Published 22 Nov 2019
The new ITIL ® 4 Direct, Plan and Improve (DPI) module , leading to the ITIL Strategist qualification, provides essential knowledge and capabilities that a service management professional should acquire beyond Foundation level. The module – which is applicable to both ITI...
Capabilities|Certification|ITIL 4|Service management|Skills|Strategy execution|Value
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 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 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 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 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 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 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 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 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 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 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 30 Nov 2018
How does an organization instil the required discipline to align portfolios and hold itself to account? Step 1: Business forecast New market opportunities drive strategic change . This means the first step should be to look at what kind of an organization you need to b...
Benefits realization|Business information management|Portfolio management|Programme management|Project and programme management (PPM)|Project management|Strategic objectives|Strategy execution
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 20 Mar 2019
Today’s organizations are subject to continual change and the rate of change is increasing . There are many dynamic and contradictory factors for this; including innovations in technology, changes in the economic, social and political landscape, and more demands from regulat...
Benefits realization|Frameworks|MSP|Programme management|Stakeholder engagement|Strategy execution
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 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 12 Oct 2020
The lack of “strategic mindset” capability is – I believe – a clear and present problem in industry. Where, previously, there were generalists with broader skills, today we have more specialists – or subject matter experts. This is not inherently bad, but it has forced some ...
Best practice|MSP|PRINCE2|Programme management|Project management|Strategy execution
Published 13 Sep 2017
Organizational and project change is difficult because – primarily – it involves humans who are programmed to like the status quo. Businesses underestimate the impact of change management at their peril. However, the tendency is to focus on project management delivery, st...
Change management|Communication|MSP|Project management|Skills|Stakeholder engagement
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 22 Oct 2020
How does ITIL ® enable organizations to tackle a VUCA environment (Volatile, Uncertain, Complex, and Ambiguous) such as the current pandemic? The current situation warrants significant changes in dealing with improvement initiatives because the measurements and metrics th...
Best practice|Collaboration|IT service management (ITSM)|ITIL 4|Strategy execution|Vision
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 03 Sep 2020
What is digital strategy and how can ITIL ® 4’s strategy management, workforce and talent management and Organizational Change Management practices support organizations on that journey? This and more were the focus of a recent webinar featuring ITIL 4 authors Davi...
Best practice|Change management|Digital transformation|ITIL 4
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 07 Nov 2019
AgileSHIFT ® addresses the concept of VUCA, referring to volatility, uncertainty, complexity and ambiguity as a driver for change. The concept is used to describe the chaotic, turbulent and rapidly changing business environment that has become the “new normal” for organiza...
Agile|AgileSHIFT|Behaviour|Business information management|Change management|Digital transformation|IT transformation|Leadership|Strategy execution|Vision
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 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 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 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 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 22 May 2020
Technology has helped companies make the transition to remote working that was necessary over the past months. Organizations have had to react fast to come up with temporary solutions. Many employees are now able to work from home , services have been moved to the digital s...
Best practice|Cloud computing|Digital transformation|Frameworks|Leadership|Service management|Strategy execution
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 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 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 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 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
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 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 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 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 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 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 20 May 2019
AgileSHIFT , one of the latest best practice solutions from AXELOS introduces a new concept, the delta. But what is it, and how do we use it? The purpose of the delta is to illustrate how organizations need to think in order to be more resilient to disruption . If we loo...
AgileSHIFT|Behaviour|Business solutions|Customer needs|Digital transformation|End-User Experience|Strategy execution|Threats
Published 11 Jun 2019
How using MSP can help organize a successful music festival It’s the time of year when it seems everyone is getting excited about music festivals. But what is it like behind the scenes? Do organizers think of Woodstock in 1969? Love peace, and “everywhere was a song and a c...
Frameworks|MSP|Programme management|Strategy execution|Threats|Value
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 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 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 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 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 16 Jun 2020
Some projects are better managed under a Waterfall approach while others are better managed using an Agile approach. However, The PRINCE2 Agile ® course and certification allowed me to understand the needs of project stakeholders and apply the best combination of the two me...
Agile|Certification|Learning|PRINCE2|PRINCE2 Agile|Project management|Project planning