM)|Requirements|Roles|Stakeholder management
Published 01 Aug 2014
When quantifying the scale of corporate cyber threat, the figures alone tell a sobering story. As reported in The Economist's recent special report on cyber security, 800m data records were lost last year as a result of cyber-attack, despite estimated worldwide spending of £...
Best Practice|Cyber Resilience|IT Services|Service Management|Threats
Published 19 Nov 2015
What is Service Health? Now that we understand the service, we must ask ourselves what service health really is. For each service capability we must ask 1) is the capability working? and 2) is the capability performing well? What types of monitoring might we consider? We ...
Best Practice|Business Solutions|Capabilities|Cloud Services|IT Service Management (ITSM)|Service Management
Published 21 Jun 2018
With continuing digital disruption, customer-focused organizations today more than ever need a portfolio-centred approach to both strategic planning and product delivery. An effective P3O model for any organization therefore seeks to build on, and better coordinate, the cont...
Portfolio Management|Project planning|Strategy execution
Published 18 Feb 2019
Business value from IT goods and services in a digital world I think it’s fair to say that organizations’ understanding of “digital” is currently ‘all over the place’, leading to much confusion. In technology terms, when you’re using IT strategically to drive a business...
Customer engagement|Digital transformation|IT service management (ITSM)|IT services|IT transformation|ITIL|Value
Published 18 May 2016
In this, the first of a series of blogs on the use of PRINCE2 outside of traditional project management roles, we speak to Dan Verghese, Head of Digital at AXELOS, on how the guidance helps in the management of digital projects. How have you used PRINCE2 during your caree...
Published 08 Mar 2017
The use of agile delivery to deliver large scale digital programmes is now is at previously unknown levels of maturity. In fact, it has got to the point where I can’t think of a serious web development team not using some kind of agile method. Equally, it’s difficult to imag...
Published 24 Jul 2017
Working as the service lead for an outsourced IT company, my challenge is understanding what our customers’ businesses are trying to achieve. Customers expect new ideas and innovation based on what we see other companies doing across a host of industries. But, above all, th...
Collaboration|Customer engagement|IT Service Management (ITSM)|ITIL|Strategy execution|Value
Published 04 Aug 2017
There are several reasons why you might need to tell the story of ITIL . Maybe you’re trying to get your current employer to adopt a process, pitching to get some additional training budget or explaining how your organization uses ITIL as part of a new business bid or te...
Customer needs|IT Service Management (ITSM)|ITIL|Learning|Training|Value
Published 18 Oct 2017
What can project managers do to improve their skills and capabilities and – in turn – the performance of project teams? Have a best practice mindset To be truly effective, you need to know your chosen project management method – such as PRINCE2 ® – in ...
Capabilities|Communication|PRINCE2|Project management|Skills|Stakeholder engagement
Published 24 Nov 2017
A project doesn’t end with delivery but with the realization of its benefits to the business. So why is corporate strategy still not being fully communicated to the project team and what steps need to be taken to ensure that it is? Without a clear understanding of corpora...
Communication|Frameworks|PRINCE2|Project management|Strategic objectives|Strategy execution
Published 26 Jan 2018
In today’s world of digital transformation and disruption, organizations are in a constant state of change. Those that respond well will flourish, but building this capability effectively requires much more than a generic understanding. Tech giants Google, Apple and Micro...
Capabilities|Change management|Project management office|Strategic objectives
Published 07 Mar 2018
How agile are we in IT service management (ITSM)? I’ve seen numerous different companies claiming to be agile while – in reality – they’re not. If we refer for a moment to the ITIL Continual Service Improvement (CSI) model, the first step is to define the vision and prop...
Agile|Continual Service Improvement (CSI)|Customer engagement|IT Service Management (ITSM)|ITIL|Processes
Published 21 May 2018
Marcel Foederer is part of the AXELOS Lead Architect Team (LAT), responsible for guiding this year’s ITIL update. In this blog post he looks both backwards and forwards, considering where ITIL has come from and where it’s going: How has ITIL ® changed in the past 20 ye...
Agile|Best practice|Cloud Computing|Frameworks|IT services|ITIL|Value
Published 05 Sep 2018
It may seem at odds with purist Agile thinking, but project managers are increasingly finding themselves allocated Agile projects. This trend is partly because Agile projects have become the norm rather than the exception in a number of disciplines, such as IT, where digit...
Published 05 Feb 2019
When asked what his songs were about, Bob Dylan once responded, “Oh, some are about four minutes; some are about five, and some, believe it or not, are about eleven or twelve”. When people ask me what I do, and what a project manager does , I’m often tempted to give a simil...
Best practice|Customer engagement|ITIL|MSP|PRINCE2|PRINCE2 Agile|Project management|RESILIA|Stakeholder engagement
Published 12 Apr 2019
Why do so many of us fear change? Especially given its prevalence across our lifetime. The well-known business fable “ Who moved my cheese ” (I highly recommend reading it if you haven’t) outlines how our fear of change is driven by the fear of losing what currently sustains...
AgileSHIFT|Behaviour|Best practice|Business solutions|Change management|Empowerment|Roles
Published 17 Jun 2019
Digital transformation – as imperative and unavoidable as it is – offers a double-edged sword for organizations. The latest Digital Transformation Study from Constellation Research, a Silicon Valley-based research and advisory firm, looks at the state of digital transforma...
Agile|AgileSHIFT|Customer engagement|Digital transformation|Skills|Training
Published 25 Jun 2019
With tech-centric changes driving disruption all around us, AgileSHIFT has a simple indicator to help you assess the impact on your organization. The Delta is the difference between the 'target state' and the current performance level. The larger the delta, the more exposed...
Agile|AgileSHIFT|Business solutions|Change management|Digital transformation|Threats|Vulnerability
Published 11 Oct 2019
Today’s organizations need greater flexibility to create new products and services, which requires agility to build, test and deploy much faster. This need has led to movements such as DevOps and – in fact – ITIL ® 4 , the latest evolution of the ITIL best practice framewo...
Agile|Benefits realization|DevOps|Digital transformation|Frameworks|ITIL 4|Value
Published 10 Feb 2020
Siloed working has always been one of the most common issues in IT and IT service management (ITSM). The lack of contact across operations teams, lack of knowledge about what design and development is happening and low collaboration is very painful for IT support, leading ...
Collaboration|Customer needs|Frameworks|IT service management (ITSM)|ITIL|ITIL 4|Processes|Value
Published 26 Mar 2020
How well prepared are organizations for information security and risk management in an increasingly cloud computing-based world that is also volatile, uncertain, complex and ambiguous (VUCA) ? The rush to use cloud services sometimes means organizations are not thinking fu...
Behaviour|Cloud computing|Cyber security|ITIL 4|Risk management|Service management
Published 29 May 2020
My favourite element of PRINCE2 ® is its comprehensive, fluid and tailorable set of controls – adaptable to how much control people need to manage a project. Therefore, rather than being a “sledgehammer” to “crack a nut”, PRINCE2 is rather a light and agile “rapier” to prov...
Best practice|Management|PRINCE2|Project and programme management (PPM)|Project management|Roles
Published 31 Jul 2020
How has lockdown affected the way project managers need to think about their work? The challenge has been primarily two-fold: first, technical and, second, how to do project management when the workforce is distributed. The technical challenge is about whether the tools ava...
Best practice|Certification|PRINCE2|Project management
Published 06 Nov 2020
Project management in the USA is definitely a career with a pathway and progression opportunities. Moving from project assistant to junior project manager and onwards to project manager and even to programme level, this is a career with longevity. And, unlike some jobs tha...
