International Best Practice Blog
A full review of the ITIL 4 publications
9 April 2021
The way we work has changed. IT service management (ITSM) has evolved with modern ways of working. Digital transformation continues to shape how we approach challenges.
Essential skills for IT leaders in times of change
1 March 2021
Cast your mind back before March 2020 - the leadership in your organization probably felt that IT was:
ITSM and PPM top tips to take into 2021
27 January 2021
2020 brought big changes to the IT service management (ITSM) and project portfolio management (PPM) practices.
What we have learned from driving stakeholder value in 2020
11 January 2021
2020 was - I am going to say it - unprecedented! However, these unexpected circumstances catapulted the value of IT as a business partner to a new level. So, in 2021, it is important to capitalize on the positive lessons learned to drive stakeholder value further.
Metrics that matter - reverse your approach to create KPIs that provide value
21 December 2020
If you want to know whether you are measuring the right key performance indicators (KPIs), stop distributing your KPI reports and wait to see if anyone, whether they are business partners, other IT managers, your team, or the CIO, asks for them. Believe it or not, this is a good litmus test to assess the usefulness of the reports that you are distributing, determine whether the metrics you are sharing are truly KPIs, and learn whether there is value in the metrics and reports. If they truly are KPIs, your stakeholders will ask for them!
ITIL 4: Digital and IT Strategy (DITS), Erika Flora and David Cannon, Lead Editors, answer your questions
24 November 2020
Digital technology has ushered in a new age of business, society, and economy. Things work differently today than they did just 20 years ago, and they will continue to change. But many things have not changed. An organization that embraces the changes brought by digital technology will be even more successful if it remembers that it exists for the humans it serves and employs, and the environment in which it operates.
The new Managing Successful Programmes (MSP ®) 5th Edition - essential guidance in a changing world
5 November 2020
Since 1999, Managing Successful Programmes has been a valued companion to people leading change in their organizations across all industry sectors. It has led the field for guidance on business change for two decades.
ABCs of Change Management: Introduction to implementing change successfully in organizations
20 July 2020
The Greek philosopher Heraclitus said, 'The only constant in life is change.' Change brought us into this world, and it is through change that we grow. If we did not change, we would die. When we entered this world as an infant, biological and chemical changes were thrust upon us without our knowledge or permission. We had no choice but to accept it if we were to grow to an adult. There are changes that we welcome and even embrace such as learning how to read, getting married, or having children. There are changes that we face that cause us fear and dread, such as changes to predictable and comfortable routines.
IT's impact on the employee and customer experiences during COVID-19 (and beyond)
09 July 2020
As it became evident that sheltering was going to be a requirement during COVID, things changed drastically and quickly for organizations. The workforce became remote virtually overnight. Information technology (IT) was suddenly 'at the table' with the business decision makers - some for the first time - to help organizations set-up a remote workforce and service their external customers. What IT accomplished for their organizations, demonstrates the value of the ITIL 4 guiding principles and a focus on the employee and customer experiences.
ITIL 4: a new opportunity for alignment with project management
04 June 2020
According to PRINCE2, a project is 'a temporary organization that is created for the purpose of delivering one or more business products according to an agreed business case.' Project managers are empowered to chair the project team and direct them toward successful delivery while managing the overall scope, schedule and budget of the project.
Connecting the dots: itSMF International Chapter Leadership Conference 2020
21 May 2020
The itSMF International Chapter Leadership Conference was held at the end of April 2020. itSMF (IT Service Management Forum) is a global membership association for service management professionals with members ranging from individual service management practitioners to large multinational organizations.
Using the ITIL 4 service value system to deal with disruption and opportunity
28 April 2020
In these extraordinary and challenging times, Katrina Macdermid revisits Axle Car Hire – the fictional company used to illustrate the concepts of ITIL in the official ITIL 4 guidance – to show how the company is dealing with disruption and creating social opportunity from it.
ITIL v3 to ITIL 4: four reasons to make the change
19 March 2020
In this blog post, Axle Car Hire' leaders will answer your questions about why it is worth making the change from ITIL v3 to ITIL 4.
ITIL 4 Managing Professional guidance: the toolbox you need for IT Service Management
3 March 2020
This month TSO, Official Publishing partner for AXELOS, released the four titles for AXELOS' ITIL 4 Managing Professional guidance: Create, Deliver and Support; Drive Stakeholder Value; High-velocity IT, and Direct Plan and Improve.
IT change management is all about the people
21 January 2020
To make technology work for you, you need to enable your people.