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 22 Aug 2017
How agile is project management in 2017? Our latest PPM Benchmark Study suggests a discrepancy between project managers and the organizations they work for in the way agile is perceived and adopted. The majority of project managers continue to be enthusiastic about agil...
Agile|Business Solutions|Governance|PRINCE2 Agile|Project and programme delivery|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 19 Jul 2018
A well-designed project and stage plan was once the pride of any successful project manager. In the post-waterfall era of agile everything, the humble project and stage plan has got itself a bit of a bad reputation for being excessive. However, effective project management st...
Agile|Methodologies|Project and programme delivery|Project and programme management (PPM)|Project planning|Senior management commitment
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 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 May 2018
Since good governance is about the processes for making and implementing decisions, then effective governance and accountability structures are vital particularly if organizations are to successfully use an agile approach to deliver business change through the investment of p...
Published 29 Nov 2019
What is the role of the project board and how can members direct successful outcomes? In predicting that man would land on the moon by the end of the decade, US President John F Kennedy became the ultimate project sponsor . According to an often-quoted story, when JFK ...
PRINCE2|Project and programme delivery|Project and programme management (PPM)|Project management|Project planning|Project sponsorship|Roles|Senior team
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 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 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 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 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 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 24 Jun 2015
Process implementation in IT Service Management (ITSM) comprises the steps we take to deliver services and the changes necessary to support the business moving forward.The purpose of IT is to be a business partner, ensuring anything that falls within the remit of delivering ...
Best Practice|Change management|Customer engagement|Frameworks|IT Service Management (ITSM)|Leadership|Processes
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 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 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 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 06 Sep 2019
There are many reasons why a programme fails. But there are some causes of failure that are common across the majority of troubled programmes. So, let me introduce the seven Cs of programme failure and how they can be addressed using best practice methods such as Managing Su...
Best practice|Capabilities|Collaboration|Communication|MSP|Programme management|Project and programme delivery|Stakeholder 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 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 19 Dec 2018
In the fourth 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 those working in large projec...
Agile|Business solutions|Certification|PRINCE2|PRINCE2 Agile|Project management|Project management office
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 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 22 Sep 2020
Projects are dealing with change and uncertainty and sometimes, under pressure, it’s not possible for project managers to think about the countless activities happening. Therefore, it’s vital to know what’s been done, how it’s been done, that it’s documented and where it’s l...
PRINCE2|Programme management|Project management|Project planning
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 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 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 17 Aug 2017
When is an incident a major incident? An incident becomes major when the potential impact or urgency is considered significant. This means different things to different organizations, but ultimately it depends on business goals and objectives and is defined by each organiza...
Business solutions|IT Service Management (ITSM)|IT services|ITIL|Risk management|Stakeholder engagement
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 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 11 Jun 2015
Every service management implementation is a cultural transformation. And culture change is an even bigger issue for senior management than it is for IT and ITSM, as they need to recognize that for such a transformation to be successful, they need to lead and be role mode...
Change management|IT Service Management (ITSM)|Processes|Service Management
Published 01 Feb 2018
In the international bestseller The 7 habits of highly effective people (Free Press, 1988), Steven R. Covey describes an approach to being effective in attaining goals by aligning oneself to what he calls the ‘true north’ principles of a character ethic that are universal...
Behaviour|Project management|Stakeholder engagement|Strategy Execution|Vision
Published 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 12 Mar 2019
I ’m often asked how to apply agile principles in project management to ensure customers get the end product they need. Knowing what a final product will do – and how it will do it – is essential; defining that clearly is the purpose of a requirement in the PRINCE2 Agile...
Agile|Governance|PRINCE2|PRINCE2 Agile|Project management|Requirements|Skills
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 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 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 03 Apr 2017
ITIL ® can help companies improve effectiveness, efficiency and cost effectiveness by developing reliable data and consistent delivery, processes and tools. But when it comes to demonstrating the difference ITIL is making, and especially when the interpretation of valu...
ITIL|Processes|Resource management|Stakeholder management|Strategic objectives|Value
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 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 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 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 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 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 22 Oct 2015
If you think companies are out of the “cyber woods” in terms of risk, then you should think again. The latest research from insurance organization, Aon Risk Solutions , finds 90% of senior executives saying cyber risk is “not fully understood”, while 80% say companies are ...
Cyber-attack|Processes|Risk management|Senior team|Vulnerability
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 31 Mar 2020
How do organizations identify and mitigate risk at a time of international emergency, like the current Coronavirus (COVID-19) pandemic ? In the circumstances affecting countless enterprises, leadership must find a way to keep “business as usual” going and people functioning...
Behaviour|Best practice|Communication|M_o_R|Risk management|Stakeholder management|Strategic objectives
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 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 21 Dec 2015
Projects fail for a number of reasons: while it’s dependent on the industries you are working in, there are some reasons that are more prolific than others. For example: Unclear scope and success criteria Lack of buy-in and engagement Lack of change management skills U...
Best Practice|Change management|Customer needs|Project management|Project planning|Skills
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 01 Nov 2017
How can change management – across portfolios, programmes and projects – really be embedded in organizations? There is – today – a major shift in how organizations view the proposals they receive for achieving effective change. Now, they are turning their attention more to...
Behaviour|Change management|Learning|PRINCE2|Project and programme management (PPM)|Senior management commitment
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 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 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 15 Apr 2019
Digital disruption is transforming the way industries operate. But for a successful legacy business with an established infrastructure and corresponding capabilities, introducing change can be a challenge. You begin with the end in mind – and that’s the vision. By that, I d...
Best practice|Change management|Change requests|MSP|Requirements|Strategy execution|Vision
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 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 02 Oct 2017
By 2019 businesses globally will lose $1.2 trillion* to cyber breaches. This stark fact alone should make any company ensure it is resilient to cyber attack. So where do you start? What does the leadership team need to know and do? What skills are required for organizations...
Best Practice|Collaboration|Cyber resilience|Cyber-attack|Leadership|RESILIA|Skills
Published 10 Nov 2017
As more and more people turn to Agile frameworks over traditional project management methodologies to help enhance project capabilities and deliver outputs, it’s important to highlight that Agile is not a panacea for poor project management. At this point, let's distinguish b...
Agile|Customer engagement|Methodologies|Processes|Project management|Value
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 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 05 Jul 2017
How do you start a project using the PRINCE2 ® project management method? Mark Sutton, change manager and trainer, considers the steps: Starting up a project – according to PRINCE2 – is triggered by a mandate : a reason to do something or, in other words, a busin...
PRINCE2|Project management|Project planning|Requirements|Roles|Skills
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 26 Feb 2016
The principal objective for a project – delivering a specific output – can often be relegated to a focus on standardization. And very often this standardization of the project management processes boils down to completing a set of project templates. I’ve seen this happen very...
Best practice|PRINCE2|Processes|Project and programme management (PPM)|Project checklists|Project management
Published 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 14 Feb 2018
Are you getting the very best from your PRINCE2 ® best practice knowledge? Sometimes, it’s useful to have a handy reminder of the key points you need to think about at any stage in a PRINCE2 project. My AXELOS has created a series of templates covering the bre...
Benefits realization|Change management|PRINCE2|Project management|Requirements|Roles
Published 15 Aug 2016
In the past 30 years the Northern Ireland Civil Service has seen an increased focus on delivering change and less on “business as usual” activity. This demand for improved public services has changed the way these services are delivered and that requires a much more robust a...
Best practice|Change management|Governance|MSP|PRINCE2|PRINCE2 Agile
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 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 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 31 Mar 2017
There are a couple of ITIL ® processes that you really can’t avoid. Continual service improvement (CSI) is one. If you’re not improving, you’re stagnating. And though you might not yet have a strongly-developed CSI concept or framework, you must assume that most peop...
