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
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 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 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 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 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 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
Published 20 Jul 2016
Okay, I don’t usually quote Shakespeare, but there’s one line that I’ve remembered since I was at school in England. It comes from Othello : “Reputation, reputation, reputation! O, I have lost my reputation! I have lost the immortal part of myself.” All the publicity aro...
Cyber resilience|Cyber-attack|Identity|IT services|RESILIA|Vulnerability
Published 25 Nov 2016
Hi everyone, thanks for listening to first audio interview brought to you by the ITIL ® team. We hope you enjoy it. Listen to the interview We’re getting off to a flying start with two stellar interviewees: Gene Kim (IT Revolution Press, co-author of The Phoenix Pr...
Collaboration|IT Service Management (ITSM)|ITIL|Training|Value
Published 10 Mar 2017
In early December 2016, Kaimar Karu and I found ourselves in Portland, Oregon running a workshop with Jon Terry, Shane Carlson, and Kevin Behr. Over dinner one night, we started talking about Enterprise Service Management (ESM). Differences in opinion started to surface, and ...
Best Practice|IT Service Management (ITSM)|IT services|Processes|Service management|Value
Published 20 Jun 2019
As usual, reading an article by Paul Wilkinson , is always a refreshing experience with food for thought. That wasn’t any different when I started reading his AXELOS blog on " the evolution in ITSM part 1 ". However, when reading the following paragraph, I experienced a ‘fu...
Agile|Certification|IT service management (ITSM)|ITIL 4|Service management|Training
Published 18 Jul 2017
The value of programme and project assurance can be described as the process of checking that a programme or project makes the right commitments to the business and then delivers on those commitments. Assurance provides an independent, confidential, objective view of progra...
Capabilities|Processes|Project and programme delivery|Risk management|Strategic objectives|Value
Published 15 Aug 2019
Executive Summary We all are aware of the three fundamental principles of People, Process and Technology. Every organization focuses on these three elements. The people factor in all the above has been limited to reskilling in new technologies and training on methodologies a...
Behaviour|Digital transformation|IT service management (ITSM)|Knowledge management|Resource management|Service management|Skills
Published 11 Oct 2017
At AXELOS, we like to explore new ways of working, as well as new ways of learning. One such way is experiential learning (or ‘learning by doing’ as it’s more colloquially known). Earlier this year, Paul Wilkinson from GamingWorks proposed running the [email protected]
Continual Service Improvement (CSI)|IT Service Management (ITSM)|Learning|Roles|Value
Published 29 Oct 2015
When Dido Harding, the CEO of TalkTalk, recently announced there was a chance that all their four million customers’ personal data might have been compromised, she could not have imagined the tsunami of press and media coverage that resulted. It all happened so quickly – 48 ...
Confidentiality|Cyber Resilience|Cyber-attack|Data Protection|Risk management|Sensitive data|Vulnerability
Published 02 Dec 2015
You only have to be a casual follower of the news to see that cyber attacks and the resulting damaging data breaches are happening with greater frequency. TalkTalk and JP Morgan are just two of the latest high profile companies to show their vulnerability to cyber crime....
Best Practice|Cyber Resilience|Cyber-attack|ITIL|Processes|RESILIA|Risk management|Vulnerability
Published 10 Feb 2016
Does your organization have a problem with delivering projects and are you wrestling with the question: “how do we start to improve our projects?” It might seem like a simple question but the answer is more complex. This is because there is no universal right answer, as dif...
Maturity models|P3M3|Programme management|Project and programme delivery|Project management|Stakeholder management
Published 15 Aug 2016
In the past 30 years the Northern Ireland Civil Service has seen an increased focus on delivering change and less on “business as usual” activity. This demand for improved public services has changed the way these services are delivered and that requires a much more robust a...
Best practice|Change management|Governance|MSP|PRINCE2|PRINCE2 Agile
Published 20 Apr 2017
Obtaining an IT Service Management (ITSM) certification such as ITIL ® Foundation always requires an investment of time and money and begs the question: is it worth it? ITIL Foundation gives you the opportunity to put theory into practice immediately. This is important a...
Published 24 Aug 2018
How do you implement ITIL ® successfully? Hang on a minute – is that even the right question? My answer to the question is this: you can’t. That’s because ITIL is a framework of guidance it isn’t something to be implemented; everything you do with ITIL and ITSM is abou...
Capabilities|Frameworks|Governance|IT service management (ITSM)|ITIL|Value|Vision
Published 17 Dec 2018
Organizations going through digital transformation can’t afford to use a tick-box exercise when it comes to using best practices like ITIL ® . Too many organizations find themselves going through the motions of adopting best practice when they need to. They might have good...
Adopt and adapt|Best practice|Digital transformation|IT service management (ITSM)|IT services|ITIL|Service management
Published 06 Feb 2019
The latest AXELOS PPM benchmarking survey is now live and we are asking our PPM community to share their views and insights on project and programme management, looking at the market now and in the future. AXELOS PPM Ambassador, Allan Thomson, shares his thoughts...
