Published 25 Sep 2020
Successful service interactions are achieved socially and this white paper discusses the importance of the employees role for stakeholders and the organization.
Behaviour|Capabilities|Empowerment|End-User Experience|IT service management (ITSM)|IT services|ITIL 4|Requirements|Roles|Stakeholder engagement|Value
Published 25 Jul 2020
This white paper discusses the similarities and synergies between the ITIL 4 and COBIT 2019 frameworks as well as their differences.
Frameworks|Governance|ITIL 4|Service management|Stakeholder engagement|Value
Published 13 Oct 2020
Product owners are responsible for optimizing product value and connecting development teams with the wider organization. This white paper discusses how, while every product owner is different, the core traits of a good product owner are constant.
Business information management|Collaboration|Customer engagement|End-User Experience|Information management|IT service management (ITSM)|IT services|ITIL 4|Stakeholder engagement
Published 27 May 2020
This paper describes the essential concepts and major techniques and explains why we need design thinking to enable innovation and economic progress.
Customer experience|End-User Experience|ITIL 4|Processes|Service management|Stakeholder engagement|Vision
Published 09 Apr 2020
This white paper describes how the connection between ITIL 4 and Agile frameworks can help organizations co-create value and manage services.
Agile|Collaboration|IT service management (ITSM)|IT transformation|ITIL|ITIL 4|Processes|Service management|Stakeholder engagement|Value
Published 08 Aug 2020
0.5 CPD Points
In this White Paper, lead author of PRINCE2 2009 and Director of Outperform UK Ltd Andy Murray gives an overview of PRINCE2, discussing the benefits, principles, themes and processes involved.
Best practice|Budgets|Capabilities|PRINCE2|Project and programme delivery|Project and programme management (PPM)|Project management|Stakeholder engagement
Published 12 Mar 2020
ITIL 4 Specialist: Drive Stakeholder Value provides guidance on establishing, maintaining, and developing effective service relationships.
Communication|IT service management (ITSM)|IT services|ITIL|ITIL 4|Service management
Published 02 Oct 2020
The purpose of this white paper is to provide an overview of the importance of the project board within the PRINCE2® method. The white paper highlights the activities, duties, and required behaviours of project board members as described in Directing Successful Projects with P...
Best practice|PRINCE2|Project management|Project planning|Senior management commitment
Published 19 May 2020
This white paper uses fictional case studies to illustrate the key elements of ideal relationships between services, IT management, and non-IT domains.
Customer experience|Customer needs|IT service management (ITSM)|IT services|ITIL
Published 16 Apr 2020
0.5 CPD Points
This Discussion Paper explores the ever changing cyber risk landscape and the challenges that Non-Executive Directors (NEDs) and other members of risk committees may face in understanding cyber risk and how these problems can be addressed.
Cyber Resilience|Cyber security|Cyber-Attack|Data Protection|Information Management|Threats|Vulnerability