Behaviour|Continual Service Improvement (CSI)|IT services|ITIL|Leadership|Processes
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 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 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 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 24 Mar 2017
Why is it important to plan a project and why are project plans not taken seriously enough? Planning is an integral part of our everyday lives and is perceived as a natural process, such as deciding what to do at the weekend. So why do some people still see it as a tick box...
PRINCE2|Project management|Project planning|Requirements|Stakeholder management|Task management
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 30 Oct 2019
The world of work is moving towards enterprise-wide, planned adaptability . Running the business and changing the business are becoming one and the same. As the organizations we’re working with are fundamentally aiming to improve their capability, it is interesting to note ...
Agile|AgileSHIFT|Business solutions|Certification|Cloud computing|Customer engagement|Digital transformation|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 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 24 Oct 2016
While security threats are constantly evolving and becoming more sophisticated our industry’s approach to cyber safety has - in the main - not developed at the same rate. Frequently, businesses have a ‘set it and forget it’ approach, tackling cyber security when an employee...
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 26 Jul 2019
Organizations are going through rapid change, often driven by digital technology and changes in local and national priorities. Therefore, it’s important to have a central repository – the PMO – where organizations have an oversight of all change initiatives and are able to...
Change management|Portfolio management|Programme management|Project and programme management (PPM)|Project management|Project management office|Strategic objectives
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 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 16 Sep 2014
The "S" factor - sponsors and stakeholders - are critical to the success of any project or programme. And ensuring these vital people are actively supporting you and your team depends on how successful you are at "managing upwards". People tend to "buy into" programmes as t...
Communication|Programme Management|Project and Programme Management (PPM)|Project Management|Stakeholder Management
Published 13 Dec 2017
What have all the successful teams throughout history had in common? The England Football Team 1966, Apollo 11 astronauts or Sir Edmund Hillary’s Mount Everest expedition team were all made up of individuals with different skills and experiences working towards a common goa...
PRINCE2|Project management|Project sponsorship|Skills|Stakeholder management|Task 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 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 05 Jun 2019
We all tell stories. Stories are all around us. They are how we build business, cultures, societies, and relationships. That’s what stories are for. They instruct us, inspire us, and warn us. That’s why storytellin g can be an integral part of an effective enterprise-wide t...
Cyber resilience|Cyber security|Cyber-attack|Data protection|Privacy|RESILIA|Sensitive data
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 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 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 16 Jun 2015
With Continual Service Improvement (CSI), the six step CSI model is my secret weapon to ensuring IT Service Management (ITSM) practitioners implement changes and service improvements efficiently, effectively and continually . So, what are the six steps and how do you follo...
Adopt and Adapt|Change Management|Continual Service Improvement (CSI)|Frameworks|IT Service Management (ITSM)|ITIL|Management|Vision
Published 23 Dec 2015
A recent poll of City of London bosses by the Financial Times called on companies to hire a “younger generation of boardroom directors to head off the systemic threat that cyber risk poses to the financial system”.¹ I welcome business leaders openly discussing the signi...
Cyber Resilience|Cyber-attack|Information systems|Processes|Risk management|Skills|Vulnerability
Published 27 Jan 2016
The Project Sponsor is accountable for the project; or, put another way, the Project Sponsor is the “owner” of the project and the business case that supports it. A sponsor needs to be actively involved and committed to the project in order for it to be successful and shoul...
Capabilities|Leadership|PRINCE2|Project management|Project sponsorship|Roles|Skills
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 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 16 Jul 2018
Stakeholders can make or break projects or programmes . If they feel overlooked, not listened to or ignored, then your project will be in trouble – no matter how well you deliver in terms of budget, time and quality. Just giving them what they want is not usually a viable ...
Programme management|Project and programme delivery|Project and programme management (PPM)|Project management|Stakeholder engagement|Stakeholder management
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 21 Aug 2019
The ‘age of the customer’ describes how modern organizations need to meet rapidly changing customer expectations and also anticipate their future needs. With technological advancement occurring at an unprecedented rate, increasingly, what distinguishes one organization from...
AgileSHIFT|Customer engagement|Customer experience|Customer needs|Skills|Stakeholder engagement|Strategic objectives
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 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 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 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 Aug 2016
ITIL ® and ISO/IEC 20000, the international standard for service management, have enjoyed a long and mutually supportive relationship. ISO/IEC 20000 is currently being revised for the third time, with an increased focus on Service Integration (SIAM), governance and manag...
Governance|IT Service Management (ITSM)|ITIL|Processes|Requirements|Value
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 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 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 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 24 Jun 2020
Remote working for many companies during this lockdown has proven the proverb: “necessity is the mother of invention”. In other words, if you’re forced to do it, you make it happen. US companies have often struggled with remote working ; it’s too early to tell which organiz...
IT service management (ITSM)|ITIL|ITIL 4|Value
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 25 Aug 2016
Recently, we investigated the misconceptions around ITIL in order to better understand and address the common challenges when adopting ITIL. We asked our community members to share their stories. To our delight, our members did not stop at listing the challenges, but f...
Frameworks|IT Service Management (ITSM)|ITIL|Requirements|Roles|Training
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 07 Jun 2017
It might sound strange to say that there’s no need to be afraid of failure. And that goes for IT Service Management (ITSM) as much as anything else in life and business. Using ITIL ® to learn how not to fail in ITSM In fact, one of ITIL ® Practitioner’s co-authors, Kev...
IT Service Management (ITSM)|IT Services|ITIL|Service Management|Value
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 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 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 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 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 31 Jan 2020
Servant Leadership sounds like a contradiction in terms but it is a highly important approach that project managers should consider and adopt. It is important to note from the outset that PRINCE2 ® does not have a preferred style of leadership. Because of this it can suppo...
Collaboration|Communication|Leadership|PRINCE2|PRINCE2 Agile|Project management|Requirements
Published 28 Nov 2014
In a business environment, the topic of risk isn’t sexy; unfortunately, firefighting issues is! There’s simply no glory in managing risk and the subject tends to be subconsciously further down the corporate priority list. At best, it can be a box ticking exercise, i.e., comp...
Best Practice|Governance|M_o_R|Management|Risk Management
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 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 11 Aug 2017
Projects and project management are about delivering change that your organization values. Doing that needs task orientation: you focus on what needs to be done, by when and to what quality – the founding pillars of project management . That same task orientation can le...
Published 22 Oct 2019
Last month, I had the opportunity to host a roundtable discussion on how to drive cultural change in support of digital transformation at the New South Wales (NSW) Digital Transformation Summit in Sydney. This post highlights some of the insights and discussions from the se...
AgileSHIFT|Behaviour|Business solutions|Digital transformation|Infrastructure|Senior management commitment|Vision
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 08 Feb 2019
The #UCL knockout phase returns next week with 16 teams vying to lift the trophy at the Wanda Metropolitano in Madrid on 1 June 2019. As we await the round of 16, it’s time to sit down with Adam our #PRINCE2PUNDIT . Let’s see how the remaining teams can use the seven PRINC...
Learning from experience|PRINCE2|Project and programme delivery|Project management|Roles|Value
Published 21 Mar 2019
Scene 1: The work area. Brent, the famous systems engineer from the Phoenix Project, is sitting behind his laptop – which is covered with DevOps enterprise summit stickers. On the wall behind him is a poster of the new corporate values ‘ We delight our customers ’ is one of ...
Agile|Behaviour|Business Relationship Management|Communication|IT transformation|ITIL|Strategy execution|Value|Vision
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 05 Feb 2018
All PRINCE2 ® project, MSP ® programme and MoP ® portfolio governance bodies want updates on how well initiatives are progressing. To do this, management dashboards are a useful tool. MSP programmes aim to realize benefits resulting from changes in organizati...
Dashboards|Governance|MoP|MSP|Portfolio management|PRINCE2|Project and programme management (PPM)
Published 27 Feb 2020
Projects and programmes can be highly emotional environments, where everyone is under pressure to deliver . Some team members may not even have experience of working in this way, which means they need extra care, understanding and guidance. For the project manager, having t...