Career progression|Certification|MSP|PRINCE2|Professional development|Programme management|Project and programme delivery|Project and programme management (PPM)|Project management
Published 23 Jul 2014
Project managers - by their very nature - generally don't start a new project without an underlying belief that their project will be a success. However, what should sit alongside this optimism at the outset of a project is an equal dose of realism and a willingness to ask c...
Best Practice|PRINCE2|Project and programme management (PPM)|Project Management
Published 22 Jan 2016
IT professionals do not typically focus on delivering value to customers and that’s because service providers in general don’t understand what value is – it’s not quantifiable, it’s not tangible, it’s not definable, it’s not measureable and so it can frighten them. Manageme...
Customer engagement|IT Service Management (ITSM)|IT services|ITIL|Processes|Service catalogue|Value
Published 31 Mar 2016
This is the second in a series of conversations between Nick Wilding and leading cyber resilience commentators and practitioners from around the world and also Nick's second discussion with Karoliina Ainge, head of Estonian cyber security policy. In 2015 AXELOS launched i...
Published 20 Jan 2016
If you believe Darwin was right when he said that survival is about being adaptable to change, it is fair to say that the decisions you are making today about the change projects being delivered in your organization are crucial to ongoing survival of your organization. Over...
Best Practice|Change management|Leadership|MoP|Portfolio management|Project and programme delivery
Published 09 Mar 2016
Do you have what it takes to be a Business Relationship Manager (BRM) ? What does a BRM do? The role is responsible for building relationships between the IT organization and the business units to ensure IT services meet the needs of business customers. BRMs collaborate...
Business information management|Capabilities|Collaboration|IT services|Requirements|Skills
Published 05 May 2016
What is ITIL Practitioner and how does it complement existing ITIL accreditations? ITIL ® Practitioner is an addition to the ITIL portfolio and, ultimately, it helps professionals who’ve completed any level of ITIL training from Foundation onwards to develop the ski...
Adopt and adapt|IT Service Management (ITSM)|ITIL|Skills|Training
Published 01 Jun 2017
Hitesh Patel demystifies the role and qualities of the Service Delivery Manager and where ITIL® Practitioner’s best practice guidance can support their work: Service Delivery Manager (SDM) is a role many people struggle with within IT Service Management (ITSM) and, for...
Business Relationship Management|Customer engagement|IT Service Management (ITSM)|ITIL|Requirements|Roles|Skills
Published 07 Aug 2017
Certifying in ITIL Practitioner has been an opportunity for growth and understanding of how IT service management (ITSM) delivers value in the government organization I work for. In fact, its 9 Guiding Principles have become part of my vision statement because I feel they...
Continual Service Improvement (CSI)|IT Service Management (ITSM)|ITIL|Value|Vision
Published 18 Oct 2017
What can project managers do to improve their skills and capabilities and – in turn – the performance of project teams? Have a best practice mindset To be truly effective, you need to know your chosen project management method – such as PRINCE2 ® – in ...
Capabilities|Communication|PRINCE2|Project management|Skills|Stakeholder engagement
Published 15 Dec 2017
The need for speed has reached boiling point in IT service management (ITSM). Organizations’ ability to react to this in 2018 – especially in ITSM – will be the difference between surviving and thriving or withering and being outsourced. Those that have already adopted b...
Change management|Incident management|IT Service Management (ITSM)|ITIL|PRINCE2|Service management
Published 08 Jan 2018
2017 was certainly an interesting year for project management and 2018 looks set to be equally eventful. In a positive move for the industry, the Association for Project Management (APM) received its Royal Charter . This is a major step forward for the profession and tak...
Published 01 Feb 2019
What leadership techniques and understanding of behaviour should project boards and project managers use for organizational transformation? Set the strategic vision Taking the example of AXELOS’ work on updating PRINCE2 ® in 2017 , our vision was focused on the se...
Agile|Behaviour|Change management|Communication|Digital transformation|Leadership|PRINCE2|Project management
Published 22 Mar 2019
IT service management – at the turn of the century and before ITIL® v2 – was as difficult to manage as landing on the moon and finding a state of anarchy. But – in my career post-ITIL v2 – I discovered a common language, a glossary, definitions of service level agreements ...
Best practice|Certification|IT service management (ITSM)|ITIL|Learning|PRINCE2|Training
Published 15 May 2019
This week, we celebrate the annual Learning at Work Week , a national event that celebrates professional development and lifelong learning in the workplace. All over the UK, organisations are running activities and workshops to empower professionals with new skills and know...
Published 29 Jul 2019
According to the recently published AXELOS PPM Benchmarking Report 2019 , project managers are facing multiple challenges in their day-to-day roles. PRINCE2 ® is becoming more important than ever when we examine some of these key challenges and how PRINCE2 can help. ...
