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Focusing on how you can manage assets to deliver services is at the heart of ITIL® 4’s workforce and talent management practice. While workforce management concentrates on human resources delivering services, talent management ensures you have the right people with right ski...

Having a project management office (PMO) is – more than ever – a valuable thing for organizations to invest in. Employees and teams are often overwhelmed in the workplace and having a PMO to provide project-related services makes life a lot easier, both reducing pressure and...

Talking about the service management office (SMO) in 2021 raises two key questions: is it still relevant today and has it ever been useful? The concept of having some sort of structure like an SMO seems to be under attack at the moment, which is a knee-jerk reaction that I t...

How is risk normally managed in organizations that  don’t  use a project or risk management method? In my opinion, it’s  not  managed. When it comes to “uncertain events”, people don’t want to think about them. Rather, they want to focus on their ideal image of a risk-free p...

Traditionally, IT asset management has not received the focus it should. That’s changed with the Covid-19 pandemic, which has elevated its importance within service management. And why is it important? Just as a healthy human body relies on having core strength, asset manag...

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...

The opportunity with enterprise service management (ESM) is huge: bringing effectiveness and efficiency to work management across entire organizations. And there is a growing understanding and desire to make it work. Certainly, through the impact of Covid-19, people have s...

Working in an increasingly virtual world, the performance of business leaders in projects is facing more scrutiny than ever. Equally, the so-called “new normal” has magnified any leadership deficiencies that were there before and it’s vital that leaders are aware of that and...

How mature is the service management office (SMO) concept in 2021 and how can ITIL® 4 give organizations the foundation for an effective SMO? SMOs – from my experience working with a select group of companies – are either not properly developed or simply don’t exist. And y...

In the current world of remoteness and uncertainty about places of work, language and common understanding take on a new level of importance. My work over the past four to five years has involved bringing people together in organizations to use ITSM effectively. This has be...