Best practice|Career planning|Career progression|Certification|PRINCE2|Project management
Published 24 Nov 2020
The Coronavirus pandemic has meant organizations doing many things in new ways and not all of them working well. Change has been imposed where, normally, it is well-managed and implemented. And this has led to “bottom-up project management”: people creating solutions locally...
Best practice|Career planning|Career progression|PRINCE2|Project management
Published 22 Feb 2016
Being able to break through jargon is vital for effective communication, particularly when dealing with people who have little or no technical background. This is particularly true in change management where a breakdown in communication can potentially lead to failure in any ...
Change management|Communication|IT Service Management (ITSM)|ITIL|Processes|Requirements|Skills
Published 20 Jul 2016
The IT industry is undergoing a tremendous amount of change and at a rapid rate. It’s becoming no longer affordable for an organization’s in-house IT department to manage every single IT service that’s required for the business to grow. Outsourcing IT or at the very least so...
Change management|Communication|Frameworks|IT Service Management (ITSM)|IT services|ITIL
Published 21 Nov 2016
How do you recognize and tackle the problem of silo working in IT? Picture the scenario: you’re in a meeting, discussing why something isn’t working; scratching your head and wondering how it can be improved. Most of the time the elephant in the room and the reason it’s not...
Change management|Communication|IT services|Leadership|Roles|Strategy execution
Published 21 Feb 2018
We are going through a light-speed technology revolution: from IT modernization to digital transformations, the internet of things (IoT) , cloud computing and artificial intelligence (AI), not to mention “quantum computing”. My advice? Hold on tight, continue to learn and g...
Best practice|Digital transformation|IT Service Management (ITSM)|Service management|Skills
Published 12 Nov 2019
How well prepared are organizations for the activities of cyber criminals in 2019? Organizations want to feel their efforts have made a difference to answering the question “ are we secure? ” However, there is no perfect solution or ability to be 100% secure; the real aim is...
Behaviour|Cyber security|Cyber-attack|Data protection|Learning|Privacy|Senior management commitment|Senior team|Sensitive data
Published 18 Jul 2016
I started in IT back in the pre-Internet ‘dark ages’, over 35 years ago. In those days we were literally in the basement and nobody really knew what we did, we were the geeks of ‘IT Crowd’ cliché. When there was a major system outage it could take us down for hours, but the ...
Cyber resilience|IT Service Management (ITSM)|IT services|ITIL|Processes|RESILIA|Service desk
Published 21 Oct 2016
I n recent years Romania and, more broadly, South East Europe have become a hotbed for international IT services. Due to the region’s Internet of Everything approach, the IT market is booming and facilities like Security Operations Centres (SOCs) and Network Operation Centres...
Communication|Continual Service Improvement (CSI)|IT services|ITIL|Processes|Resource management
Published 23 Nov 2016
I started life in IT as a technical support assistant about eight years ago and I have worked in a number of different organizations. In that time, I’ve often been the only woman in the IT department. There are few IT women in Kenya due to a mix of cultural and practical rea...
Capabilities|Certification|IT services|ITIL|Requirements|Service desk|Skills
Published 02 Feb 2018
My view is that companies in 2017 really started discovering that one IT service management (ITSM) solution doesn’t fit all and they need a broader perspective, with different tools for different challenges. This means not only getting more frameworks and models to sit tog...
DevOps|Frameworks|IT Service Management (ITSM)|ITIL|Project management|Value
Published 29 Jul 2019
According to the recently published AXELOS PPM Benchmarking Report 2019 , project managers are facing multiple challenges in their day-to-day roles. PRINCE2 ® is becoming more important than ever when we examine some of these key challenges and how PRINCE2 can help. ...
Published 05 Aug 2019
What should we call organizational initiatives that are focused on the long-term as well as short-term and recognize their wider impact on society? I’d call that responsible project management . The new generation of people growing up today are more switched on to the be...
AgileSHIFT|Best practice|Leadership|MSP|PRINCE2|Project management|Stakeholder engagement
Published 28 Aug 2019
Providing ITIL ® 4 training has introduced me to a whole new range of people beyond the pure IT professionals previously attending ITIL courses . Now, I’m involved with people from sales, user experience and others from organizations with an interest in how IT supports the...
Agile|Customer engagement|DevOps|Frameworks|ITIL 4|Skills|Training|Value
Published 03 Jan 2020
Knowing your learning style I remember taking a learning test on the first day of graduate studies in university - what type of learner are you? Surprisingly, I turned out to be a kinesthetic type when I have always thought of myself as a visual learner. I learn by experien...
Agile|Certification|Frameworks|Learning|Learning from experience|PRINCE2|PRINCE2 Agile|Project management|Training
Published 17 Apr 2020
Looking at Agile methods today, I see things that have evolved rapidly over the past ten years but lost much of the original purpose along the way. In fact, many of the recent changes have done little to address longstanding stakeholder concern that Agile doesn’t provide t...
Agile|PRINCE2 Agile|Processes|Project and programme delivery|Project and programme management (PPM)|Project management|Stakeholder engagement
Published 17 Mar 2020
Are you managing a programme or a complex project? Whether it’s one or the other, you could be working with business change that involves multiple workstreams ultimately converging to deliver a final product or solution. That’s pretty much the idea of a programme : a set o...
Communication|Leadership|MSP|Programme management|Skills|Stakeholder management|Strategy execution
Published 09 Jun 2020
We spoke with Michelle Oluoch, who works at LVCT Health in Kenya . Her organization promotes HIV prevention, testing, care, and treatment and fights against sexual and gender-based violence. What is your professional background? I have undergraduate and postgraduate degre...
Best practice|Budgets|Certification|Communication|Learning|PRINCE2|Project management|Project planning|Project Progress|Qualifications
Published 22 Jul 2020
Everybody has to take care of projects in their professional or private lives. So, in a way we are all project managers. And if you think about it, you can apply PRINCE2 ® to a lot of these projects. In my spare time I work as a qualified London tour guide. So, the other da...
Best practice|PRINCE2|Project management
Published 05 Aug 2020
Two of the skills that will be essential during the recovery after Covid-19 will be resilience and confidence. As non-technical skills, you won’t generally find any specific learnings about them in methods or frameworks. Therefore, it’s necessary to look elsewhere to supplem...
Published 06 Aug 2020
Happy, safe employees generally stay longer at their organizations, are more productive, and cause fewer incidents. Successful leaders know this and actively develop safety cultures— climates in which people are comfortable being (and expressing) themselves—to make sure that ...
Best practice|Communication|IT service management (ITSM)|ITIL 4
Published 30 Oct 2020
What is the business case for buying a hot tub? If it sounds like a silly question, think again. The business case theme in PRINCE2 ® is a way of weighing up your options and solidifying what you think is the right way forward for a project. Being able to construct a bu...
Adopt and adapt|Best practice|PRINCE2|Project management
Published 07 Apr 2015
Simplifying things for our application team consumers: Inputs Application teams know their applications. We know our Service Monitoring Service. We need to quantify very simple inputs that will enable our application/service teams to easily consume our service. The great new...
Best Practice|Cloud Computing|IT Services|Service Management
Published 26 May 2015
How to develop and grow control processes that work for your teams How do teams deliver better quality software or an IT solution at a pace that matches the needs of a business? This question is especially pertinent in the context of the solution development lifecycle an...
Change Management|Change Requests|Collaboration|Methodologies
Published 10 Apr 2019
This is part 2 of a 2-part article, read Part 1 . Theory to ACTION! At the end of the short simulation exercise (1 ½ hours) we asked delegates, ‘ What did you experience from applying ITIL ® 4 theory that you will now take away and try to apply in YOUR organization ? ...
