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
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
The volatility dimension of the Volatile, Uncertain, Complex and Ambiguous (VUCA) world promises frequent, rapid and significant change.
And, as well
In large, multinational companies there has been a shift in IT Service Management (ITSM) strategies because of the blurred lines between business and IT and a
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There’s a dogmatic view that every complex, IT service management problem has a single root cause when very often there are actually multiple causes.
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University graduates going into IT need to be better prepared than they’ve ever been before, with a different understanding of IT and technology management.
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In an ideal world, organizations would not need to prioritize work. There would be constant balance between demand and the organization’s resources. Sadly, we don’
The past year has been tumultuous and unexpected to say the least. Over a year on from the start of a pandemic that few ever expected,