Published 10 Sep 2019
Many professionals are given the responsibility for running projects without even realizing it. Although this can happen for any number of reasons, in my experience, there are generally two routes into this “unofficial” project manager role . Does this sound familiar? The ...
Certification|Communication|PRINCE2|PRINCE2 Agile|Project management|Training
Published 11 Oct 2019
Today’s organizations need greater flexibility to create new products and services, which requires agility to build, test and deploy much faster. This need has led to movements such as DevOps and – in fact – ITIL ® 4 , the latest evolution of the ITIL best practice framewo...
Agile|Benefits realization|DevOps|Digital transformation|Frameworks|ITIL 4|Value
Published 23 Oct 2019
Five years ago, after more than 21 years with Ashland in multiple business roles, I was appointed director of IT customer support and service delivery. Unfortunately, I had zero traditional IT knowledge. I literally Googled “IT education” and found the word ITIL ® . Fast for...
Customer needs|IT service management (ITSM)|ITIL|ITIL 4|Processes|Requirements
Published 23 Dec 2019
As the world has kept moving, we’ve been exploring more about managing customer journeys, value streams and leveraging cultural models to improve the velocity of IT . So, as things have evolved ITIL ® needed to change to reflect that; consequently, ITIL 4 is very much a tr...
Agile|Customer needs|DevOps|Frameworks|IT transformation|ITIL 4|Stakeholder engagement|Value
Published 03 Jun 2020
Working on your career development and progression is a good use of time while on furlough or with hours to spare during the present pandemic. Whether you’re an existing project manager or someone who wants to further their business skills and employability, investing in yo...
Agile|Career planning|Career progression|Empowerment|Governance|Leadership|Learning|PRINCE2|Project management|Skills|Training
Published 31 Mar 2016
Q: When is an iceberg not just a large block of ice that can sink ships? A: When it’s the hidden iceberg of attitude, behaviour and culture that stops an organization getting the full benefit from implementing ITIL ® . For example, a large European bank had adopted ...
Collaboration|Continual Service Improvement (CSI)|ITIL|Processes|Skills|Training|Value
Published 04 May 2018
Like their traditional counterparts, organizations that are struggling with Agile face the lack of executive involvement . Despite Agile’s success in addressing software development issues, it hasn’t addressed strategic leadership. This is where I believe the real issue i...
Agile|Certification|Customer needs|Project management|Strategic objectives|Value
Published 17 Sep 2018
Digital transformation offers organizations the potential to compete, stay relevant and reduce the cost of delivering services to customers and running business processes. IT service management (ITSM) provides a structured process, approach and common language along wit...
Benefits realization|Digital transformation|Governance|IT service management (ITSM)|ITIL|Processes|Training
Published 02 Jul 2014
Before any discussion about ITIL's "adopt and adapt" approach, it's important that we dispel some ITIL myths. The principal myths state that ITIL is: Useful for large organizations only Bureaucratic Time consuming Non-Agile Prescriptive. Traditionally, ITIL's commun...
Adopt And Adapt|Best Practice|IT Services|ITIL|Service Desk|Service Management
Published 27 Jan 2015
Improving IT Service Management in 2015 For me the main issue with improving ITSM is that we often spend too much time contemplating our own navel instead of making things happen! As an industry we are very good at theorizing and discussing ideas both old and new, but makin...
Best Practice|Continual Service Improvement (CSI)|Information Management|IT Service Management (ITSM)|IT Services|ITIL
Published 10 Mar 2015
“It won’t work if organizations expect IT people to pick up an ITIL ® book or go on a training course and then implement successful service management solutions. “Organizations and people need to ‘adopt and adapt’ ITIL to the specific and unique requirements of their b...
Best Practice|Capabilities|Change management|IT service management (ITSM)|ITIL|Processes|Service Management
Published 11 Dec 2015
The new ITIL ® Practitioner qualification is about giving IT Service Management (ITSM) professionals practical guidance that allows them to truly adapt and adopt ITIL® in their organization. Practitioner is very much going to be about continual improvement as much as...
Best Practice|Certification|Communication|IT Service Management (ITSM)|ITIL|Processes|Service Management
Published 04 Feb 2016
The transition from project to programme management means being able to adapt and to draw upon a set of different skills as programme management is more than just being able to manage multiple projects. Where a Project Manager can deliver against a set of pre-defined goals a...
Best Practice|MSP|PRINCE2|Programme management|Project and programme management (PPM)|Project management|Requirements|Skills
Published 02 Mar 2016
When thinking about cyber resilience, just how important do you believe the people in your organization are? All your people, from top to bottom? You have heard the expression, ‘ People, Process, and Technology’ a thousand times. But which is the most critical of the three...