Behaviour|Business Relationship Management|Certification|Collaboration|IT service management (ITSM)|ITIL|Stakeholder management|Value
Published 26 Jun 2014
For project managers everywhere - who now have the PRINCE2 Practitioner qualification firmly on their horizon for the first time - I have two words: "We listened!" You shared your frustrations with us about the historical process of moving up to PRINCE2 Practitioner level on...
Published 24 Jun 2015
PRINCE2 Practitioner training and how it has evolved It’s been a while since I first discovered PRINCE2 Agile™ I was part of a delivery team that I had just joined in a technical/development role and we were implementing a new DBMS (database management system) and data ware...
Agile|Best Practice|PRINCE2|PRINCE2 Agile|Project and programme management (PPM)|Project management|Qualifications|Training
Published 04 Feb 2016
The transition from project to programme management means being able to adapt and to draw upon a set of different skills as programme management is more than just being able to manage multiple projects. Where a Project Manager can deliver against a set of pre-defined goals a...
Best Practice|MSP|PRINCE2|Programme management|Project and programme management (PPM)|Project management|Requirements|Skills
Published 16 Mar 2016
Christian Tijsmans is founder of Connect the Dotz and Paul Wilkinson is the owner/director of GamingWorks How critical is cyber security training for organizations? Not-for-profit IT governance body, ISACA said in its State of Cybersecurity report that 82% of board dire...
Cyber resilience|Cyber-attack|Learning|RESILIA|Risk management|Vulnerability
Published 08 Sep 2016
In this guest blog post Rear Admiral Malcolm Cree, recently retired from the Royal Navy, describes how he led a major change programme to implement the new delegated defence operating model following Lord Levene’s Defence Reform report. This was about bringing programme...
MoP|Portfolio management|Processes|Programme management
Published 19 Sep 2016
Many people associate ITIL’s core books with managing incidents and problems. This focus on break/fix scenarios is probably historical, but the misconception is still very much alive. Having been an ITIL trainer for more than 15 years and practising even longer, the o...
Incident management|Infrastructure|IT service management (ITSM)|IT services|ITIL|Processes
Published 12 May 2017
PRINCE2 ® 2017 Update co-author, Robert Buttrick, looks at how the latest update of PRINCE2 helps organizations to design their own corporate project management and change approaches. While PRINCE2 can be used to run a single project, it can also be tailored by or...
Behaviour|Best practice|PRINCE2|Processes|Project management|Training
Published 20 Sep 2017
As a PRINCE2 ® consultant, trainer and practitioner, what do I think of the PRINCE2 2017 Update ? Not wishing to be contrary but it’s great that PRINCE2 has a changed a lot, while remaining the same. What I mean is that the good things about PRINCE2 are still there wh...
Best Practice|Governance|PRINCE2|Project management|Requirements|Small projects
Published 22 Sep 2017
In the world of best practice frameworks there is a risk that people jump on the latest thing, believing a particular framework is the answer to all their problems. As a species it seems we chase the one, universal quick-fix that doesn’t exist! As an expert who’s been worki...
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 08 May 2018
For many project managers, their role in Benefits Realization is viewed as 'not my job' or out of scope for their role. This attitude will be the death of the 'old school' project manager in a world that is much more socially conscious and holds people accountable for the...
Agile|Benefits realization|Business Relationship Management|ITIL|Methodologies|PRINCE2|Project management|Value
Published 07 Jun 2018
In Agile, Minimum Viable Bureaucracy (MVB) refers to a way of having just enough process to make things work, but not so much as to make it cumbersome particularly when applied to portfolio, programme and project direction, management and delivery practices. It’s about findin...
Agile|Best practice|Project and programme delivery|Project management
Published 14 Jun 2018
If ever there was a time to deliver efficient and consistent business change in an organization it is now, particularly with ever-increasing budgetary pressures to do more with less. What the Portfolio, Programme and Project Office (P3O ® ) guidance provides is a decision e...
Portfolio Management|Programme management|Project and programme delivery|Project management
Published 28 Jun 2018
Organizations today are struggling to stay responsive and effective in the face of constant change. Most are struggling just to catch up with, let alone get in front of, the accelerating turbulence that seems to infect every industry being impacted by ‘macro disruption’: A te...
Change management|Digital transformation|Leadership|Problem management
Published 08 Jun 2018
The idea that there should be a disconnect between IT and the organization it operates within is, clearly, an insane proposition. Over the past 40 years we’ve recognized that there should be alignment, indeed convergence, between business and IT – and yet we’re still ...
Business Relationship Management|IT services|IT transformation|ITIL|Leadership|Skills|Value
Published 25 Jul 2018
If you want to successfully deliver new products and services to keep your organization competitive in today’s changing world, effective project management is critical. The project management method, PRINCE2 ® , has been taken up by more than 150 countries and, by its prov...
Agile|Certification|Frameworks|Governance|PRINCE2|PRINCE2 Agile|Project management|Qualifications
Published 26 Oct 2018
In this first blog post of a series, Julia Gosse, trainer at SPOCE Project Management , considers organizations and their staff that have already adopted PRINCE2 ® : What challenges do PRINCE2 practitioners and their employers face with the concept of agile project deliv...
Agile|Capabilities|Knowledge management|PRINCE2|PRINCE2 Agile|Requirements
Published 08 Apr 2019
AI is not the future: in fact, we’re seeing very much in the present. So the message to organizations (corporate and IT) is, simply, “get on board and start learning about it ”! If you don’t believe me, take the example of IBM Watson in healthcare . While no human can dig...
Best practice|Frameworks|Governance|IT services|ITIL|Value
Published 16 May 2019
The Service Value Chain, and Service Value Streams Welcome back! This post is the fourth (and last) in a series in which I connect the key concepts of ITIL 4 . In the last blog we briefly covered the service value system (SVS) and its five components. One of those compon...
ITIL|ITIL 4|Service management
Published 12 Feb 2020
Management of Portfolios (MoP ® ) introduced the concept of ‘ clear line of sight’ , a technique that seeks to ensure a transparent chain is continually demonstrated from strategic intent through to benefits realization. That is, a clear understanding of the positive cont...
Benefits realization|MoP|Portfolio management|Project and programme management (PPM)|Strategic objectives|Vision
Published 06 Mar 2020
Happy International Women’s Day ! This year, we are celebrating some of the exceptional women we work with at AXELOS. These women are experts in their fields and respected leaders in their thought-communities. We ask a lot, but they always come out on top and deliver amazi...
Best practice|Certification|Collaboration|Communication|Empowerment|Frameworks|Identity|IT service management (ITSM)|Methodologies|Project and programme management (PPM)|Vision
Published 10 Mar 2020
Value streams are without doubt my favourite topic in ITIL ® 4, because the concept makes clear how the overall value that a service delivers is a complex combination of sub-components. Now, to explain how value streams work I’d like to invite you for coffee: Going to ...
Customer experience|Customer needs|IT service management (ITSM)|ITIL 4|Processes|Service management
Published 02 Apr 2020
To be successful in the current environment of rapid, concurrent and never-ending change, organizations must grow their agility not just to thrive, but to survive. Agility is the ability across an organization to move and adapt quickly. A high degree of organizational agility...
Agile|AgileSHIFT|Collaboration|Digital transformation|Empowerment|Senior team
Published 04 Jun 2020
Agile ITSM is on the rise, now becoming more and more a reality and even making it into ITIL 4 ® . So, what are the next steps in the Agile ITSM evolution? I think the most critical one is defining an Agile ITSM Manifesto that works holistically across IT. The Agile Manife...
