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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...

Sue Taylor examines the importance of the blueprint in programmes and within AXELOS’ Managing Successful Programmes (MSP ® ) best practice guidance. By implementing change through a programme , an organization is trying to achieve a better future. That starts with a pr...

With Continual Service Improvement (CSI), the six step CSI model is my secret weapon to ensuring IT Service Management (ITSM) practitioners implement changes and service improvements efficiently, effectively and continually . So, what are the six steps and how do you follo...

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...

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...

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. As the...

An organization working on a major programme often needs a programme office. Major programmes are concerned with implementing complex transformational change, and this can bring with it a range of challenges. The size and impact of the change, an organization’s experience in...

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...

We have often discussed how technology and new frameworks have changed our service management practices and how we need to adopt and adapt them. Still as we know there is another key pillar: People. People are often the last step in any improvement plan. Trainings are the f...

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...