Cyber resilience|Cyber-attack|Information management|Processes|RESILIA|Risk management|Vulnerability
Published 22 Mar 2016
The effect of IT service management (ITSM) transformation or improvement initiatives is not only about the business; the mental and emotional impact on the way people work and behave is a major factor – not everyone likes change. That’s why collaboration – one of the ...
Collaboration|Continual Service Improvement (CSI)|IT Service Management (ITSM)|IT transformation|ITIL|Stakeholder engagement
Published 11 Apr 2016
Managing projects and programmes differs based on the objectives each tends to have. Where project management focuses on one specific element to address a particular business process, programme management not only has a greater monetary value but also a wider range of people...
Communication|MSP|PRINCE2|Processes|Project and programme delivery|Project management|Requirements|Stakeholder management
Published 20 Apr 2016
One hundred percent of US Fortune 100 companies use the ITIL framework to manage, govern and keep their IT environment safe, so why isn’t ITIL training a priority at all of these organizations? In the past, product lifecycles were longer. You would develop a product, pu...
IT Service Management (ITSM)|ITIL|Knowledge management|RESILIA|Skills|Training
Published 25 Apr 2016
Dr Guy Brown is an academic in business, management and leadership with a background in designing and developing contemporary and vocational learning for companies and work-based learners. He leads Northumbria University London campus and works with organizations and profes...
CPD|Learning|MSP|PRINCE2|Programme management|Project and programme management (PPM)|Project management|Skills
Published 19 May 2016
There are a number of challenges faced by IT Service Management (ITSM) professionals in the operational space but, broadly speaking, the ITIL Practitioner can be used to address three key areas: measurement; communication; and education. Measurement Metrics are often a...
Communication|Customer experience|IT Service Management (ITSM)|ITIL|Service desk|Training
Published 23 May 2016
As part of our ITIL Practitioner Global Summit Michael presented a session on Small scale ITSM implementation and ITIL Practitioner . Watch the video and read his new blog post also discussing this topic. How do you apply a large, comprehensive framework like ITIL ®...
Behaviour|Change management|IT Service Management (ITSM)|ITIL
Published 20 Jun 2016
What do individual people know about using agile delivery methods for projects that organizations don’t? According to AXELOS’ 2016 PRINCE2 ® Report , individuals are embracing agile methods more than organizations: 81% in a sample of 2,400 see the value of working in an ag...
Agile|Collaboration|Governance|PRINCE2|PRINCE2 Agile|Project management
Published 08 Sep 2016
In this guest blog post Rear Admiral Malcolm Cree, recently retired from the Royal Navy, describes how he led a major change programme to implement the new delegated defence operating model following Lord Levene’s Defence Reform report. This was about bringing programme...
MoP|Portfolio management|Processes|Programme management
Published 26 Sep 2016
Daniel Breston shares his thoughts on why it’s a misconception that ITIL is incompatible with other practices: Practices such as lean, agile and DevOps can’t be successful without ITIL . Each of them needs to go from idea to realization, be supported in operations a...
Adopt and adapt|Agile|Frameworks|IT Service Management (ITSM)|ITIL|Processes
Published 28 Sep 2016
What is the current state of project management and Project Managers? At the turn of 2016, PM Perspectives Blog - in its top 10 project management trends post - said: “Project management is no longer boxed away in a corner of the room. It stands front and centre and is b...
Certification|PRINCE2|PRINCE2 Agile|Project management|Requirements|Stakeholder management
Published 30 Sep 2016
There are a lot of misconceptions around ITIL as a tool within IT Service Management (ITSM). Some people believe that if they implement a ‘tool’ or an aspect of the guidance, they’re implementing the whole thing. Others think that if they implement a tool it will fix every...
Best practice|IT Service Management (ITSM)|ITIL|Processes|Service Management|Training
Published 28 Oct 2016
One of the reasons why businesses overcomplicate processes in transition projects is because they are trying to develop an approach that meets all the principles of best practice. Quite often, the people in charge or accountable for transition projects want to achieve perfec...
Continual Service Improvement (CSI)|IT Service Management (ITSM)|ITIL|Processes|Service desk|Value
Published 04 Nov 2016
Approximately 70% of all IT Service Management (ITSM) transformation projects fail according to researchers from Gartner to McKinsey. And among those projects that fail, the same researchers uncovered that about half were unsuccessful because of internal resistance. The firs...
Collaboration|Governance|IT Service Management (ITSM)|ITIL|Leadership|Project management
Published 17 May 2017
Rarely does an organization design its project management method from scratch. Instead it needs to be aware of the standards, best practice methods and bodies of knowledge related to project management (e.g. BS 6079 , PRINCE2 ® , PMI’s PMBOK ® and APM’s Body of Knowle...
Best practice|Governance|Methodologies|PRINCE2|Project and programme delivery|Project management
Published 09 Feb 2018
What is GDPR, why should you care and how can AXELOS’ RESILIA™ best practice help you manage it? ITSM consultant and trainer, Stuart Rance has addressed these critical questions in AXELOS’ “ GDPR: Beyond Compliance ” White Paper. Handing over personal data to an organiza...
