Creating specialist roles in the service management office (SMO) is a more effective way to establish and improve customer experience. This is one of the key
Sustainability is a growing concern fro communities, teams and individuals globally and has environmental, social and economic impact. This paper explores the importance of interconnectedness of
One of the most exciting technology activities occurring these days is companies moving their IT services to the cloud.
There are many reasons to do
For organizations operating in highly-regulated and safety-conscious sectors, their culture – typically a less risk averse one – will always define the level of governance applied.
Immediately
How do you adapt the ITIL® service management framework to a genuinely integrated agile environment?
In short, it’s not easy
The ITIL 4 Extension Modules are the latest additions to the ITIL 4 Framework. The ITIL 4 Extension Modules extend the main ITIL 4 framework and provide organisations with the guidance to address
The trigger for changing service management in Australia has been the shift in the latest version of ITIL®.
ITIL 4’s focus
From my first role in IT service management, ITIL was the foundation for successful best practice.
Working as first level support –
Focusing on how you can manage assets to deliver services is at the heart of ITIL® 4’s workforce and talent management practice.
This is the time of year when many people will be finishing their education and receiving their final grades. The job market will be inundated with
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How mature is the service management office (SMO) concept in 2021 and how can ITIL® 4 give organizations the foundation for an effective SMO?
After working in the industry for more than 20 years, I generally have a holistic view of IT and how it interacts with a business, adding value
In IT service management (ITSM) the IT incident – typically – is a transaction: something that comes in, generates a ticket, someone takes an action and “spits” it
An essential part of best practice programme management, as expressed in Managing Successful Programmes (MSP®), is to ensure that the outputs and capabilities created by the