Behaviour|Collaboration|Project and programme delivery|Project and programme management (PPM)|Project checklists|Project management|Project planning|Project Progress
Published 15 Apr 2020
Since Google first began sharing details of its approach to massive-scale web operations - Site Reliability Engineering, or SRE - many organizations have adopted aspects of the SRE approach to help deal with the emerging complexity of modern software systems. However, there...
Benefits realization|Cloud services|Customer needs|End-User Experience|Information systems|IT service management (ITSM)|ITIL|Service management
Published 17 Jan 2017
Herding Cats with PRINCE2 ® Let me introduce myself - I’m Tom, a Project Manager. I recently started in my new role and my team are… well, they are a little hairier than I first expected. And when the job description said strong stakeholder management, I didn’t realize this...
Business solutions|Methodologies|PRINCE2|Processes|Project management|Stakeholder management
Published 02 Aug 2019
Why is now the time for organizations and their teams to move to Agile approaches in project management? At this moment, as the world is experiencing so much uncertainty, complexity and way more unknowns than knowns, the best way to deal with it is through an agile mind-s...
Agile|Business solutions|Capabilities|Learning|PRINCE2|PRINCE2 Agile|Project management
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 29 Jun 2018
There have been many surprises at this year’s World Cup. Germany lost their first opener since 1982 – not a good start for the defending world champion. Argentina failed to beat the underdog Iceland and Japan triumphed over Colombia. As we have now reached the end of the gr...
PRINCE2|Project management|Project planning|Project Progress|Roles|Strategy execution|Value
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 27 Sep 2018
What is a key difference between a traditional and an agile project manager ? You can recognize the latter today as someone more focused on facilitating and supporting a team. For example, a traditional project manager would expect to present an estimated project bu...
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 09 Apr 2020
What do project managers need to have “top of mind” when working on projects involving agile delivery methods? A handy checklist within the PRINCE2 Agile ® best practice guidance outlines the salient points to be aware of – and these are captured under four headings: 1 C...
Agile|Collaboration|Communication|PRINCE2|PRINCE2 Agile|Project and programme management (PPM)|Project management|Requirements
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 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 15 Jun 2016
Rameez Chikhalia, Commercial Analyst at AXELOS describes how PRINCE2 can help finance teams improve communication and collaborative working. What’s your role within the Finance team? I work in the Finance team at AXELOS, providing support in two key areas. Initially, my...
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 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 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 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 01 Feb 2019
What leadership techniques and understanding of behaviour should project boards and project managers use for organizational transformation? Set the strategic vision Taking the example of AXELOS’ work on updating PRINCE2 ® in 2017 , our vision was focused on the se...
Agile|Behaviour|Change management|Communication|Digital transformation|Leadership|PRINCE2|Project management
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 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 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 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 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 05 Aug 2016
Why is robust governance and deploying a best practice framework so important when organizations want to introduce change? If you want changes from a business transformation programme which stick - i.e. things delivered that are embraced and used by the business operationa...
Best Practice|Change management|Frameworks|Governance|MSP|Programme management
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 17 Oct 2016
It is very easy to look at best practice and/or a number of existing Project Management Offices (PMOs) in your industry sector and decide on what functions and services are ‘best’ for your organization. However, a best practice PMO has a problem-focused purpose, with its fun...
Best practice|Governance|P3O|Project management office
Published 03 Feb 2017
Board directors, business leaders and entrepreneurs are known as ‘whales’. You’re the big fish who holds the key to the really big prize for hackers. Whether that’s intellectual property, commercially and market sensitive information or simply money, there are hackers out the...
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 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 18 Aug 2020
In this blog, Alexei Kuvshinnikov , an accredited PRINCE2® 6th edition trainer with 20+ years of international project management experience, explains how to include intangible benefits in the Benefits Management Approach. Project benefits can be tangible or intangibl...
Benefits realization|PRINCE2|Project management|Project planning
Published 26 Jun 2017
Project manager, Ana Bertacchini, examines the importance of emotional intelligence for project managers and how best practice methods such as PRINCE2 ® can help. Emotional intelligence is about managing and understanding emotions – both your own and others’. Unlike t...
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 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 09 Aug 2018
And just like that, we’re done with Day 3 of Agile 2018 ! I’m hoping that by now any readers are aware of the previous two posts about days 1 and 2, but if not...here they are: Day 1 Day 2 The last hurrah - final thoughts from Agile 2018 The focus of the po...
Agile|Benefits realization|Big Data|Business information management|Customer Engagement|Customer needs|Learning
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 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 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 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 Jul 2018
I’m a big believer that projects are a product of the people who are involved in them. Of course, an agile framework and clearly defined measures of control are essential but, based on my experience, people have to enjoy what they’re doing and want to work together to ac...
Communication|Project and programme delivery|Project management|Project planning|Skills|Stakeholder management
Published 01 Mar 2017
One element of PRINCE2 ® that I use on every project I’m involved with is product-based planning. This PRINCE2 technique is especially useful for putting a plan together which comprises the “shopping list” of the things that my project team needs to create to deliver...
Customer experience|PRINCE2|Processes|Project management|Project planning|Requirements
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 24 Sep 2020
According to the AXELOS 2019 PPM Benchmark Report poor communication is the primary cause of project failure. An advantage of adopting a method such as PRINCE2 ® is that it provides a common language that makes it easier to communicate with critical stakeholders. This al...
Best practice|Certification|Communication|PRINCE2|Project management
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 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 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 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 10 Aug 2018
The discipline of project management is evolving rapidly, but what does this mean for the project manager? Lisa Hodges, principal consultant at Cornerstone Service Management, explains why the future belongs to project manager 2.0. At a recent conference one of my fello...
Agile|Benefits realization|Collaboration|Communication|PRINCE2|Project management|Skills
Published 04 Dec 2014
Cyber security has been thrown into the limelight this week with allegations that the North Korean government is responsible for hacking into Sony Pictures’ systems and leaking four films at a cost to the studio production company of tens of millions of pounds. This follows ...
Best Practice|Cyber Resilience|IT Services|Risk Management
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 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 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 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 22 Nov 2017
Those familiar with Managing Successful Projects with PRINCE2® will know that the value of the universal, process-based project management method is that it can be applied to any project regardless of type, organization, geography or culture. It can be used for any project...
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 06 Mar 2018
How can the higher education sector protect itself from and respond to a cyber-attack in the era of increased digital connectivity? AXELOS’ latest RESILIA ® discussion paper, Protecting the reputation of UK Higher Education with your most valuable defence: your peop...
Cyber resilience|Cyber-attack|Digital transformation|GDPR|RESILIA|Threats
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 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 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 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 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 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 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 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 30 Nov 2015
A recurring challenge in large organizations is the lack of trust among practitioners, teams and people that are using different methodologies. Many “agilists” use language that non-agile trained people don’t understand which can lead to distrust within a business and in te...
Agile|Communication|Methodologies|PRINCE2|PRINCE2 Agile|Project Management
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 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 31 Oct 2016
A lot of organizations, experience frustration with their service desk. While that’s not a criticism – the majority get things done quickly – end users get annoyed by the speed of service desk support. Interestingly, what’s usually at fault is effectiveness rather than effic...
Business solutions|Collaboration|ITIL|Processes|Service desk|Stakeholder management
Published 04 Dec 2017
What has 2017 meant for project managers and what is coming around the corner in 2018? Karen Ferris of Macanta Consulting looks ahead to the challenges facing project managers and their organizations next year. The need to be both waterfall and agile in projects ha...
Agile|Communication|Customer experience|Leadership|Project management|Skills
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 27 Sep 2019
The big rugby tournament is underway in Japan and the all-conquering All Blacks will be many people’s favourites to win the title. What can be done to stop them? Could applying the seven PRINCE2 ® principles help? I say yes (well, maybe), here’s how: Business Justifi...
