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 08 Oct 2021
The trigger for changing service management in Australia has been the shift in the latest version of ITIL®. ITIL 4’s focus on recognized value and digital strategy now enables us to show business that it needs IT on the board to make the best strategic decisions. This is n...
Adopt and adapt|ITIL 4|Service management|Value
Published 05 Aug 2021
Managing projects well requires a proper approach: a method that supports you and makes things easier to handle, as change initiatives are difficult enough already. The choice of project management method for professionals has, traditionally, been based on geography with P...
Adopt and adapt|Best practice|Frameworks|PRINCE2|Project management
Published 21 Jul 2021
In IT service management (ITSM) the IT incident – typically – is a transaction: something that comes in, generates a ticket, someone takes an action and “spits” it out at the other end. Reflecting on this reminds me of my first role in IT, working as a help desk analyst. Wha...
IT service management (ITSM)|ITIL 4
Published 15 Oct 2021
Why are the themes in Managing Successful Programmes (MSP®) valuable for programme management? For simplicity’s sake, in MSP 5 th edition , whilst the principles are akin to rules that should be followed and the processes define a programme’s lifecycle, the seven themes ou...
Adopt and adapt|MSP 5th Edition|Programme management
Published 24 Sep 2021
From my first role in IT service management, ITIL was the foundation for successful best practice. Working as first level support – with the ambition to become a manager of a service integration or IT operations team – the job was about incident, request, problem, change man...
Best practice|ITIL 4|Value
Published 10 Sep 2021
Focusing on how you can manage assets to deliver services is at the heart of ITIL® 4’s workforce and talent management practice. While workforce management concentrates on human resources delivering services, talent management ensures you have the right people with right ski...
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 Jul 2021
There’s a long list of innovations that have – in many ways – transformed industries, the way we live our lives and even the future of our planet. A non-exhaustive list could include: Electric cars: calling time on the internal combustion engine Netflix: From renting ...
IT services|ITIL 4|Service management
Published 21 Sep 2021
In the current world of remoteness and uncertainty about places of work, language and common understanding take on a new level of importance. My work over the past four to five years has involved bringing people together in organizations to use ITSM effectively. This has be...
Collaboration|IT service management (ITSM)|ITIL 4
Published 07 Oct 2021
It’s ridiculous that IT and business are still talked about as separate entities in 2021. Yes, it’s getting better but it’s still based on outdated attitudes and mindsets. Today, everyone in an organization should understand what they’re contributing to and why. However, hi...
Collaboration|Communication|IT services|ITIL 4
Published 13 Dec 2019
In this ITIL ® 4 Q&A, Dinara Adyrbai explains the development of the 34 management practices and how they relate to ITIL processes: Q: Processes in ITSM are about structure, defined inputs/outputs and objectives – with ITIL 4, do we need processes anymore? A: Yes, we...
Adopt and adapt|ITIL|ITIL 4|Knowledge management|Processes|Service management|Value
Published 12 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 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 11 Mar 2019
As an experienced ITSM professional I am fortunate to have a wide network of colleagues and friends within the sector and from the many conversations I have had, I came to the realization that most of us are unhappy with our IT service management tools . This got me thinking...
Digital transformation|IT service management (ITSM)|IT services|ITIL|Service management|Value
Published 18 Oct 2021
To what extent do agile advocates anticipate that agile projects can go awry? Rarely. Now that agile practices have almost grabbed “centre stage” (where project management tended to remain in the background) there is commonly little consideration of the question: “is Agile ...
Agile|PRINCE2 Agile|Problem management|Project management|Project planning
Published 28 Jan 2021
When an organization is going through a rapid modernization programme – and ultimately digital transformation – it needs clarity around its operating model. This is not just about having an organizational chart but rather the capabilities an enterprise needs to invest in....
Certification|Customer experience|Digital transformation|ITIL 4
Published 18 Mar 2020
With 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 developed as stra...
Agile|ITIL 4|Key performance indicators (KPIs)|Processes|Service catalogue|Service management