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 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 27 Nov 2020
Projects in business are about change: introducing new products and capabilities and making improvements. Digital transformation – something we hear frequently these days in the USA and elsewhere – is very much about applying digital IT solutions to change the way organizati...
Best practice|Certification|Frameworks|PRINCE2|Project management|Stakeholder engagement
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 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 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 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 04 Aug 2017
There are several reasons why you might need to tell the story of ITIL . Maybe you’re trying to get your current employer to adopt a process, pitching to get some additional training budget or explaining how your organization uses ITIL as part of a new business bid or te...
Customer needs|IT Service Management (ITSM)|ITIL|Learning|Training|Value
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 13 Dec 2018
When I was a junior consultant, I viewed project assurance with more than some trepidation. The scrutiny poured on my work by the manager felt like a school examination (which I was not passing). I had been cramming the previous night, checking project descriptions, ensuring ...
CPD|Management|Project and programme management (PPM)|Project management
Published 05 Oct 2016
Cyber security, today, is often very technology-based with a focus on technical issues such as firewalls and virus scanning software. While technology is an important part of the cyber defence, it is important not to neglect strategy in identifying what controls an organi...
Cyber resilience|Examinations|RESILIA|Risk management|Threats|Vulnerability
Published 15 Sep 2017
People wanting to progress their careers and make a difference in IT and IT service management (ITSM) roles need to concentrate on three major issues: their customer, the services they need, and the value they should be providing. Avoiding the sport of “framework hunting” i...
Agile|Continual Service Improvement (CSI)|Customer engagement|DevOps|IT service management (ITSM)|ITIL
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 20 Feb 2020
How does High-velocity IT (HVIT) in ITIL ® 4 help organizations develop the capability to integrate new technology and reduce their services' speed to market? The challenge in a product/service environment is developing the product, harnessing the technology, involving st...
Digital transformation|Frameworks|IT services|ITIL 4|Skills|Value
Published 24 Mar 2016
This is the first in a series of conversations with Nick Wilding and leading cyber resilience commentators and practitioners from around the world. Who should countries and companies learn from when thinking about cyber resilience? Estonia has been described in tech pub...
Published 11 Dec 2017
1. In your service management experience, how much of a foundation does ITIL provide? ITIL ® provides a deep foundation when it comes to IT Service Management. One of the reasons is because ITIL is a framework. It is a set of best practices that focuses on aligning IT s...
Continual Service Improvement (CSI)|IT Service Management (ITSM)|ITIL|Processes|Service management|Value
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 03 Sep 2018
Traditionally, ITSM has not been agile. People have tended to focus more on having robust processes and rather than considering “what do we need?”, they have asked “what more can we put in to processes ?”. This level of “over-control” has happened because of over-enginee...
Agile|Customer needs|IT service management (ITSM)|ITIL|Processes|Stakeholder engagement
Published 08 Oct 2018
One of the major challenges for IT is that it still operates in a silo . An organization might understand its strategy, but the IT goals are often not aligned with the strategy; equally, there may not be a holistic view across the business and IT. This needs a mindset s...
Business Relationship Management|DevOps|Digital transformation|IT service management (ITSM)|ITIL|Service management
Published 05 Mar 2019
After 14 years’ working in project management-related roles in complex environments, Andrea Vecchi – now Head of PMO at solar power company, Sonnedix – was introduced to programme management. Here he recounts his learning and certification journey, including 12 months of st...
Certification|MSP|PRINCE2|Programme management|Project management|Strategic objectives
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 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 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 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 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 19 Sep 2016
Many people associate ITIL’s core books with managing incidents and problems. This focus on break/fix scenarios is probably historical, but the misconception is still very much alive. Having been an ITIL trainer for more than 15 years and practising even longer, the o...
Incident management|Infrastructure|IT service management (ITSM)|IT services|ITIL|Processes
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 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 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 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 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 17 Mar 2017
In my career I’ve been part of a variety of service transition projects and while every project is unique there are key aspects that should always be considered. Make a plan A robust transition plan should always be the first step in any project and every plan shoul...
Behaviour|Best Practice|Communication|ITIL|Service Management|Value
Published 04 Apr 2019
With so much hype today about artificial intelligence, IT service providers need to weed out the facts from the fiction to develop as successful strategy . The most promising area of study and research in artificial intelligence for ITSM is in machine learning or teaching co...
IT service management (ITSM)|IT services|Service management|Strategic objectives|Value
Published 22 May 2019
ITIL Intermediate’s Service Design (SD) module provides one of the most important approaches to deliver a service that works and enables value creation. Without employing SD and, for example, moving to transition without much design and attention to processes there is a ...
Agile|Customer engagement|DevOps|IT service management (ITSM)|IT services|ITIL|Value
Published 23 Apr 2015
When I read about the latest cyber attack in the press I wonder how the ordinary person in the street is responding to the same story. Do they feel interested or intrigued? Do they want to understand more? Do they feel that they have a part to play? I suspect most don’t but i...
Published 01 Sep 2020
Lockdown for project managers has been almost like a forced training exercise: how to respond to the unexpected in the right way. That has meant understanding the risks when there are so many unknowns and what we need to do to manage an ever-changing situation. However, hav...
Published 15 Apr 2016
When I first learnt about ITIL Practitioner , I was somewhat sceptical about its value and, in particular, how it would work for candidates with a wide range of ITIL backgrounds, knowledge and job roles. Thinking about training someone at ITIL Foundation stage in the...
Capabilities|IT Service Management (ITSM)|ITIL|Qualifications|Skills|Training
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 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 30 May 2017
AXELOS’ Future ITSM Professional report predicts a growing need for people working in ITSM to adopt a more strategic role as service management principles spread beyond IT and throughout organizations. Service management consultant, Lisa Hodges, reflects on the findings: ...
Collaboration|DevOps|IT Service Management (ITSM)|ITIL|Processes|Skills
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 15 Nov 2017
When considering your ability to deliver projects, programmes and manage portfolios, you should always consider things from an organizational perspective first. Sounds obvious, right? Though this thinking is not new, it has been gaining a lot more traction in recent yea...
Published 08 Jun 2018
The idea that there should be a disconnect between IT and the organization it operates within is, clearly, an insane proposition. Over the past 40 years we’ve recognized that there should be alignment, indeed convergence, between business and IT – and yet we’re still ...
Business Relationship Management|IT services|IT transformation|ITIL|Leadership|Skills|Value
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 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 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 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 Aug 2019
For any operational department it’s obligatory to have processes and an approach to things – otherwise it would all be chaos! In my view, if you don’t adopt and adapt knowledge from one of the IT operational approaches such as the ITIL® Intermediate module, Operational Supp...
Customer experience|Incident management|IT services|ITIL|Problem management|Processes|Value
Published 12 Aug 2020
Why is a service management office (SMO) an important function today – and how should it interact with a project/programme management office (PMO)? To operate successfully in a high-velocity IT world, organizations need to progress iteratively, collaborate and automate. Ther...
IT service management (ITSM)|Project and programme management (PPM)|Project management office|Service management