Communication|Learning|Learning from experience|PRINCE2|Project and programme delivery|Project management|Project Progress|Roles
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 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 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 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 19 Jun 2017
Every day, CIOs face the same daunting question; how can they effectively communicate the value of IT to the business? For any IT initiative, the confusion lies in identifying and quantifying its outcomes for the business. They need to challenge the business’ perception of ...
Frameworks|IT investment|IT Service Management (ITSM)|IT services|ITIL|Value
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 05 Jul 2018
While organizations might choose to flatten the hierarchy and decentralize decision making, everyone in the organization needs to step up and lead – especially in organizational change management (OCM) . Think for a moment about the Total Football concept pioneered by the ...
Change management|Communication|IT Service Management (ITSM)|Roles|Strategy execution|Training
Published 16 Feb 2018
Complex projects are characterized by a huge variety of inputs and this creates a challenging environment in which to make decisions. As human beings, we are naturally biased and often go on “gut feel”. This is fine if you are being chased by a lion, but in the complex worl...
Behaviour|Benefits realization|Project management|Project planning|Roles|Strategic objectives
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 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 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 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 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 15 Jan 2016
Finishing a project on time can seem like something of a rarity in the world of project management so it seems fair to question if finishing on time is even important at all? But the thing is, finishing when we said we would is very important because the pace of change in in...
Governance|PRINCE2|Project and programme delivery|Project management|Project planning
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 10 Feb 2016
Does your organization have a problem with delivering projects and are you wrestling with the question: “how do we start to improve our projects?” It might seem like a simple question but the answer is more complex. This is because there is no universal right answer, as dif...
Maturity models|P3M3|Programme management|Project and programme delivery|Project management|Stakeholder management
Published 17 Feb 2016
Gary Warzala is the former SVP CISO at Visa and has also held senior roles in information security and IT risk management at Aon and GE (General Electric). In 2014, he was a trusted CISO adviser for a major retailer following a serious information security breach. In this...
Best practice|Cyber resilience|Cyber-attack|Information management|RESILIA|Threats
Published 11 Mar 2016
Behaviour is a critical success factor in any organization and yet – traditionally – many frameworks such as ITIL ® , SCRUM or LEAN, fail to address behaviour change. The issue is that many senior leaders and managers use negative consequences to encourage the desired b...
Behaviour|Change management|Frameworks|IT Service Management (ITSM)|ITIL|Leadership|Service desk
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 22 Dec 2016
Having spent an early part of his career in a business relationship management role as a Government IT Service Management (ITSM) contractor supporting NASA, Adam McCullough understands the purpose and value of Business Relationship Managers (BRMs) within organizations. In th...
Business Relationship Management|Communication|Customer engagement|IT Service Management (ITSM)|ITIL|Skills|Value
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 01 Feb 2017
An organization working on a major programme often needs a programme office. Major programmes are concerned with implementing complex transformational change, and this can bring with it a range of challenges. The size and impact of the change, an organization’s experience in...
Business solutions|MSP|Programme management|Project and programme delivery|Project management|Value
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 01 Aug 2017
Good P3O governance is about ensuring that all key stakeholders have a clear understanding of the portfolio, programme and project boards that are focused on 'changing the business' and how it aligns to the corporate governance structure that is focused on 'running the busine...
Processes|Project and programme management (PPM)|Risk management|Stakeholder management
Published 27 Sep 2017
If you think of process improvement in IT Service Management (ITSM) as having a clear linear structure, you’re probably thinking about it the wrong way. With process improvement, you’re never really done. Typically, process improvement activity happens reactively rather tha...
Agile|IT Service Management (ITSM)|ITIL|Leadership|Processes|Service Management
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 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 30 Apr 2018
What does a good PMO (project/programme management office) look like? The standard response is often to describe a best practice model and list some core services, but I want to challenge this perspective. In my view, it doesn’t really matter what activities your PMO provid...
Communication|Project management|Project management office|Roles|Stakeholder management|Strategy execution
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 15 Jan 2020
As technology becomes more and more embedded in company processes, businesses need to look beyond the traditional ways of securing their organizations’ most valuable assets. This involves approaches that engage with people and understand their needs and perspectives on secu...
Behaviour|Communication|Confidentiality|Cyber resilience|Cyber security|Cyber-attack|Data protection|Empowerment
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 09 Nov 2020
The 5 th edition of Managing Successful Programmes (MSP ® ) has now been officially launched. If you are familiar with previous versions of MSP, especially the one published in 2011, you probably wonder how this new version differs from previous ones. The core concepts o...
Best practice|Certification|MSP|MSP 5th Edition|Programme management|Project 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 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 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 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 10 Jul 2019
The content of best practice methods and frameworks such as ITIL ® , PRINCE2 ® and MSP ® enables people to speak a common language of IT service management, projects and programmes. However, the terminology needs to be chosen carefully to account for tone and...
Best practice|Frameworks|IT service management (ITSM)|IT services|ITIL|ITIL 4|Processes
Published 18 Jul 2019
The term “ hybrid project management ” is generally assumed to refer to Agile and more traditional approaches when managing projects. People need to have the capability to manage both Agile and non-Agile initiatives. Yet, although we know “hybrid” exists, how capable is t...
Agile|Capabilities|Communication|Knowledge management|Project management|Reporting|Stakeholder engagement
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 10 Sep 2015
In the final post in her series on the Most Common Questions from PRINCE2 2009 Foundation Training , Lead Trainer Michelle Rowland addresses some of the most frequently asked questions from Chapters 11 through to 18 of the PRINCE2 2009 textbook . Chapters 11 and 12 ...
Best Practice|Methodologies|PRINCE2|Project Management|Project sponsorship|Qualifications|Training
Published 28 Jul 2016
Focus on value is one of the nine guiding principles described in the ITIL ® Practitioner Guidance and is the subject of the animated video below. Of course it’s so obvious that we should focus on value that you might wonder whether it needs saying at all. The t...
Change management|Customer experience|IT Service Management (ITSM)|IT services|ITIL|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 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 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 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 24 Aug 2017
Phishing , Trojan Horses, Malware, Whaling , Denial of Service – these are all terms that have become common currency in the world of cyber security. With increasing public exposure of global organizations’ cyber security vulnerabilities , the language of cyber threats a...
Behaviour|Cyber resilience|Cyber security|Cyber-attack|RESILIA|Threats|Vulnerability
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 03 Sep 2015
Continuing her series on the Most Common Questions from PRINCE2 2009 Foundation Training , Lead Trainer Michelle Rowland addresses some of the most frequently asked questions from Chapters 7 through to 10 of the PRINCE2 2009 textbook . Chapter 7 Why do we have t...
Best Practice|Methodologies|PRINCE2|Project Management|Project sponsorship|Qualifications|Training
Published 04 Nov 2016
Approximately 70% of all IT Service Management (ITSM) transformation projects fail according to researchers from Gartner to McKinsey. And among those projects that fail, the same researchers uncovered that about half were unsuccessful because of internal resistance. The firs...
Collaboration|Governance|IT Service Management (ITSM)|ITIL|Leadership|Project management
Published 19 Jul 2017
According to the 2017 AXELOS PPM Benchmark study , nearly half of project managers who rarely or never conduct project reviews have experienced project failure in the past 12 months – this compares to only 34% of those who review either always or most of the time. These ...
Leadership|Learning from experience|PRINCE2|Project management|Requirements|Value
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 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 20 Jan 2016
If you believe Darwin was right when he said that survival is about being adaptable to change, it is fair to say that the decisions you are making today about the change projects being delivered in your organization are crucial to ongoing survival of your organization. Over...
Best Practice|Change management|Leadership|MoP|Portfolio management|Project and programme delivery
Published 09 Nov 2017
Project management is all about risk management. Risk management is the key that helps you predict the future and have things ready in your “back pocket” to “fight fires”. However, you can extinguish only one “fire” at a time so risk management helps you spot the pos...
Agile|Best Practice|Communication|PRINCE2|Project management|Resource management|Risk management
Published 23 Feb 2018
Scott Harberd shares his experience of implementing PPM software during a period of transformation and change for one of the UK’s largest airlines. Following a period of rapid growth and promotion to the FTSE 100, the organization was outwardly successful but highly i...