Agile|IT service management (ITSM)|ITIL|ITIL 4|Service management
Published 02 Oct 2020
Nader K. Rad was a reviewer for the 6th edition of PRINCE2, PRINCE2 Agile ® , MSP ® , and he is also a member of the core development team for the 7th edition of the PMBOK Guide. His answers are his personal opinions, and he is not representing any organization or team in th...
Best practice|PRINCE2|Project management
Published 06 Jun 2016
What is the impact of mobility for the enterprise and the IT people tasked with supporting it? Like it or not, mobility is a hard trend – one that is not going away anytime soon – and its impact is significant. There is a projected exponential increase in mobile usage and c...
Continual Service Improvement (CSI)|End-user experience|IT services|ITIL|Knowledge management
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 30 Apr 2015
The world is changing faster than ever and so organizations are experiencing more changes more often, with every change having an impact on something. To effectively implement all but the simplest of changes, managers need to be able to understand and manage projects, no mat...
Agile|Communication|Learning|Methodologies|PRINCE2|Project Management|Project Progress|Skills|Small Projects
Published 30 Jun 2015
IT organizations don’t tend to recognize when they have an image problem or why they should care. Though some would argue they’re getting better at dealing with it, it’s still not nearly enough. The traditional problem is based on IT organizations believing the world revolv...
IT Service Management (ITSM)|IT services|Processes|Reporting|Value
Published 04 Jan 2016
In the early days if ITIL ® , many IT Service Management (ITSM) practitioners saw the various job roles in play as pretty understandable - the overarching role of the Service Manager and the individual Process Manager roles. But with the evolution of ITIL in 2007 it appear...
Adopt and adapt|Frameworks|IT Service Management (ITSM)|ITIL|Roles|Skills
Published 11 Jan 2016
Organizational Change Management (OCM) is an approach to managing the people side of change. Any IT Service Management (ITSM) initiative, small or large, individual, team or department driven will in some way affect people. The OCM approach is about identifying where any res...
Change management|Communication|Empowerment|IT Service Management (ITSM)|ITIL|Stakeholder management
Published 08 Apr 2016
Does it matter whether companies can predict their future and the potential impact of cyber risk? According to the Financial Reporting Council (FRC), it does. For companies reporting year ends from 30 September 2015 onwards, and driven by the need for greater transparency in...
Published 09 May 2016
Any discussion of project management in the USA demands the question: “how well are we doing?” I’d like to say that Project Managers are doing a good job in delivering projects on time and within budget along with all the scope and quality the customer expects. However, th...
Published 31 May 2016
At first glance you might not think AXELOS’ latest best practice certifications – PRINCE2 Agile ® , RESILIA ™ and ITIL ® Practitioner – have very much in common. However, there is a shared thread running through each that can have a real impact on organizational...
Published 08 Jun 2016
Dear Mr or Mrs Private Company Director – do you know who you are handing your personal information to and why? For all of you, there is an information security risk when third parties are asking for your personal details. Why? Do you know how securely they will treat your i...
Cyber resilience|Cyber-attack|Data protection|RESILIA|Vulnerability
Published 29 Jun 2016
When I analyze the tangible results my organization has achieved as a result of employees being ITIL ® competent, the return is undeniable. The benefits of ITIL training are threefold: differentiation, service improvement and cost saving. Differentiation In 2012, lev...
Certification|Continual Service Improvement (CSI)|IT investment|IT Service Management (ITSM)|ITIL|Training
Published 23 Sep 2016
Susie Farquhar discusses why ITIL is “not only for big organizations” and can be used by organizations of any size. Is ITIL only for large organizations? Over the years in my consulting role I’ve encountered a number of people who believe ITIL isn’t for their organ...
IT services|ITIL|Processes|Roles|Service catalogue|Value
Published 23 Oct 2017
Steven Deneir – a project, programme and portfolio management trainer and coach with 20+ years’ experience – highlights his top four tips to agile project management success and reiterates the importance of ongoing learning and certification in approaches such as PRINCE2 ®...
Agile|Behaviour|PRINCE2|PRINCE2 Agile|Project management|Value
Published 14 Mar 2018
The quick-to-market digital environment of today means organizations have to find a way to incorporate agile working in what they do. Take-up of agile remains a mixed bag and we should acknowledge that agile isn’t for everyone or everything. However, where the feeling t...
Agile|Best practice|PRINCE2|PRINCE2 Agile|Processes|Project checklists|Project planning|Project Progress|Training
Published 26 Apr 2018
ITIL ® Practitioner was launched two years ago, expanding IT service management (ITSM) practitioners’ capability to deploy and derive value from the ITIL framework . Since then, how has the guidance helped people on the frontline of delivering IT services? AXELOS sp...
Best practice|Continual Service Improvement (CSI)|Customer needs|Frameworks|IT Service Management (ITSM)|ITIL|Service Management
Published 03 Oct 2018
Organizations are going through a period of constant change in how they do things and having to leave behind the mindset of “that’s the way we’ve always done it”. As ITIL ® says, it’s a matter of focusing on customers and what they want. From an IT service management (IT...
Change management|IT service management (ITSM)|ITIL|Roles|Service desk|Service management
Published 02 Apr 2019
“ Elas Projetam ” literally translates as “they (women) make projects” and perfectly encapsulates the focus of this recently-formed, voluntary organization in Brazil. Here, Vanessa Guimarães explains how the initiative aims to connect women working in project management and...
Career progression|Certification|Empowerment|PRINCE2|Project management|Qualifications|Training
Published 30 Apr 2019
Value for Stakeholders, PESTLE and the Four Dimensions Welcome back! This post is the second in a series in which I connect key concepts of ITIL 4. In the last article, we briefly discussed the concept of value co-creation, and I’d like to expand on that here. While value ...
Customer engagement|Customer experience|IT service management (ITSM)|ITIL|ITIL 4|Service management
Published 10 May 2019
What is a PRINCE2 ® Champion and what does that person bring to an organization? The PRINCE2 Champion is capable of supporting an entire enterprise – from frontline delivery level to the boardroom – by demonstrating how using the PRINCE2 principles effectively will delive...
PRINCE2|PRINCE2 Agile|Project management|Roles|Skills|Value
Published 28 Jun 2019
There is a pressing need to start graduating US college students with basic practical knowledge of how to operate in IT organizations and other change environments. Students with a recognized project management certification such as PRINCE2 ® are more likely to become eff...
Published 20 Aug 2019
I sometimes get asked, what keeps me interested in learning and certifying? And that’s a very good question as during my career in projects and programmes I’ve completed PRINCE2 ® Foundation and Practitioner, MSP ® and this year successfully achieved MoP ® – Mana...
Best practice|Learning|Methodologies|PRINCE2|Project and programme delivery|Project and programme management (PPM)|Project management|Project planning
Published 19 Nov 2019
Like it or not, Artificial Intelligence (AI) is already having an impact on our everyday lives, though most people don’t even recognize it. But whether you are interacting with a chatbot or asking Siri for the weather forecast, it is present in some form or other. Most imp...
Benefits realization|Business solutions|Project and programme management (PPM)|Project management|Project management office|Project planning|Strategy execution
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 25 Jul 2017
Every product or service has a carbon footprint. How a project is managed, how a product is built and used, and how it is disposed of will define the harm it does to our planet. Sustainability must be judged across the entire product lifecycle. So many of the decisions tha...
Behaviour|Continual Service Improvement (CSI)|Project management|Requirements|Service management|Value
Published 19 Jan 2015
In the first post in this series, Service Monitoring as a Strategic Opportunity , one of the topics that we discussed was the need for a "Service Monitoring Service " that would act as the monitoring platform for all of the various application and service teams within the s...
