International Best Practice Blog Archive
I first became a trainer when ITIL was in version 2. Back then, it was a relatively simple framework. The training consisted of two core books, Service Support and Service Delivery, and 11 topics were split between them.
We congratulate our author, Jim Bolton, on achieving the prestigious 2018 Ron Muns Lifetime Achievement Award, by HDI. HDI's panel of judges selects the nominees and uses a range of criteria to evaluate their accomplishments in, and dedication to the technical support industry.
Alan Moran is an IT manager who has worked in public and private sectors, learning how to adapt practices to the circumstances and culture that practitioners face on a daily basis.
We live in a world where only 49% of projects are completed on time (PMI, 2016) and only 53% of projects stay within the original budget (PMI, 2016). Back in 2008 Aspire Europe started delivering maturity assessments, part of which is reviewing how effective organisations were at planning...
I was recently sitting in a project management meeting discussing a large organization-wide initiative when someone piped up and said "We need organizational change management on this project". You could hear a pin drop!
As Benjamin Franklin stated, 'By failing to prepare, you are preparing to fail'. When setting out on a new project, the planning stage is a vital one. We have found some key resources to help you build a solid project plan.
International Best Practice is delighted to have worked with Rod on his latest title, A Practical Guide to Project Planning: A Step-by-step approach, which published this month (April 2016). We caught up with Rod to find out more about his new title and what led him to write a publication on the subject.
Every service level manager goes through the same experience. You thought you knew what is important and what is not, you got your ITIL certification, you are an experienced manager, however, your first year as a service level manager was stressful and full of lessons learned. If only someone told you.
Ami Nahari is an ITIL expert and project manager. In an interview with International Best Practice, he shares tips on a successful service level management, and what led him to write a publication on the subject.
Many project managers land in the profession due to being technical specialists with great success in their field of expertise. However, they are not always fully prepared for the important skills, knowledge and competencies that are critical for success.
Peter Brooks is an author, trainer, and independent consultant based in Cape Town. Over the past decade and a half, he has specialized in both the management and governance of services.
Just because February is the shortest month of the year, doesn't mean it's lacking in fantastic events and conferences for you to attend. We've tracked down some events you shouldn't miss occurring over the next month...
The Collins dictionary defines change management as, 'the area of business management that deals with methods of handling large-scale changes within a company'. In reality, it is more multi-faceted and complex. We have gathered some great resources to teach you the essentials of change management...
Presentations are a key part of professional life. We need to be confident that we're presenting our precious ideas and proposals in the best way possible. It's easy to let our nerves get the better of us in these situations. We've trawled the web, and found some great resources to help you prepare for that all important presentation, and keep those nerves at bay.
December has rolled around again, before we say goodbye to 2015, say hello to some of these fantastic events occurring over the next month...
Email inboxes are overloaded. Reports longer than one page may go unread. We are awash with documentation, overloaded with available information.
In this blog, Sharon De Mascia explains the benefits of occupational psychology to project managers.
It's November, and winter is upon us. If the cold gets you down, cheer yourself up with an event. We've found some of the best conferences and events occurring over the next month.
In this post, Russ Lewis writes and follows a User Story from idea through to formal description, and eventually to testable requirement, he also explains how acceptance criteria makes work easier.
In this blog, Barclay Rae introduces the concept of SIAM, its main benefits and the issues it may face.
Millennials are a hot topic in current news and thought leadership. The millennial generation consists of individuals born between 1980 and 2000. Millennials are the fastest growing age group within the work force.
We hope you're hungry, because October is Pizza Month. Just in case you have some spare time, in between feasting, we've found some great conferences, seminars, and events occurring across the next month.
Over the last few years one piece of work that I find myself delivering repeatedly is assisting organizations sort out their 'Service Catalogue'.
In my previous blog (Planning Agile), I discussed the constituent parts of an Agile plan. This includes the backlog, the overarching plan, and the plans to address uncertainty (sometimes referred to as design plans). How, and when, uncertainty is resolved is critical to maximising value from Agile, and yet it is often overlooked within Agile projects.
DevOps, as a term, has gained frequent usage in recent use. DevOps is an approach that aims to optimize communication and cooperation between software and IT teams. How does it do this? How does one adopt DevOps? Check out our favourite resources below to find out...