Cyber resilience|RESILIA|Risk management|Sensitive data|Training
Published 29 Jan 2018
30 years ago, researchers and companies used to ask: how do we harmonize IT and the business? Today, we’re no longer talking about harmonizing, aligning and integrating IT and the business : the business is technology! Organizations that understand this are already at ...
Customer needs|Frameworks|IT Service Management (ITSM)|IT Services|ITIL|Value
Published 26 Feb 2018
2017 was the year of the “lean IT” revolution, trying to bring frameworks together and figuring out how they can all play in the same sandpit. That means understanding how to get cohesion between the likes of ITIL ® , Agile, Six Sigma and COBIT in a way that adds value ...
Best Practice|Customer experience|Frameworks|IT services|ITIL|Problem management|Skills
Published 28 Jun 2018
Organizations today are struggling to stay responsive and effective in the face of constant change. Most are struggling just to catch up with, let alone get in front of, the accelerating turbulence that seems to infect every industry being impacted by ‘macro disruption’: A te...
Change management|Digital transformation|Leadership|Problem management
Published 30 Aug 2018
With system breaches at universities doubling over the past two years, cyber-resilience is an increasing concern. In the first of two blog posts Kuldip Sandhu, Higher and Further Education Consultant, Innovative Quality Solutions looks at the challenges and considers soluti...
Behaviour|Cyber resilience|Cyber security|Cyber-attack|Learning|RESILIA|Training
Published 11 Sep 2018
Many small companies and even departments in larger enterprises simply don’t have the need for a dedicated project manager and, more often than not, will appoint someone from within the business to run projects on a case-by-case basis. Selection is usually made on the gro...
Agile|Governance|PRINCE2|Project management|Project planning|Training
Published 22 Oct 2018
Organizational transformation is built on ITIL ® best practices. And, from what I’ve seen from the frontline, the need for this still exists. In fact, there is so much work still to be accomplished among organizations that I could be busy for years and years! As a consul...
Adopt and adapt|Best practice|Continual Service Improvement (CSI)|IT service management (ITSM)|IT services|IT transformation|ITIL
Published 29 Jan 2019
If you’re considering a career in project management , the first step is to think about whether your goals, skills and natural aptitude fully align with what is required. I started my project career when I was supporting a small project and realized I wanted to have a bigg...
Agile|Career planning|Certification|PRINCE2|Project management|Skills
Published 26 Feb 2019
Stakeholder engagement is absolutely vital whether you are operating in a portfolio, programme or project activity. It is the means by which you gain support for your change initiatives allowing them to progress through the organization. Stakeholders generally do not appre...
Communication|MSP|Portfolio management|Programme management|Project management|Stakeholder engagement
Published 12 Mar 2019
I ’m often asked how to apply agile principles in project management to ensure customers get the end product they need. Knowing what a final product will do – and how it will do it – is essential; defining that clearly is the purpose of a requirement in the PRINCE2 Agile...
Agile|Governance|PRINCE2|PRINCE2 Agile|Project management|Requirements|Skills
Published 08 May 2019
The major reason I think ITIL ® practitioners should be looking at the Intermediate module – Release, Control and Validation – is summarized in one word: DevOps. DevOps has become the latest way to describe collaboration, agile, and leaner enterprise working but ITIL’s R...
Agile|DevOps|IT services|ITIL|Knowledge management|Service management
Published 16 May 2019
The Service Value System Welcome back! This post is the third in a series in which I connect the key concepts of ITIL 4 . In the last article , we briefly covered concepts such as multiple stakeholders, PESTLE, and the Four Dimensions of Service Management. In this articl...
ITIL|ITIL 4|Service management
Published 17 May 2019
While working for the North Atlantic Treaty Organization (NATO) with responsibility for global service level agreements, certifying in ITIL ® ’s Intermediate Service Offerings and Agreements (SOA) module was essential. I really recognized the power of ITIL and service mana...
Certification|Cloud services|IT services|ITIL|Service desk|Service management|Value
Published 28 May 2019
Having worked in IT service operations for nearly 30 years, I think the most important ITIL Intermediate certifications are Continual Service Improvement and Service Operation (SO). Training in SO has given me a better understanding of how things come together from beginni...
Best practice|Incident management|IT service management (ITSM)|ITIL|Processes|Service desk|Value
Published 31 May 2019
What is human-centred service design (HCSD) and how does it add value to an organization? It begins when you start to ask the right people the right questions about how IT is performing. The right people are those using the IT! The principles of understanding customer...
Agile|Business solutions|Customer needs|IT services|ITIL|Problem management|Service management|Value
Published 05 Jun 2019
We all tell stories. Stories are all around us. They are how we build business, cultures, societies, and relationships. That’s what stories are for. They instruct us, inspire us, and warn us. That’s why storytellin g can be an integral part of an effective enterprise-wide t...