Benefits realization|Change management|Communication|IT transformation|Maturity models|Project and Programme Management (PPM)
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 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 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 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 14 Jul 2020
How is ITIL ® best practice important to people in IT operations teams getting “dirty” in the day to day tasks of managing changes, transition and delivering flexible and stable service? Well, I think that ITIL 4 Specialist: Create, Deliver and Support (CDS) gives them a ...
Best practice|Collaboration|IT service management (ITSM)|ITIL 4
Published 25 Aug 2020
As a project manager, receiving a new project mandate reminds me of the first coordinate in an orienteering course. Orienteering is an outdoor adventure sport in which you receive a map and coordinates. The aim is to navigate in sequence between a set of control points and de...
Agile|Best practice|PRINCE2 Agile|Project management|Project planning
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 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 30 Jun 2017
Taking the MSP ® (Managing Successful Programmes) Practitioner exam puts you on a pathway to a proven best practice method for managing transformational change in organizations. Programmes are the delivery mechanism for this level of change, defining an organization’s f...
Published 20 Aug 2015
Why, in project management, are small projects treated as the “poor relation”? Many Project Managers aspire to manage large projects and programmes – large, transformation activities with high visibility, significant resources and a lot of kudos! As such, an aspirational Pr...
Best practice|Frameworks|PRINCE2|Project and programme management (PPM)|Project management|Risk management|Small projects
Published 22 Mar 2016
The effect of IT service management (ITSM) transformation or improvement initiatives is not only about the business; the mental and emotional impact on the way people work and behave is a major factor – not everyone likes change. That’s why collaboration – one of the ...
Collaboration|Continual Service Improvement (CSI)|IT Service Management (ITSM)|IT transformation|ITIL|Stakeholder engagement
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 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 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 07 Nov 2018
I recently became one of the first candidates to complete AXELOS’ new AgileSHIFT ® training and certification. I was delighted to pass the exam in the process, and (full disclosure here!) although I am an employee of AXELOS, I was impressed by the course enough to want ...
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 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 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 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 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 13 Aug 2018
When it comes to ITSM programme management, Continual Service Improvement (CSI) through ITIL ® is an opportunity to add value that exceeds customers expectations. Get to know the customer The first step in a contract should be a kick-off meeting and, where possible, d...
Continual Service Improvement (CSI)|Customer needs|IT service management (ITSM)|ITIL|Programme management|Stakeholder engagement|Value
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 04 Dec 2018
What I want to talk about is the value of humour in its broadest sense, how it moulds who you are and why bringing aspects of your personality into the workplace can be a positive for everyone. So, while “funny” works for some project managers, it isn’t necessarily the most ...
Communication|Customer engagement|Project management|Stakeholder engagement
Published 12 Jul 2019
Why should organizations become agile organizations? Recent research outlined in The Evolution of the Agile Organization report from PA Consulting among 500 business leaders suggests the “top 10% of businesses by financial performance” are “almost 30% more likely to dis...
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 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 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 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 07 May 2020
How do IT teams keep up with the increasing speed of business change and demand for services that provide customer value consistently? Optimizing work methods in service management helps to improve efficiency, effectiveness and minimize waste while ensuring that IT’s goals...
Business solutions|Collaboration|IT service management (ITSM)|IT services|ITIL 4|Service management|Value
Published 21 May 2020
The focus on customer experience has really taken off in recent years. However, customer experience won’t happen without employee engagement; having engaged staff means the company performs more effectively. Therefore, creating more engaged employees is what companies should...
Customer experience|Customer needs|Empowerment|End-User Experience|IT service management (ITSM)|IT services|IT transformation|ITIL 4
Published 07 Jul 2020
Whatever people might think now about working life in the future, I think it’s safe to predict we’ll be operating in a new normal. The statement “I have to go to the office” will become a foreign concept, though a home working /office mix will probably remain. And the sh...
ITIL|Leadership|Learning from experience|Roles
Published 04 Aug 2020
For service managers the concept of service is changing. In crisis situations such as now, it’s not about service level agreements but managing the customer experience and anticipating things they didn’t know they needed. It’s about helping businesses prepare for and respond...
Cloud services|Customer engagement|Customer needs|End-User Experience|IT service management (ITSM)|IT services|ITIL 4|Service desk|Service management
Published 06 Oct 2020
‘ The CHAOS Report ’ 2018 from the Standish Group sees decision latency as one of the key factors why so many projects fail. In other words, if you want to improve project success, you have to speed up your decision-making. The Standish Group studied this decision latency for...
Published 08 Jul 2015
If your organization doesn’t change it will probably do one thing: atrophy. It’s not sustainable to remain the same - do that, and you’re writing your own obituary. Like it or not, change happens. The world, people and technology change and organizations need to maintain th...
Agile|Behaviour|Change Management|Management|Project and programme management (PPM)|Vision
Published 21 Jul 2015
It was the marriage they said could never happen but AXELOS has managed it. What were thought to be two polar opposites, PRINCE2 - symbolizing control, accountability, order – and agile – symbolizing self-organization and equality, have been reconciled in the new PRINCE2 Ag...
Agile|Behaviour|Portfolio Management|PRINCE2|PRINCE2 Agile|Programme Management|Project Management
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 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 27 Feb 2017
30 years ago in the manufacturing industry, if you brought out a new product you may have had between three and nine months before your main competitors would catch on and create something to challenge you. Now, in a digitally-led market, you can often count your time of exc...
Agile|Collaboration|Governance|IT Service Management (ITSM)|ITIL|Skills
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 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 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 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 31 Mar 2016
Q: When is an iceberg not just a large block of ice that can sink ships? A: When it’s the hidden iceberg of attitude, behaviour and culture that stops an organization getting the full benefit from implementing ITIL ® . For example, a large European bank had adopted ...
Collaboration|Continual Service Improvement (CSI)|ITIL|Processes|Skills|Training|Value
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 08 Dec 2017
ITIL ® has always been dynamic. It has evolved over time to reflect changes to the way organizations work, different service management concepts and priorities and our understanding of the different capabilities required to deliver value. Now it’s time to update ITIL ...
Agile|Customer experience|Governance|IT Service Management (ITSM)|ITIL|Service management
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 28 Apr 2017
Agile is such a hot topic at the moment with clear recognition that agile approaches are increasingly important to fast-paced, organizational change. It’s definitely up there as important to the future of the project management profession and the people in it. Project...
Agile|Project management|Requirements|Stakeholder management|Value
Published 28 Jul 2017
Business service management (BSM) is about bringing value to a business through matching overall business objectives with IT. Arguably, the concept has been with us for some time; but like the latest version of ITIL ® addresses the issue of business and services, it ha...
ITIL|Leadership|Processes|Service catalogue|Service management|Value
Published 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 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 22 Aug 2018
When project management relationships break down, most of the time the underlying reason lies in misaligned organizational strategic priorities, which result in misaligned project objectives. This prevents the delivery of value to the organization, stakeholders and ultimately...
Problem management|Project management|Project planning
Published 12 Jul 2018
Do you all have 15 July 2018 marked in your diary? If not then it’s high time because that is the day of the football final. We now know that France will play Croatia in Moscow’s Luzhniki Stadium on Sunday and Adam our #PRINCE2PUNDIT is already planning his big football p...
PRINCE2|Project management|Project planning|Requirements|Resource management|Roles|Small projects
Published 29 Oct 2018
Agile – it’s such a simple word but one that can cause so much misunderstanding. More and more of us are being asked to ‘be more agile’ in the way we work. We’re being called to be more adaptable, show greater agility, and to be more responsive . And it’s easy to see why, a...
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 07 Dec 2018
In the world before ITIL v3 and Continual Service Improvement (CSI) it was part of a service level manager’s job to identify areas for improvement. However, this was ad hoc and happened mostly if a customer was complaining. We used what were called service improvement pl...