Best Practice|Cloud Computing|IT Services|Project Management
Published 30 Sep 2014
One of the most important aspects of delivering a world-class service, regardless of whether the word "cloud" is associated with the service or not, is Service Monitoring. Monitoring should not be considered a commodity, but rather a strategic opportunity for Service Deliver...
Cloud Computing|Customer Experience|IT Services|Management|Service Management|Strategy Execution
Published 26 Feb 2015
The first aspect of Service Design is to define the functional requirements, capabilities, and so on. No matter what we are doing and no matter the industry, we should always start with the customer in mind. In the case of our Service Monitoring Service, our customers are th...
Best Practice|Cloud Computing|Cloud services|Frameworks|Service Management
Published 12 Aug 2015
When organizations send employees for additional training or qualifications they need to have confidence that their money and time have been well spent and that the employees’ new skills will make a difference to their business. If the learning experience was effective, and...
Continual Service Improvement (CSI)|Examinations|ITIL|Qualifications|Skills|Training
Published 08 Sep 2015
According to the Project Management Institute , ineffective communication leads to project failure one third of the time and compromises the project’s budget half the time. I always go by this mantra: people deliver projects not processes and tools . In order to emphasize...
Agile|Collaboration|Frameworks|PRINCE2|PRINCE2 Agile|Project management
Published 16 Nov 2015
There are, as you may know, a few key differences between agile and traditional waterfall projects, when managed using PRINCE2® . Traditional waterfall projects are delivered sequentially, whereas agile projects tend to be iterative and incremental. Traditional project p...
Best practice|PRINCE2|PRINCE2 Agile|Project management|Project planning|Project progress
Published 18 Mar 2016
In my previous post in this series, I posed a question: “Can perfect monitoring still end in failure?” I hope that you have come to the same two conclusions that I’ve come to: nothing made by humans is perfect, and even if monitoring were perfect, we can most certainly fail...
Best Practice|Capabilities|Cloud services|IT Service Management (ITSM)|IT Services|ITIL|Service Management
Published 09 Nov 2016
How true to life are the so-called projects being managed by the so-called Project Manager on The Apprentice? What problems do they encounter and how do they deal with them? How should they be dealt with and how would the PRINCE2 Agile ® guidance handle things? The seri...
Certification|Leadership|PRINCE2 Agile|Project management|Project progress|Skills
Published 09 Jan 2017
A new year often brings transition and new beginnings. And, in that spirit, we are bringing you a new PRINCE2 ® . Though the existing PRINCE2 is fundamentally sound – and has become the world’s most practised project management method – we have reached a tipping point a...
Best Practice|PRINCE2|Project management|Training
Published 06 Feb 2017
Programme managers juggle a wide range of challenges and many will get a buzz from bringing order to chaos and under-performance. All will want to avoid the pitfalls of change. Here are five change mistakes that a good programme manager will avoid in situations the really e...
Capabilities|Change management|MSP|PRINCE2|Programme management|Project and programme delivery
Published 07 Jul 2017
Passing the ITIL ® Practitioner certification is a significant achievement. It shows you can take the ITIL framework and adapt it to real-life situations. The following tips will improve your chance of passing your exam. Studying for the ITIL Practitioner exam and getting...
Certification|Critical success factors|Examinations|IT Service Management (ITSM)|ITIL|Qualifications
Published 11 Jul 2017
LocWorld is a localization conference that I’d wanted to attend for several years. Localization, for those of you who might not have come across the term, is the process of amending a product so it works in a local context. Traditionally, this was primarily about translatio...
Published 18 Jul 2017
The value of programme and project assurance can be described as the process of checking that a programme or project makes the right commitments to the business and then delivers on those commitments. Assurance provides an independent, confidential, objective view of progra...
Capabilities|Processes|Project and programme delivery|Risk management|Strategic objectives|Value
Published 13 Oct 2017
I received the Project Mandate in October 2016. It was clear and concise. “Run the Bournemouth Half Marathon on 8 October 2017 and raise awareness and funds for Target Ovarian Cancer ” . Starting Up A Project process was triggered and I created the Project Brief. Th...
Communication|PRINCE2|Processes|Project management|Project planning|Risk management
Published 23 Jan 2018
People and organizations seek out the reassurance in structured recommendations from sources like ITIL ® . These sources essentially articulate in a cogent and accessible way the learning from others who have been in the same place before them, facing the same challenges...
Agile|Best Practice|Collaboration|DevOps|IT Service Management (ITSM)|ITIL
Published 15 Aug 2018
Before we begin, let's define what culture is. Culture is a pattern of responses discovered, developed or invented during a group's history of handling problems which arise from interactions among its members, and between them and their environment. These responses are consid...
Best practice|P3O|Portfolio management|Programme management|Project management|Project management office
Published 05 Apr 2017
Can you be both agile and strategic in project management? Based on our recent research, The Future Project Manager , AXELOS invited consultant trainers Duncan Wade and David Hinde to explore the debate in this first part of a two-part blog post series: Project managers...
Agile|Collaboration|Communication|PRINCE2|Project management|Strategy execution
Published 31 Oct 2017
Having spent most of my career in delivery, I wanted to share my views on what makes a good programme management office (PMO) . It's no secret that, at times, the programme manager and the PMO don't always see eye to eye, so I wanted to explain some of the system dynamics...
Communication|Processes|Programme management|Project and programme delivery|Project and programme management (PPM)
Published 15 Dec 2017
The need for speed has reached boiling point in IT service management (ITSM). Organizations’ ability to react to this in 2018 – especially in ITSM – will be the difference between surviving and thriving or withering and being outsourced. Those that have already adopted b...
Change management|Incident management|IT Service Management (ITSM)|ITIL|PRINCE2|Service management
Published 04 Jan 2018
Three trends in 2018 will combine to challenge the most expert and experienced of the UK’s transformational change leaders . 1. Being clinical about the core We have heard plenty about “doing more with the same” or “doing the same with less”. Given global economic uncertai...
Behaviour|Big data|Capabilities|Change management|Leadership|Portfolio management
Published 07 Aug 2018
As some of you may know, this week I’m attending the Agile Alliance conference, Agile 2018 in San Diego. The event run by the Scrum Alliance brings together many of the leading thinkers on everything agile for a whole week of talks, discussions and much more. For my part, I...
Agile|Benefits realization|Customer Engagement|Customer Experience|Customer needs|Empowerment
Published 10 Dec 2018
In the third instalment of our blog series looking at why PRINCE2 Agile ® offers a suitable best practice guidance and certification option for people working in project management, Julia Gosse, trainer at SPOCE Project Management , considers project managers who hold no ...
Agile|Certification|PRINCE2|PRINCE2 Agile|Project management|Training
Published 25 Apr 2019
Organizations are dealing with change at a massively accelerated pace. Few can escape this disruptive influence but many need to re-think how to operate in this new dynamic – something Agile leaders are ideally equipped to manage. Traditionally, change has been initiated fro...
Published 24 Sep 2019
Using Agile methods in project management is not about choosing either to go Agile or not; it’s more about how agile can we be on this project? It’s the project manager’s role to assess exactly “how agile” and recognize the associated risks and benefits. The PRINCE2 Agile...
Agile|Collaboration|Communication|PRINCE2 Agile|Project management|Stakeholder management
Published 16 Oct 2019
Organizations that previously set up IT processes that lasted for years are now preparing themselves for new ways of working – and a “machine” of constant change. Running in parallel to this has been the introduction of alternative ways of working – such as Agile methods a...