September is, of course, Piano month. Just in case you're not too busy tickling the ivories, we've bought together a list of some upcoming conferences, seminars and workshops occurring across the globe during September.
I always marvel when organizations ask for training, support and consulting related to "best practices" in project management. Why? Because there are projects of a thousand different stripes and projects with a thousand-and-one different needs. Best practice is not a panacea. It's not universal. It's special. Project to project. Organization to organization. Each one needs something specific and different
Early in my ITSM career, I was responsible for the Service Catalogue and Service Level Management (SLM) processes. As part of our service delivery and support preparations, my colleagues developed measures, metrics, and reports for our first mock 'Service Level Review' meeting.
Some organizations are just born digital. The likes of Amazon, eBay and Australia's REA Group (A real estate advertising company) come to mind. Nigel Dalton, the Chief Information Officer (CTO) of REA Group, has stated that they don't have a digital strategy because it is "all we do"
August brings us Romance Awareness Month, but before you reach for the roses, check out this list of conferences, seminars and workshops we've found occurring over the next month.
I am often asked to review and make suggestions for improving IT Service Desks - I've been doing this for over 20 years. As a commercial engagement, this involves some pre-sales discussion, proposal and agreement - a sales process, which in itself is often enlightening.
When was the last time you went on to your company website to see how easy it was to undertake a transaction, whether to make a purchase or find the right contact for information? Do you know how your customers think and act? Do you know how your employees think and act?
Becoming a successful professional is an important way to reach your long term career goals, such as a higher income and greater job satisfaction. Getting ahead doesn't have to be difficult. Use these 10 techniques to improve your capabilities and results this month.
Here at IBP we view Slideshares as a way of quick and visual learning. We've picked out our 5 favourite leadership slideshares from June for you to check out.
July is Picnic Month, Ice Cream Month and, bafflingly, Horse Radish Month! More importantly, there are a wide variety of conferences, seminars, workshops and exhibitions taking place across the globe during July.
Retrospectives can be used to inspect and adapt the way of working in agile projects. In this blog post we introduce you to Agile Retrospectives and how to deploy them in your projects.
Here, in Part 3, we go one level deeper to review what support elements need to be in place once a solution has gone live into the production environment. This is called the Operational Readiness Framework.
In Part 2, we present what items should be checked at the end of each stage from the point of view of IT support operations.
Does your IT operational organization can go into chaos when new IT solutions are deployed, experiencing untold amounts of unplanned labour, cost overruns, delays and service outages?
ITSM is all about organizational change; changes in process, tools and people. Whatever the nature of the change is, there are important things to consider when you are announcing and communicating it.
If you have worked with a service management team either as a practitioner or in a leadership capacity there is a good chance that you have been asked by someone, "Is there a point to this service management stuff?"
Recently, at the end of a rather pleasant meal my dining companion glibly asked, "one day you'll have to explain to me how we can commit to a plan in Agile, and properly manage and control it".
So, who should use OBASHI and why? The short answer is any type or size of organization that wants to understand and optimise their dataflows.If any of these relate to your organization, OBASHI is going to be a very useful addition to your toolbox. It's the only methodology that creates a common picture for the business and IT to work from.
I was recently challenged to explain the benefit to the customer of having access to the knowledge they need when they need it. In the normal course of things, the answers we tend to jump to at first are cost-and effort-related… resources and bottom-line expenses.
OBASHI is getting recognised for what it is - a simple, easy to adopt methodology that maps dataflow through a business and supports meaningful conversations about investment, improvement, and business outcomes.
The case for benefits management is usually premised on the belief that adopting defined practices will improve the realization of benefits from an organization's projects and programmes.
IT is undergoing a fundamental change in how it manages and operates itself. Without our realizing it, the primary role of IT as an engineering organization has been shifting to one of service integration.
The Internet of Things has heralded an ever-increasing amount of exhaust data from sensors and devices linked through various networks. The outcome of this is that large amounts of data - including 'structured' data such as telemetry in motor vehicles, semi-structured data such as emails, and unstructured data such as tweets in micro-blogging sites - are now being generated,