Continual Service Improvement (CSI)|Customer experience|Customer needs|IT service management (ITSM)|IT services|ITIL
Published 30 Aug 2019
I first discovered PRINCE2 ® when I moved to the UK from the United States and, I can honestly say, it was an eye-opener. It both reinforced the project management theories explored in my early training years and provided guidance on how to use them. Instead of guessing ...
Benefits realization|Governance|PRINCE2|Project management|Project management office|Training
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 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 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 28 Jul 2020
An international brewery company I work with is, in fact, two companies: a producer and a distributor of products to the hospitality sector. The company’s operations were forced to close from mid-March and relocate staff to work from home. So how did it respond to the lockdo...
Best practice|Digital transformation|ITIL 4
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 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 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 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 11 Apr 2016
Managing projects and programmes differs based on the objectives each tends to have. Where project management focuses on one specific element to address a particular business process, programme management not only has a greater monetary value but also a wider range of people...
Communication|MSP|PRINCE2|Processes|Project and programme delivery|Project management|Requirements|Stakeholder management
Published 31 Aug 2016
Robert Burton explains why he feels that ITIL shouldn’t be viewed as a prescriptive regime. There is a common misconception that ITIL is a rigid set of tools, procedures, and processes and if you don't follow what’s in the books, it’s not ITIL. With this approach,...
Adopt and adapt|Frameworks|IT Service Management (ITSM)|ITIL|Processes|Requirements
Published 07 Oct 2016
Why is the ITIL Practitioner Guiding Principle, Be Transparent, so important to get right? A lack of updates about incident resolution can create complaints and an image of a service desk “black hole” in an organization. How does this happen? At times, incident resolu...
Behaviour|Communication|Customer experience|ITIL|Service desk|Value
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 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 17 May 2017
Rarely does an organization design its project management method from scratch. Instead it needs to be aware of the standards, best practice methods and bodies of knowledge related to project management (e.g. BS 6079 , PRINCE2 ® , PMI’s PMBOK ® and APM’s Body of Knowle...
Best practice|Governance|Methodologies|PRINCE2|Project and programme delivery|Project management
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 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 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 11 Sep 2018
Many small companies and even departments in larger enterprises simply don’t have the need for a dedicated project manager and, more often than not, will appoint someone from within the business to run projects on a case-by-case basis. Selection is usually made on the gro...
Agile|Governance|PRINCE2|Project management|Project planning|Training
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 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 15 Mar 2019
AXELOS guest blogger, Charlotte Morison, has been providing training and consultancy to companies for more than 15 years, helping them satisfy customers and achieve strategic objectives through improving business processes including IT services and functions. How effecti...
Incident management|IT service management (ITSM)|IT transformation|ITIL|Service catalogue|Service desk|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 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 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 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 20 Jul 2016
Okay, I don’t usually quote Shakespeare, but there’s one line that I’ve remembered since I was at school in England. It comes from Othello : “Reputation, reputation, reputation! O, I have lost my reputation! I have lost the immortal part of myself.” All the publicity aro...
Cyber resilience|Cyber-attack|Identity|IT services|RESILIA|Vulnerability
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 14 Feb 2017
Oh, it’s THAT time again! Perhaps the contract you’ve been working on is coming to an end or you’ve been stuck in a role for a few years now and it's definitely time to move on. But who would have thought that just ‘updating your CV’ could be so arduous? “Did I really fi...
Capabilities|Career progression|Certification|CPD|Digital badges|Skills
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 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 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 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 17 Apr 2015
Politics often throws up examples of highly memorable, and equally emotive, language designed to make voters think a certain way about a particular party. The UK’s current election fever is no different, with politicians coining the rather loaded phrase, “Weaponizing the NHS...
Published 02 Dec 2015
You only have to be a casual follower of the news to see that cyber attacks and the resulting damaging data breaches are happening with greater frequency. TalkTalk and JP Morgan are just two of the latest high profile companies to show their vulnerability to cyber crime....
Best Practice|Cyber Resilience|Cyber-attack|ITIL|Processes|RESILIA|Risk management|Vulnerability
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 02 Mar 2016
When thinking about cyber resilience, just how important do you believe the people in your organization are? All your people, from top to bottom? You have heard the expression, ‘ People, Process, and Technology’ a thousand times. But which is the most critical of the three...
Cyber resilience|Cyber-attack|Information management|Processes|RESILIA|Risk management|Vulnerability
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 23 May 2016
As part of our ITIL Practitioner Global Summit Michael presented a session on Small scale ITSM implementation and ITIL Practitioner . Watch the video and read his new blog post also discussing this topic. How do you apply a large, comprehensive framework like ITIL ®...
Behaviour|Change management|IT Service Management (ITSM)|ITIL
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 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 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 24 Apr 2018
In the world of project management , what do we mean by complex? Managing the refurbishment of historic buildings and public institutions in a densely populated city is one such complex and challenging environment. These busy facilities often need to stay open while work ...
Collaboration|Communication|Frameworks|Project management|Stakeholder management|Strategy execution
Published 14 May 2019
In a few days’ time, Israel will host the world’s longest running annual TV music competition, the Eurovision Song Contest . How do you go about successfully hosting a major event that will be screened live to nearly 200 million people across the world (remember that the ‘eu...
Best practice|Communication|Learning from experience|MSP|Programme management|Small projects|Stakeholder engagement
Published 02 Jul 2019
“A vision is a picture of a better future. In MSP ® it is the basis for the outcomes and delivered benefits of the programme. As such it is a vital focus and enabler for the buy-in, motivation and activity alignment of the large community of stakeholders involved in any prog...
MSP|PRINCE2|Project and programme management (PPM)|Stakeholder management|Strategic objectives|Vision
Published 06 Dec 2019
How is the ITIL 4 guiding principle “collaborate and promote visibility” important to organizations today? Many organizations remain siloed, whether by function, process, product, territory or other types. And within the silos, people tend to focus on their tasks and objec...
Collaboration|Customer engagement|IT services|ITIL 4|Service management|Value|Vision
Published 03 Mar 2020
What is agile project management and does it mean the same thing to everyone practising it? To some people it’s about delivering at pace. To others, it’s a blend of Agile and more traditional approaches to project management which, with the right focus, leads to an increas...
Agile|Communication|PRINCE2|PRINCE2 Agile|Programme management|Project sponsorship|Skills
Published 21 Apr 2020
What is the importance of detailing the benefit profile of a change programme? At a time of significant change – such as now, when organizations’ entire business or operating models could be transformed in response to the Covid-19 pandemic – benefit is everything. It is ...
Behaviour|Benefits realization|MSP|Programme management|Project and programme delivery|Project and programme management (PPM)|Roles|Stakeholder engagement|Strategy execution
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 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 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 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 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 12 May 2015
It all started with a tweet and now I find myself debating Customer Experience (CX) on the AXELOS blog. My tweet posed something of a challenge to AXELOS: “Right AXELOS, I’ve decided here starts the campaign to replace ITIL® Business Relationship Management (BRM) and Servic...
Communication|Customer Experience|End-User Experience|ITIL|Service Desk|Service Management
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 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 12 Aug 2016
Why is working in silos a problem in technology and how can the ITIL Practitioner guiding principle of “working iteratively” help? In one service provider company, there were four silos operating very different service delivery models and different ITIL processes, therefore...
Communication|IT Service Management (ITSM)|IT services|ITIL|Processes|Project management
Published 28 Nov 2016
The discrepancy between reports and reality is something that I see frequently within organizations because, as the animation below explores, Key Performance Indicators (KPIs) are often developed without proper consideration and understanding of the reasons behind the measure...
Behaviour|Customer engagement|IT Service Management (ITSM)|ITIL|Key performance indicators (KPIs)|Strategic objectives
Published 31 Jul 2017
I have found the structuring principles of ITIL ® Practitioner extremely valuable for my latest project with a social services cooperative in Italy which, although relatively small in size, has ambitious plans for continued expansion. Having achieved double-digit growth ...