Agile|DevOps|IT service management (ITSM)|ITIL 4|Service management|Value
Published 26 May 2020
With the current global situation, many organizations are – for the first time – facing the challenge of managing a global team working from home. Under normal circumstances, and with the right infrastructure, the concept of virtual working is already part of many peoples’ d...
Leadership|Learning|Management|PRINCE2|Project management|Project planning|Risk management|Small projects
Published 24 Jul 2020
How has the pandemic lockdown affected the way project managers need to think about their work? On a practical level, we are so used to being in front of our boards and PMOs to get approval and support that many have found it difficult to re-structure and adapt. Admittedly...
Best practice|PRINCE2 Agile|Project and programme management (PPM)|Project management|Project management office
Published 18 Sep 2020
For organizations, the COVID-19 pandemic has been challenging on an unprecedented scale. Business leaders have suddenly had to focus on keeping their companies above water, as well as sustaining future growth potential. Given this unpredictable environment many organizations ...
Best practice|PRINCE2|Project management
Published 13 Jan 2015
What does cyber resilience mean to company directors and why should they care? The recent, high-profile incident involving Sony Pictures’ IT systems being hacked provides a comprehensive answer in itself. A company the size and sophistication of Sony should be able to defe...
Best Practice|Cyber Resilience|Frameworks|Risk Management
Published 31 Mar 2016
This is the second in a series of conversations between Nick Wilding and leading cyber resilience commentators and practitioners from around the world and also Nick's second discussion with Karoliina Ainge, head of Estonian cyber security policy. In 2015 AXELOS launched i...
Published 07 Oct 2016
If you’ve recently completed your ITIL Foundation certification, first of all, congratulations! Anytime you achieve something it’s important to take a moment to reflect on your accomplishment. You’re now part of an elite group of ITIL certification holders so welcome to the...
Capabilities|Certification|IT Service Management (ITSM)|ITIL
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 12 Nov 2014
"How do I hold on to my current ITSM budget or even grow it? I know I need to show value to the business, but my concern is that the 'powers that be' see only cost. What's my best approach to this?" As technology continues to advance and develop, IT is becoming even more i...
Best Practice|IT Service Management (ITSM)|ITIL|Processes|Service Management|Value
Published 09 Sep 2016
If you had to choose between following an agreed IT Service Management (ITSM) process, or focusing on value, what would you do? When assessing the Major Incident Management process for one of my customers, I recognized that while the process was well established and defined ...
End-user experience|IT Service Management (ITSM)|ITIL|Processes|Stakeholder management|Value
Published 13 Feb 2017
The PRINCE2 ® 2017 Update arrives as organizations around the world are on a maturity curve towards achieving consistency, greater efficiencies and cost savings. This has led to a growth in organizations developing their own approaches to delivering projects based on sta...
Best Practice|Certification|Governance|PRINCE2|Project and programme delivery|Project management
Published 26 Apr 2017
At the start of teaching ITIL ® Practitioner I tell candidates that the guidance will become the ‘most thumbed book’ in their arsenal. By the time they finish their training, they agree universally. The response to ITIL Practitioner has been resoundingly positive in ...
Agile|Best Practice|Continual Service Improvement (CSI)|ITIL|Training|Value
Published 26 May 2017
PRINCE2 ® is widely recognized for providing a method for successful project delivery. However, aspiring project managers need to consider their certification – any certification – as only part of the greater whole which provides an experienced and well-rounded pro...
Published 09 Jun 2017
The focus on tailoring in the PRINCE2 ® 2017 Update is about taking only what you and your project need to ensure the right approaches are in place for success. This idea of cutting the best practice guidance down to the size you require is a crucial and useful change to...
Agile|Best Practice|Certification|PRINCE2|Processes|Project management
Published 23 Jun 2017
What if you were waking up every day to PRINCE2 ® training as if it were a morning workout, getting you into top project management shape? Well, that’s how some describe the experience of a PRINCE2 daily email course. It started almost two years ago when Management...
Published 19 Jan 2018
Since my introduction to ITIL ® best practice guidance at the beginning of the Millennium, an important lesson I've learned is that ITIL is guidance not gospel. Fast forward to 2016 and the launch of ITIL Practitioner brought even more clarity to the guidance and...
Continual Service Improvement (CSI)|IT Service Management (ITSM)|ITIL|Service desk|Service management|Value
Published 07 Aug 2018
Ulf Livoff, project manager and PRINCE2 ® trainer, has always had an interest in simulations and mathematical modelling. Having founded Inference Labs to develop learning simulators, he is now applying this interest to creating online PRINCE2 project environments which hel...
Behaviour|Capabilities|End-User Experience|Learning|Learning from experience|PRINCE2|Project management|Project planning
Published 01 Oct 2019
Humans have been communicating with each other since the dawn of time. Communication has evolved over thousands of years to not only include speech but writing, still and moving images and much more. Today we have more channels available to us than ever before to instantly ...
Behaviour|Communication|Programme management|Project and programme delivery|Project and programme management (PPM)|Project management|Project Progress
Published 17 Jan 2020
What does de-centralized IT look like today and how is high-velocity IT (HVIT), as addressed in ITIL 4 , enabling it? Digital organizations need to provide rapid and immediate responses to customer needs because they demand quick action, whether they are internal or externa...
Agile|Customer needs|End-User Experience|ITIL|ITIL 4|Service catalogue|Service management|Value
Published 21 Feb 2020
What is a programme? And how does the Managing Successful Programmes (MSP ® ) guidance and certification make programmes more manageable? A programme is a flexible structure in an organization used to coordinate, direct and oversee implementation of a set of projects to de...
Career progression|MSP|PRINCE2|Programme management|Project and programme delivery|Project and programme management (PPM)|Project management
Published 01 Jul 2020
The current pandemic has probably accelerated organizations’ plans for working from home by five years and digital transformation is now taking months rather than years. So, the world that IT organizations have been moving steadily towards – supported by the digitally-enable...
Best practice|Collaboration|Digital transformation|IT services|ITIL 4
Published 08 Sep 2020
In what way will project management – and project managers – be important to help organizations emerge in the "new normal"? This is, I believe, the chance for the discipline and its practitioners to shine. There will be myriad changes to working environments which will neve...
Certification|PRINCE2|Programme management|Project management
Published 20 Oct 2020
A 2019 international study by the Dutch KPMG office* among more than 120 companies across 17 countries, showed that Agile transformation is “already in a more advanced stage” in the Netherlands and Dutch companies are showing an increased appetite for using Agile delivery met...
Agile|Best practice|PRINCE2|PRINCE2 Agile|Project management
Published 17 Nov 2020
In Poland, large organizations such as banks and even government departments trying to implement Agile methods have faced some difficulties. This presents an opportunity for a blended project management and Agile approach, such as PRINCE2 Agile ® , which builds on the reput...
Agile|Best practice|PRINCE2|PRINCE2 Agile|Project management
Published 28 Apr 2015
What can organizations do to deal with the accelerating problem of cyber breaches? Do they protect their network or their data? It’s a debate that has dominated last week’s RSA Conference in San Francisco - the worldwide event for information security - if the blogosphere fo...
Cyber Resilience|Cyber-attack|Data Protection|RESILIA
Published 24 Mar 2015
P3M3® v3.0 is – in the world of best practice guidance – the “big one”. This latest version, the newest since 2008, will provide PPM consultants and organizations they work with the evidence for whether projects, programmes and portfolios are working or not and their return ...