Cyber resilience|Cyber security|Cyber-attack|Data protection|Privacy|RESILIA|Sensitive data
Published 26 Jun 2019
Every organization, at some point, will make some sort of IT transition. The concepts in ITIL ® v3 Intermediate’s Service Transition (ST) module help that challenge in specific ways: The ultimate idea is to make transitions smooth enough to avoid disrupting current IT ser...
Certification|IT service management (ITSM)|ITIL 4|Service management|Skills
Published 28 Jun 2019
There is a pressing need to start graduating US college students with basic practical knowledge of how to operate in IT organizations and other change environments. Students with a recognized project management certification such as PRINCE2 ® are more likely to become eff...
Published 04 Jul 2019
ITIL ® Intermediate’s Planning, Protection and Optimization (PPO) module compels practitioners to think about the practical details of providing an IT service. In other words, once you have crafted the right service design what are the practicalities and implications of ...
Cloud services|IT service management (ITSM)|IT services|ITIL|M_o_R|PRINCE2|Service management
Published 09 Jul 2019
We have recently published the third instalment of our Global PPM Benchmarking series and it makes for compelling reading. The report has been designed to offer market insight into the status of project and programme management highlighting the growing trends and key issues...
Agile|Communication|Programme management|Project and programme management (PPM)|Project management|Stakeholder management
Published 09 Aug 2019
If you want your projects and programmes to be successful, it is crucial that proper Stakeholder Engagement and its associated activities take place. Stakeholder Engagement is one of the practices in the new AXELOS AgileSHIFT ® product. But it is more than just a pro...
AgileSHIFT|Communication|Processes|Project and programme delivery|Project and programme management (PPM)|Stakeholder engagement
Published 27 Aug 2019
There is often rigorous debate about whether an initiative should be categorized as a portfolio, a programme or a project. However, adopting any methodology needs to be appropriate for the level of change required as each portfolio, programme and project methodology or produc...
Methodologies|MoP|MSP|Portfolio management|PRINCE2|Programme management|Project and programme management (PPM)|Project management|Project management office
Published 06 Sep 2019
There are many reasons why a programme fails. But there are some causes of failure that are common across the majority of troubled programmes. So, let me introduce the seven Cs of programme failure and how they can be addressed using best practice methods such as Managing Su...
Best practice|Capabilities|Collaboration|Communication|MSP|Programme management|Project and programme delivery|Stakeholder management
Published 19 Sep 2019
When I got my start in IT, I found myself in a service operation role without even knowing what it was! I was part of an initiative in which Service Operation (SO) and ITIL ® were at the heart: consolidating IT operations management and incident ticketing for a radiology ...
Customer experience|Incident management|ITIL|ITIL 4|Problem management|Processes|Value
Published 24 Jan 2020
The ITIL ® 4 Managing Professional Transition module provides the foundation to deliver effective service management through new ways of working within digital organizations. This builds on concepts from ITIL 4 Foundation and the four Managing Professional modules, such a...
Best practice|Certification|Collaboration|DevOps|Frameworks|ITIL 4|Service management|Value
Published 06 Mar 2020
Happy International Women’s Day ! This year, we are celebrating some of the exceptional women we work with at AXELOS. These women are experts in their fields and respected leaders in their thought-communities. We ask a lot, but they always come out on top and deliver amazi...
Best practice|Certification|Collaboration|Communication|Empowerment|Frameworks|Identity|IT service management (ITSM)|Methodologies|Project and programme management (PPM)|Vision
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 26 Aug 2020
Why should organizations think about creating a customer-focused approach to delivering services? And where do they begin? The experience of providing services during the current pandemic drives home a number of service management lessons, most prominently that the only path...
Best practice|Customer experience|ITIL 4|Service management
Published 14 Jun 2018
If ever there was a time to deliver efficient and consistent business change in an organization it is now, particularly with ever-increasing budgetary pressures to do more with less. What the Portfolio, Programme and Project Office (P3O ® ) guidance provides is a decision e...
Portfolio Management|Programme management|Project and programme delivery|Project management
Published 11 Jun 2015
Every service management implementation is a cultural transformation. And culture change is an even bigger issue for senior management than it is for IT and ITSM, as they need to recognize that for such a transformation to be successful, they need to lead and be role mode...
Change management|IT Service Management (ITSM)|Processes|Service Management
Published 15 Feb 2019
On Thursday 7 February, I attended the 2019 Learning Awards , run by Learning Performance Institute. AXELOS sponsored the People Development Programme of the Year Award (Private sector) which was presented to Honda Motor. The evening was a fantastic opportunity for all tho...
Career progression|CPD|Digital transformation|Learning|Professional development|Skills
Published 04 Mar 2016
Typically, the scope and duration of programmes is significantly greater than that of a single project. Consequently – and in contrast to projects – they demand greater leadership and stakeholder management skills from programme delivery professionals in order to achieve pr...