Continual Service Improvement (CSI)|Frameworks|IT Service Management (ITSM)|ITIL|Processes|Project management
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 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 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 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 06 Jun 2018
PRINCE2 Agile ® arguably offers the best of both worlds, so why aren’t more Agile practitioners embracing this collaborative approach? In the past five years or so, I’ve seen a growing recognition within the Agile community that controls, governance and oversight are...
Adopt and Adapt|Collaboration|Governance|Methodologies|PRINCE2 Agile|Processes|Programme management
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 14 Sep 2018
It is very common for organizations to ask project managers to deliver a plan for approval at short notice and this increases the risks for its delivery. What is rarely recognized is that a hastily-produced plan risks being incomplete, leading to delays, quality compromise...
PRINCE2|Project and programme delivery|Project and programme management (PPM)|Project management|Project planning|Risk management
Published 14 Jan 2019
Come again? How to enjoy your project board? What do you mean enjoy? It’s not uncommon for project managers to have a degree of trepidation about project boards. The board, after all, is a holding-to-account session, where the project manager presents progress – or, someti...
Communication|Project and programme delivery|Project and programme management (PPM)|Project management|Stakeholder engagement|Stakeholder management
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 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 17 Sep 2019
Understanding the power of frequent product releases – typical in agile projects – needs some prior reflection on the more traditional approach to product release, i.e. waiting until a product is built and then releasing it into the system. With that comes a certain feelin...
Agile|Behaviour|Customer engagement|Customer needs|PRINCE2 Agile|Project management|Stakeholder engagement|Value
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 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 07 Jan 2020
Organizations are now reacting to the need for high-velocity IT (HVIT) by exploring customer experience and methods like DevOps and Agile. In some of the more mature enterprises, they’re looking at ITIL 4 and recognizing elements of modern service management, but without f...
Agile|Collaboration|Customer experience|DevOps|ITIL|ITIL 4|Processes
Published 10 Jan 2020
How can ITIL ® methods help transform the performance of a service desk supporting a multi-national business? Car dealerships in the Renault/Nissan Group – based in Switzerland and Austria – were generating 1,000 IT tickets per month, of which 75% were service requests an...
Incident management|IT service management (ITSM)|IT services|ITIL|ITIL 4|Problem management|Service desk|Value
Published 14 Jan 2020
What do project sponsors need to understand before starting the agile journey and how can they ensure a successful project outcome? Increasing globalization, advances in technology, volatile markets and rising customer expectations are just some of the factors driving tod...
Agile|Collaboration|Governance|PRINCE2|PRINCE2 Agile|Project management office|Project sponsorship|Stakeholder engagement
Published 23 Jan 2020
Congratulations — you’ve been on a project or programme management (PPM) course , enjoyed the experience and passed the exam. All very positive. But now you are back at your desk you may be struggling with one nagging question — why am I finding it so hard to put those lea...
Learning|Learning from experience|MSP|PRINCE2|Processes|Programme management|Project and programme management (PPM)|Project management|Roles|Training
Published 23 Apr 2020
Service continuity management, along with IT security, is top of the critical list for IT today – not least in the current global situation caused by Covid-19 . If you don’t have service continuity management and something major happens, it could ruin your business and – cl...
Cloud computing|Customer needs|Information systems|Infrastructure|IT service management (ITSM)|IT services|ITIL 4|Risk management|Service desk|Service management|Threats|Vulnerability
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 10 Jul 2020
Most IT teams – from front line up to leadership level – are focused on technology and functionality. They focus less on how to drive forward the vision and strategy of the organization. What is interesting (and maybe unexpected) today is seeing IT teams trying to move the...
Digital transformation|IT service management (ITSM)|ITIL 4
Published 29 Jul 2020
The service desk practice is a huge part of ITIL ® and any organization as it highlights the importance of value in customer service. It sets the precedent for the customer/user experience and reflects heavily on the organization. The practice involves establishing effective...
Best practice|End-User Experience|ITIL 4|Processes|Service desk
Published 30 Sep 2020
Imagine you are getting ready to take the PRINCE2® Foundation exam. You have been studying from the manual, learning about best practices for managing projects. But then, in the exam, you suddenly realize that all of the questions are about leading, controlling , or coo...
Best practice|Certification|Examinations|Project management
Published 07 Oct 2020
Lockdown has, I believe, ultimately changed all products to services and means that service managers will be needed more and more. Thinking about ITIL 4 ® , the co-creation of value is going to be increasingly important to service management if you want to understand busin...
Best practice|Collaboration|Communication|IT service management (ITSM)|ITIL 4
Published 15 Feb 2016
To my mind, one of the most useful additions to ITIL ® Practitioner is the Guiding Principles (GP). The Guiding Principles help focus on the essential aspects for a successful ITIL adoption. They provide a powerful checklist to those responsible for ensuring an ITIL deploy...
Adopt and adapt|Behaviour|Customer experience|IT transformation|ITIL|Value
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 23 Jul 2014
Project managers - by their very nature - generally don't start a new project without an underlying belief that their project will be a success. However, what should sit alongside this optimism at the outset of a project is an equal dose of realism and a willingness to ask c...
Best Practice|PRINCE2|Project and programme management (PPM)|Project Management
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 13 Jul 2017
What’s the point of training people in project management best practices and then not using their new-found skills? Clearly, there is no point; however, this seems to be an issue among organizations according to the latest AXELOS PPM Benchmark Study 2017 – The Value of Pro...
P3M3|Processes|Project management|Project management office|Skills|Training
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 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 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 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 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 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 01 Aug 2016
The ITIL ® Practitioner guiding principles are not independent of each other. You don’t start with focus on value then, once you’ve finished that, start thinking about a different principle. All nine guiding principles work together to help ensure you do the right things...
Collaboration|Continual Service Improvement (CSI)|IT Service Management (ITSM)|IT services|Value
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 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 21 Sep 2016
Different people respond differently to a variety of types and styles of cyber awareness training. With people being the crucial early warning system in a company’s defences against cyber-attack, Ian Davies considers why boards need to understand that a one-size-fits-all ap...
Communication|Cyber resilience|Cyber-attack|RESILIA|Risk management|Training
Published 30 Sep 2016
There are a lot of misconceptions around ITIL as a tool within IT Service Management (ITSM). Some people believe that if they implement a ‘tool’ or an aspect of the guidance, they’re implementing the whole thing. Others think that if they implement a tool it will fix every...
Best practice|IT Service Management (ITSM)|ITIL|Processes|Service Management|Training
Published 02 Nov 2016
As consumers we expect a high standard of service. Either with your cell phone provider, mechanic or energy company, we’ve got used to certain standards and being treated by businesses in a certain way. Yet in a business-to-business context – including IT service management...
Behaviour|Customer engagement|Customer experience|IT Service Management (ITSM)|IT services|ITIL|Value
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 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 08 May 2017
PRINCE2 ® can, and should, be “tailored”. That means being flexible in your use of PRINCE2 when delivering projects rather than applying the method rigidly. Unfortunately, this is something many people have struggled to grasp about PRINCE2 and, as a result, shy away from us...
Best Practice|PRINCE2|Processes|Project management|Requirements|Skills
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 20 Oct 2017
Organizations can use the introduction of GDPR in May 2018 to learn more about their customers while building customer loyalty and increasing efficiency. According to John McDermott, EMEA Portfolio Manager at Hewlett Packard Enterprise (HPE), the new regulations are a busine...
Behaviour|Customer engagement|Cyber resilience|Data protection|RESILIA|Training
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 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 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 09 Jan 2019
Automation today, and certainly in the future, can do many things equally if not better than humans, providing efficiency and cost savings. Ideally this also allows people to do more interesting work. The opportunity is clear that – as artificial intelligence becomes yet m...