Best Practice|Management|Maturity models|P3M3|Processes|Project and programme management (PPM)
Published 27 Aug 2015
PRINCE2 training, as with any new learning experience, yields a lot of new information for Project Managers to learn, and breaking that information down into smaller chunks can make understanding it a lot easier. So, with the textbook in mind, here are some of the most co...
Best Practice|Methodologies|PRINCE2|Project Management|Project sponsorship|Qualifications|Training
Published 03 May 2016
The success of cyber security awareness learning in organizations today is, typically judged by the ‘ticking of a box’ to say it’s been done. But have organizations – and their managers responsible for information security awareness learning – really stopped to ask whether t...
Published 30 Aug 2016
No matter how sophisticated an organization’s technical controls, there is always a risk of attack. In this day and age, with the great speed at which technology is advancing, the constant evolution of threats makes it impossible for any business to be 100% protected; what th...
Published 30 Jan 2017
The use of managed service providers is relatively common across all sorts of organizations. Unfortunately, what’s also common is ineffective relationships and ways of working between businesses and their provider. Most organizations work with a managed service provider in ...
Capabilities|Incident management|ITIL|Processes|Risk management|Service desk
Published 27 Mar 2017
I was first introduced to ITIL ® in 2009 when we pitched the best practice for a government IT contract and as part of the proposal process, I completed ITIL ® Foundation certification. But my journey didn’t really start until 2012. Prior to this, I had the pleasu...
Capabilities|Career progression|ITIL|Learning from experience
Published 15 Nov 2017
When considering your ability to deliver projects, programmes and manage portfolios, you should always consider things from an organizational perspective first. Sounds obvious, right? Though this thinking is not new, it has been gaining a lot more traction in recent yea...
Published 11 Jun 2018
The importance of effective communication with a project’s stakeholders is something that shouldn’t be overlooked. PRINCE2 ® describes detailed techniques only when related to one of its recommended approaches or one that is unique to its method. As a result, it does no...
Communication|Project management|Project planning|Project sponsorship|Stakeholder engagement|Stakeholder management
Published 10 Aug 2018
This will be the final post from my time here at Agile 2018 . It’s been a packed week yet in the same breath I only feel like I have scratched the surface of the content on offer. I want to end this little series by sharing a couple of thoughts from the last day, but also de...
Agile|Benefits realization|Customer needs|Project and programme delivery|Project management|Project management office|Value
Published 03 Sep 2019
It is hopefully not a shock to suggest that over the last couple of decades there has been a general trend across most industries for roles to move from the specialist to the more generalist. This is not to say that specialists in whatever field do not exist, they simply are ...
Career progression|PRINCE2|Project and programme delivery|Project and programme management (PPM)|Project management|Resource management|Roles|Stakeholder management
Published 17 Feb 2015
Why is IT and - consequently ITSM - under pressures that can pull it in two different directions? Leading research company, Gartner, calls it "bimodal IT" and depicts it as “rocks in a river”: solid IT operational excellence standing against the fast-moving flow of digital. ...
Best Practice|Frameworks|IT Service Management (ITSM)|IT services|Service management
Published 18 Dec 2015
Many individuals, and even organizations, are convinced that there is real value in the guidance documented in ITIL® , but they struggle to know how to use that guidance to best advantage. ITIL describes a lot of best practices that could be followed, but as the saying go...
Adopt and adapt|Change management|Communication|Continual Service Improvement (CSI)|IT Service Management (ITSM)|ITIL|Skills
Published 20 Jun 2016
What do individual people know about using agile delivery methods for projects that organizations don’t? According to AXELOS’ 2016 PRINCE2 ® Report , individuals are embracing agile methods more than organizations: 81% in a sample of 2,400 see the value of working in an ag...
Agile|Collaboration|Governance|PRINCE2|PRINCE2 Agile|Project management
Published 22 Jun 2016
The initiative to establish a service request catalogue to automate fulfilment of the most commonly requested services and allow customers to log their support requests is a commendable one. It would meet the objective of reducing the calls to the service desk and therefore...
Continual Service Improvement (CSI)|End-user experience|IT Service Management (ITSM)|ITIL|Service catalogue|Service desk
Published 14 Jul 2016
IT Service Management (ITSM) is not about the tools or the technology, but about delivering value to your customer through the use of that technology. The rapid advancements in hardware and software may have shifted the conversation onto what technology makes possible, but th...
Capabilities|Continual Service Improvement (CSI)|IT Service Management (ITSM)|ITIL|Processes|Value
Published 05 Sep 2016
Configuration management is an area often underestimated by businesses. Creating a configuration management database (CMDB) isn’t necessarily that difficult but actually using it correctly within an organization is. This is because configuration management also involves orga...
Asset management|Best practice|Change management|IT Service Management (ITSM)|ITIL|Processes
Published 14 Sep 2016
Louise John shares her thoughts on why ITIL doesn’t require lots of people and how businesses of all shapes and sizes can use the framework effectively. Does ITIL require a lot of people to work effectively and do you need to have one individual for every role, process ...
Adopt and adapt|Best practice|Frameworks|ITIL|Processes|Roles
Published 28 Sep 2016
What is the current state of project management and Project Managers? At the turn of 2016, PM Perspectives Blog - in its top 10 project management trends post - said: “Project management is no longer boxed away in a corner of the room. It stands front and centre and is b...
Certification|PRINCE2|PRINCE2 Agile|Project management|Requirements|Stakeholder management
Published 02 Nov 2016
What does the world want to know about agile delivery methods and their place in PRINCE2 Agile best practice? One of the easiest ways to find out is to ask the world using that most instant of communications tools, Twitter. And so AXELOS – including Allan Thomson, our...
Agile|Best Practice|Governance|Methodologies|PRINCE2 Agile|Project management
Published 16 Nov 2016
If your key stakeholders and end users aren’t happy, nobody’s happy. Key stakeholders can make or break the success of a project, even if all the deliverables are met and the objectives are satisfied . I was thinking recently about what added value I bring to the success ...
Agile|Communication|End-user experience|PRINCE2|Project management|Stakeholder management|Value
Published 10 Feb 2017
Getting your awareness training right is essential for cyber resilience Cyber-related fraud is at its highest level since 2008 according to the latest research – a stark fact that makes information security awareness learning for employees more vital than ever. The recen...
Published 20 Feb 2017
How can organizations and their programme managers ensure agile approaches and programme management work well together? This is a hot topic right now, with a rapidly-evolving technology landscape which lends itself to agile techniques and the pressure on organizations to ch...
Agile|MSP|PRINCE2 Agile|Programme management|Project and programme delivery|Requirements|Vision
Published 17 Mar 2017
In my career I’ve been part of a variety of service transition projects and while every project is unique there are key aspects that should always be considered. Make a plan A robust transition plan should always be the first step in any project and every plan shoul...
Behaviour|Best Practice|Communication|ITIL|Service Management|Value
Published 01 Dec 2017
Another day, another IT framework – or that’s how it could seem to IT Service Management (ITSM) practitioners in 2017. DevOps, digital transformation, BRM, SIAM and so on; all of them have relevance and good ideas; but we have to stop thinking that any one framework i...
Agile|DevOps|Frameworks|IT Service Management (ITSM)|ITIL
Published 29 Jan 2018
30 years ago, researchers and companies used to ask: how do we harmonize IT and the business? Today, we’re no longer talking about harmonizing, aligning and integrating IT and the business : the business is technology! Organizations that understand this are already at ...
Customer needs|Frameworks|IT Service Management (ITSM)|IT Services|ITIL|Value
Published 23 May 2018
There is an important question for project and programme professionals in 2018: now that you’ve passed your test, how are you learning to drive? By this I mean that, presently, colleagues who have passed their best practice foundation and practitioner examinations are not ...