Communication|Leadership|MSP|Programme management|Project and programme delivery|Skills|Stakeholder management
Published 24 Jun 2016
For many years, I’ve felt that I’ve been the official ITIL ® apologist in the DevOps community, because I’ve always believed that DevOps and ITIL should be able to peacefully coexist. But these days, I feel that a more activist role in the DevOps community is necessary -...
Change management|DevOps|IT Service Management (ITSM)|ITIL|Processes|Service management
Published 14 Oct 2016
ITIL is being challenged by ‘shiny new’ philosophies, methodologies and frameworks that have recently laid claim to the work practices of service management professionals. But how valid and viable are these new approaches and how do they relate to the ITIL ® framework ...
Certification|Frameworks|IT Service Management (ITSM)|ITIL|Methodologies|Processes
Published 13 Oct 2017
I received the Project Mandate in October 2016. It was clear and concise. “Run the Bournemouth Half Marathon on 8 October 2017 and raise awareness and funds for Target Ovarian Cancer ” . Starting Up A Project process was triggered and I created the Project Brief. Th...
Communication|PRINCE2|Processes|Project management|Project planning|Risk management
Published 04 Dec 2017
Everyone’s favourite IT service management (ITSM) puppet blogger, Joe The IT Guy, published an article a couple of months ago on the alignment of ITIL ® and DevOps. It had some great insights, and Joe suggested that I pen a follow-up … so, here it is. Before I start, I’d...
Capabilities|Continual Service Improvement (CSI)|DevOps|IT Service Management (ITSM)|Service Management
Published 23 Apr 2019
What is the importance of Continual Service Improvement among ITIL Intermediate ’s lifecycle modules? Adam McCullough explains how the module empowered him in his role as an ITSM professional. Continual service improvement (CSI) is something every business has t...
Certification|Continual Service Improvement (CSI)|IT service management (ITSM)|ITIL|Roles|Value
Published 21 Oct 2016
I n recent years Romania and, more broadly, South East Europe have become a hotbed for international IT services. Due to the region’s Internet of Everything approach, the IT market is booming and facilities like Security Operations Centres (SOCs) and Network Operation Centres...
Communication|Continual Service Improvement (CSI)|IT services|ITIL|Processes|Resource management
Published 11 Sep 2017
Delivering value to a customer doesn’t begin and end with a product and its features – it also requires service . In the IT development world, recognizing the need for service means cultivating skills in service management. This is where turning to ITIL ® is important...
Customer needs|DevOps|ITIL|Service management|Value
Published 26 Jan 2018
In today’s world of digital transformation and disruption, organizations are in a constant state of change. Those that respond well will flourish, but building this capability effectively requires much more than a generic understanding. Tech giants Google, Apple and Micro...
Capabilities|Change management|Project management office|Strategic objectives
Published 27 Jul 2018
An AXELOS webinar – Protecting the reputation of UK Further and Higher Education with your greatest defence: your people – has highlighted how Further and Higher Education establishments are the ideal target for cyber attackers. Education institutions hold personal and fin...
Behaviour|Cyber Resilience|Cyber security|Cyber-Attack|RESILIA|Sensitive data|Threats|Vulnerability
Published 07 Dec 2018
In the world before ITIL v3 and Continual Service Improvement (CSI) it was part of a service level manager’s job to identify areas for improvement. However, this was ad hoc and happened mostly if a customer was complaining. We used what were called service improvement pl...
Continual Service Improvement (CSI)|Customer experience|Customer needs|IT service management (ITSM)|IT services|ITIL
Published 18 Jan 2019
Like most people who have either project managed or worked within a project and have started their formal training typically starting with Managing Successful Projects with PRINCE2 ® , I was no different. Working on my first ever business change project, the guidance was ...
ITIL|Learning|MoP|MSP|P3M3|P3O|PRINCE2|PRINCE2 Agile|Professional development|Qualifications|Training
Published 17 Jun 2019
Digital transformation – as imperative and unavoidable as it is – offers a double-edged sword for organizations. The latest Digital Transformation Study from Constellation Research, a Silicon Valley-based research and advisory firm, looks at the state of digital transforma...
Agile|AgileSHIFT|Customer engagement|Digital transformation|Skills|Training
Published 19 Jul 2019
As a long-standing project manager already qualified in PRINCE2 ® Foundation , I’ve found that taking PRINCE2 Practitioner has made a positive difference to the way I approach my role in a number of important ways. Release potential First of all, and perhaps most signif...
Best practice|Certification|Change requests|Methodologies|PRINCE2|Project and programme management (PPM)|Project management|Project planning
Published 08 Sep 2020
In what way will project management – and project managers – be important to help organizations emerge in the "new normal"? This is, I believe, the chance for the discipline and its practitioners to shine. There will be myriad changes to working environments which will neve...