Benefits realization|Big Data|IT service management (ITSM)|ITIL|Knowledge management|Processes|Service management
Published 11 Apr 2019
What are the factors that make a strategic programme work? a question that might have helped the set rebuild project of the BBC’s flagship soap opera in the UK, “EastEnders”. The UK Government’s Public Accounts Committee (PAC) recently published a report into the transform...
Best practice|Frameworks|MSP|Programme management|Project and programme delivery|Stakeholder engagement|Strategy execution
Published 16 May 2019
The Service Value System Welcome back! This post is the third in a series in which I connect the key concepts of ITIL 4 . In the last article , we briefly covered concepts such as multiple stakeholders, PESTLE, and the Four Dimensions of Service Management. In this articl...
ITIL|ITIL 4|Service management
Published 21 Jun 2019
Project management has been an element of every job I’ve had. As an events manager and global assignment consultant, planning and organization were key. But it was only when I took the leap to concentrate on project management as a career that I found out just how diverse,...
Benefits realization|Certification|PRINCE2|Project management|Qualifications|Roles
Published 09 Aug 2019
If you want your projects and programmes to be successful, it is crucial that proper Stakeholder Engagement and its associated activities take place. Stakeholder Engagement is one of the practices in the new AXELOS AgileSHIFT ® product. But it is more than just a pro...
AgileSHIFT|Communication|Processes|Project and programme delivery|Project and programme management (PPM)|Stakeholder engagement
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 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 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 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 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 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 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 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 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 26 Jul 2017
Ever had the nightmare of your company being hacked and it making national news? Have you ever stood in front of your board and felt like saying ‘I told you so’? This is exactly what happened to one CSO (Chief Security Officer) in our real-life C yber Stories from the Frontl...
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 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 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 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 20 Aug 2018
Organizations are not generally well-prepared for IT service transition. Either they outsource it because they’re not good at it, or they muddle through it. Recently, I’ve witnessed some transitions which have inspired me to revisit this topic. Typically, service transi...
Business Relationship Management|Communication|Continual Service Improvement (CSI)|IT service management (ITSM)|ITIL|PRINCE2|Project planning|Training
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 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 24 Feb 2016
Good information security and cyber resilience begins with creating a solid security strategy. So, how do organizations and their CISOs or Heads of IT and security create such a strategy? There are a number of critical questions, driving factors and strategic considerations ...
Cyber resilience|Cyber-attack|Information management|Processes|RESILIA|Risk management
Published 29 Mar 2017
How do you make sure your portfolio is heading in the right, strategic direction? The quick answer is: data. Portfolio managers have access to more data than at any time in recent history. Your organization will adopt an ever-more data-driven approach to running both day-to...
MoP|Portfolio management|Project planning|Strategic objectives|Strategy execution|Value|Vision
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 11 Dec 2017
I was recently in Tokyo to meet with CIOs of Japanese businesses prior to the annual itSMF Japan conference. I was interested in asking these CIOs about their business and IT challenges, the skills they believed would be important, and their thoughts about ITIL ® and th...
Agile|Cyber security|DevOps|IT Service Management (ITSM)|Service management
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 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 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 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 08 Aug 2018
With Day 2 of Agile 2018 come and gone, as promised here are my top thoughts from the day. If you have no idea what I’m talking about, I’d highly recommend my recap of the first day . Today has had a common theme running throughout (bar one exception) of how to scale agi...
Agile|Capabilities|Communication|Project and programme delivery|Project and programme management (PPM)|Project management|Skills
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 18 Mar 2019
Recently I had a fascinating meeting with the chief executive of a start-up company who are about to disrupt an established market – this was always going to be an interesting discussion! They have established that there is a ‘Delta’ in the performance of existing companie...
Agile|AgileSHIFT|Business solutions|Collaboration|Customer experience|Stakeholder engagement|Value
Published 17 Apr 2019
Royce Dsouza began his ITIL ® journey in 2011, becoming an ITIL Expert in 2015. His ITSM career has included setting up a service management office at two Fortune 500 companies and helping to align IT with end-to-end service delivery. He has replicated this success ...
Published 04 Jun 2019
We are creators, innovators and explorers of new, shiny things. It is part of our role and we love it. Listening to the hype, the latest trends - what ones are worth our time and investment, which ones will stick around (Apple iPhone, Amazon Echo) and which ones will not make...
Change management|Frameworks|Incident management|IT services|ITIL|Knowledge management|Problem management|Resource management|Service management
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 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 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 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 28 Oct 2019
One of the most dangerous things for people in organizations to say is: “We’ve always done it this way.” While employees often don’t question or challenge the status quo , enterprises today are having to transition from the way they might have been doing things for decades....
Adopt and adapt|Agile|Behaviour|Change management|Customer engagement|DevOps|Digital transformation|Frameworks|ITIL 4
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 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 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 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 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 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 20 Mar 2020
One group who are clearly enjoying the coronavirus pandemic are cyber criminals. It’s proved yet another valuable opportunity for them to play on our fears, doubts and vulnerabilities through simple phishing scams . Yet, like regularly washing our hands to avoid getting sick...
Cyber resilience|Cyber security|Cyber-attack|Data protection|Threats|Vulnerability
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 03 Jul 2020
As organizations and their leaders start to prepare for what the “new normal” will be, they would benefit from a structured, best practice approach to this journey. Using a tried and tested method, such as PRINCE2 ® , helps address a number of critical challenges of change. ...
Best practice|Leadership|PRINCE2|Project management
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 28 Aug 2020
ITIL ® 4 is valuable for every industry, and no part of it is more universal than the guiding principles. These are about developing patterns of thinking that will lead to success in any endeavour. In fact, the principles are so broadly applicable they are found everywher...
Adopt and adapt|Best practice|ITIL 4
Published 29 Oct 2020
In today's connected world, service providers and clients share a common accountability to make business successful. The way that some might have shrugged off accountability previously just doesn’t work now and, if this continues, the outcomes won’t be favourable. Because ...
Best practice|Cloud services|Collaboration|ITIL 4
Published 19 Nov 2020
If ITIL 4’s Digital & IT Strategy (DITS) module offers strategic guidance for leading digital transformation in a volatile, uncertain, complex and ambiguous (VUCA) environment, it was made for 2020. In fact, we were still writing the DITS book when Covid-19 hit, forcing us...
Agile|Business solutions|Digital transformation|ITIL 4|Vision
Published 20 Nov 2020
On the 26 th of October, we launched the 5 th edition of Managing Successful Programmes (MSP ® ). With the launch of the new edition of the book, comes a completely redesigned qualification. The new qualification offers many benefits to candidates, and a superior learnin...
Best practice|Career progression|Certification|Examinations|MSP|MSP 5th Edition|Programme management|Project management
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 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 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 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 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 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 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 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 09 Aug 2016
The issue with Delta Air Lines’ computer system on 8 August 2016 created chaos for travellers around the world. The official reason for the systems crash was a power outage, initially described as something outside of Delta’s control, a claim that has not been backed up by t...
Information systems|IT Service Management (ITSM)|IT Services|Processes|Vulnerability
Published 21 Aug 2016
Should IT organizations worry about culture when adopting the ITIL ® framework? It is a misconception to think that they shouldn’t . Although cultural change - both behavioural and procedural - should begin long before a significant change, such as adopting ITIL, ...
Behaviour|Change management|Communication|Frameworks|ITIL|Stakeholder management
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 24 Feb 2017
We’re living in an environment where most organizations will need agile practices – methods, projects and DevOps – in order to respond to the market. Equally, most organizations still have to run some projects with a more traditional and methodical approach; that means oper...
Agile|Best Practice|Frameworks|M_o_R|PRINCE2|Project management
Published 13 Mar 2017
It’s a natural response for many IT organizations to think about how implementing tools can be the solution to IT problems. But it’s a big problem, as there’s no magic pixie dust sprinkled over a tool and it can affect people negatively as much as positively. This issue ...
Adopt and adapt|Governance|IT Service Management (ITSM)|ITIL|Processes|Requirements