Best practice|Certification|Learning|MSP|PRINCE2|Project and programme management (PPM)|Training|Value
Published 18 Jul 2018
What can ITSM practitioners learn from getting involved in problem-solving simulation activities? For example, the Apollo 13 simulation – something offered by accredited trainers – replicates the NASA event made famous by the phrase “Houston, we’ve got a problem”. And i...
Behaviour|Collaboration|Communication|Frameworks|IT Service Management (ITSM)|ITIL|Processes
Published 24 Aug 2018
How do you implement ITIL ® successfully? Hang on a minute – is that even the right question? My answer to the question is this: you can’t. That’s because ITIL is a framework of guidance it isn’t something to be implemented; everything you do with ITIL and ITSM is abou...
Capabilities|Frameworks|Governance|IT service management (ITSM)|ITIL|Value|Vision
Published 08 Oct 2018
One of the major challenges for IT is that it still operates in a silo . An organization might understand its strategy, but the IT goals are often not aligned with the strategy; equally, there may not be a holistic view across the business and IT. This needs a mindset s...
Business Relationship Management|DevOps|Digital transformation|IT service management (ITSM)|ITIL|Service management
Published 16 Oct 2018
My first three days in a new job with a training company just before the Millennium comprised the I TIL ® Foundation course. Those three days changed my career. After the course I realized ITIL was what I’d been seeking during my 15 years working in IT. The course made s...
Adopt and adapt|Career progression|IT service management (ITSM)|ITIL|Service management|Training
Published 02 Nov 2018
While my first exposure to ITIL ® came almost 30 years ago – working in tech support for the American part of Glaxo – helping organizations adopt and adapt ITIL has been a cornerstone of my consultancy practice for 15 years. In that time, I’ve seen ITIL help organizati...
Best practice|Frameworks|IT service management (ITSM)|ITIL|Service management|Training|Value
Published 17 Dec 2018
Organizations going through digital transformation can’t afford to use a tick-box exercise when it comes to using best practices like ITIL ® . Too many organizations find themselves going through the motions of adopting best practice when they need to. They might have good...
Adopt and adapt|Best practice|Digital transformation|IT service management (ITSM)|IT services|ITIL|Service management
Published 05 Mar 2019
After 14 years’ working in project management-related roles in complex environments, Andrea Vecchi – now Head of PMO at solar power company, Sonnedix – was introduced to programme management. Here he recounts his learning and certification journey, including 12 months of st...
Certification|MSP|PRINCE2|Programme management|Project management|Strategic objectives
Published 27 Mar 2019
What does ITIL ® 4 have to do with the eternal, human practice of storytelling? Though you might already believe it instinctively, there is substantial research into the importance of narrative and storytelling to human beings. For example, a study that exposed people...
Behaviour|Benefits realization|Collaboration|IT service management (ITSM)|IT services|ITIL
Published 07 Jun 2019
As a Project Management professional, I am often asked what my greatest career achievement is. My answer is simple and unerring: inspiring, as club manager, the recent victory of AXELOS FC’s fabled 5-a-side football team in the League One Victoria Late championship near ou...
Management|PRINCE2|Project and programme management (PPM)|Project management|Roles|Stakeholder engagement|Stakeholder management
Published 05 Sep 2019
How should an organization undertake the transition from ITIL ® v3 to ITIL 4 ? But before the “how?”, maybe we should talk about the “why?”. ITIL 4 is the latest evolution in the best practice framework that has supported IT service management professionals and their org...
IT service management (ITSM)|IT transformation|ITIL|ITIL 4|Service management|Value
Published 19 Dec 2019
Allan Thomson, PPM Ambassador at AXELOS, shares his “Project Christmas” tips for tackling some of the main causes of stress. There’s too much going on before Christmas. How can I avoid the stress and enjoy this time of year? Your diary can suddenly fill up with invit...
Budgets|End-User Experience|Learning from experience|Project checklists|Project management|Project planning|Requirements|Roles
Published 30 Apr 2020
There is now a huge demand for digital IT products and the services they support. This is no surprise, as cloud-based software as a service is easier to maintain, make changes to, upgrade or swap things in and out. Servers can be rolled up and rolled down, adding or reduci...
Cloud services|Customer needs|End-User Experience|IT service management (ITSM)|IT services|ITIL|ITIL 4|Service management
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 19 May 2020
What is the future for automating IT services in an ITIL ® 4 world ? The latest evolution of ITIL has opened the conversation up, addressing the practices from a technological perspective as well as a business management one. But where are organizations on that journey ri...
Capabilities|IT services|IT transformation|ITIL 4|Processes|Strategy execution
Published 30 Jun 2020
ITIL ® 4 brought many modern concepts and approaches to Service Management. Many of those were previously thought to be exclusive to other areas like marketing and customer service. In this blog post, Airan Romero Savinon, Chief Operating Officer at Openser will cover the...
IT service management (ITSM)|ITIL 4|Service desk|Service management|Value
Published 26 Aug 2020
Why should organizations think about creating a customer-focused approach to delivering services? And where do they begin? The experience of providing services during the current pandemic drives home a number of service management lessons, most prominently that the only path...
Best practice|Customer experience|ITIL 4|Service management
Published 15 Sep 2020
The global pandemic has accelerated the pace of digital transformation; this, in turn has put a new spotlight on the discipline of digital strategy. And the ITIL ® 4 Leader: Digital and IT Strategy (DITS) module is a timely guide to help organizations’ leaders understand ho...
Published 06 Jan 2017
I was working with a client recently, helping them plan ways to improve the management of IT user support. When I came to review the advice I offered them, I realized that other organizations might find the same advice useful, so I have created three blog posts highlighting ...
Customer engagement|IT services|ITIL|Processes|Requirements|Service Desk
Published 10 Aug 2017
Let’s begin by defining the senior responsible owner`(SRO) role. The publication Managing Successful Programmes ® (2011 edition) describes the SRO as the individual responsible for ensuring that a project or programme of change meets its objectives and delivers the projec...
Leadership|Project and programme management (PPM)|Project progress|Roles|Stakeholder management
Published 11 Oct 2017
At AXELOS, we like to explore new ways of working, as well as new ways of learning. One such way is experiential learning (or ‘learning by doing’ as it’s more colloquially known). Earlier this year, Paul Wilkinson from GamingWorks proposed running the Grab@Pizza simulation...
Continual Service Improvement (CSI)|IT Service Management (ITSM)|Learning|Roles|Value
Published 18 Mar 2020
With the new version 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 d...
Agile|ITIL 4|Key performance indicators (KPIs)|Processes|Service catalogue|Service management
Published 06 Mar 2017
What are the different approaches and benefits of programmes and projects in organizations? Rajiv Khanna assesses the differences and how the Managing Successful Programmes (MSP ® ) and PRINCE2 ® project management best practice principles and certifications can help. ...
Best practice|Governance|MSP|PRINCE2|Programme management|Project management
Published 07 Apr 2017
In this two-part blog series, ITSM and organizational change expert, Karen Ferris explains the importance of organizational change management and reviews the knowledge and tools available in ITIL Practitioner to support change professionals with OCM. Organizational cha...
Change management|IT Service Management (ITSM)|ITIL|Project sponsorship|Stakeholder engagement|Strategy execution
Published 13 Apr 2017
In the second of a two-part blog series, ITSM and organizational change expert, Karen Ferris continues her exploration of organizational change management (OCM) by looking at managing and reinforcing change. She also considers the knowledge and tools available in ITIL ® ...
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...