Certification|PRINCE2|Programme management|Project management
Published 11 Feb 2019
Best practice in IT, ITSM and the ITIL ® update: solving business problems and delivering value IT organizations operating anywhere in the world still remain too internally-focused. That isn’t me saying this. This is what we are discovering using our ABC cards (Attitu...
Best practice|Digital transformation|IT service management (ITSM)|IT services|ITIL|Value
Published 02 Apr 2015
The customer interface is the place where an organization meets its customers but in ITSM it’s something no one talks about enough, even though it adds so much value. In today’s economy, businesses revolve around the service experience: take the upmarket coffee house concept...
Adopt and Adapt|Best Practice|Customer Experience|IT service management (ITSM)|IT Services|ITIL|PRINCE2|Service Management
Published 04 Jan 2016
In the early days if ITIL ® , many IT Service Management (ITSM) practitioners saw the various job roles in play as pretty understandable - the overarching role of the Service Manager and the individual Process Manager roles. But with the evolution of ITIL in 2007 it appear...
Adopt and adapt|Frameworks|IT Service Management (ITSM)|ITIL|Roles|Skills
Published 27 May 2016
One of the vital components of a successful Project and Programme Manager is leadership . Leadership capabilities are a key element of the behavioural competence among such professionals and, indeed, a Project or Programme Manager is someone people should choose to follow....
Behaviour|Capabilities|Leadership|Management|MSP|PRINCE2|Project and Programme Management (PPM)
Published 05 Aug 2016
Why is robust governance and deploying a best practice framework so important when organizations want to introduce change? If you want changes from a business transformation programme which stick - i.e. things delivered that are embraced and used by the business operationa...
Best Practice|Change management|Frameworks|Governance|MSP|Programme management
Published 02 Dec 2016
Continual Service Improvement (CSI) is a key lifecycle of ITIL ® : but why should business focus on CSI and what benefits does it actually bring? To explain why businesses should focus on CSI it’s probably easier – and more powerful – to explore the organizations th...
Business solutions|Continual Service Improvement (CSI)|Customer engagement|Governance|ITIL|Leadership
Published 19 Dec 2016
When organizations are not managing projects effectively, it means the value that should be delivered by projects suffers. I believe this happens in a multitude of industries, and it is impacting businesses’ bottom lines. The solution is for organizations to recognize the b...
Certification|Methodologies|PRINCE2|PRINCE2 Agile|Project management|Strategic objectives
Published 03 Apr 2017
ITIL ® can help companies improve effectiveness, efficiency and cost effectiveness by developing reliable data and consistent delivery, processes and tools. But when it comes to demonstrating the difference ITIL is making, and especially when the interpretation of valu...
ITIL|Processes|Resource management|Stakeholder management|Strategic objectives|Value
Published 15 Aug 2017
Ten years ago, IT in India was a very different world to now: the country was the “back office” of the world, providing outsourced services in the form of Business Processing Outsourcing (BPO) and Knowledge Process Outsourcing (KPO). During this period ITIL ® was the...
IT Service Management (ITSM)|ITIL|Learning|Training|Value
Published 25 Sep 2018
IT Infrastructure management and support domain are experiencing a new makeover when it comes to tools, technologies, and methods that are being introduced on top of the service layer. Support and service are an integral part of every business. Every organization is an IT org...
Capabilities|Dashboards|IT service management (ITSM)|IT services|Processes|Service management
Published 29 Mar 2019
How does an engineer transform into a project manager with an eye on what a business wants? Or drive a project to solve a major environmental issue? I wouldn’t be where I am today without my background in electrical engineering, but it was the business management side of my ...
Behaviour|Certification|Governance|PRINCE2|Professional development|Project management|Qualifications|Requirements
Published 10 Mar 2020
Value streams are without doubt my favourite topic in ITIL ® 4, because the concept makes clear how the overall value that a service delivers is a complex combination of sub-components. Now, to explain how value streams work I’d like to invite you for coffee: Going to ...
Customer experience|Customer needs|IT service management (ITSM)|ITIL 4|Processes|Service management
Published 24 May 2018
Since good governance is about the processes for making and implementing decisions, then effective governance and accountability structures are vital particularly if organizations are to successfully use an agile approach to deliver business change through the investment of p...
Published 16 Nov 2015
There are, as you may know, a few key differences between agile and traditional waterfall projects, when managed using PRINCE2® . Traditional waterfall projects are delivered sequentially, whereas agile projects tend to be iterative and incremental. Traditional project p...
Best practice|PRINCE2|PRINCE2 Agile|Project management|Project planning|Project progress
Published 19 Jun 2017
Every day, CIOs face the same daunting question; how can they effectively communicate the value of IT to the business? For any IT initiative, the confusion lies in identifying and quantifying its outcomes for the business. They need to challenge the business’ perception of ...
Frameworks|IT investment|IT Service Management (ITSM)|IT services|ITIL|Value