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 19 Mar 2021
How does the level and nature of risk in IT and service management in the pre-digital business era compare to today? The IT risks faced by our forebearers were significant: for example, failing to meet internal customers’ expectations, missed service level agreements (SLAs...
Adopt and adapt|Best practice|Cyber security|ITIL 4|Risk 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