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International Best Practice Blog


Bill Kelsey

ABCs of Change Management: Introduction to implementing change successfully in organizations

20 July 2020

By Bill Kelsey

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.


Rae Ann Bruno

IT's impact on the employee and customer experiences during COVID-19 (and beyond)

09 July 2020

By Rae Ann Bruno

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.


Jeff Jensen

ITIL 4: a new opportunity for alignment with project management

04 June 2020

By Jeff Jensen

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.


Orian Mendes

Connecting the dots: itSMF International Chapter Leadership Conference 2020

21 May 2020

By Orian Mendes

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.


Katrina Macdermid

Using the ITIL 4 service value system to deal with disruption and opportunity

28 April 2020

By Katrina Macdermid

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.


Katrina Macdermid

ITIL v3 to ITIL 4: four reasons to make the change

19 March 2020

By Katrina Macdermid

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.


Maria Cobano-Conde

ITIL 4 Managing Professional guidance: the toolbox you need for IT Service Management

3 March 2020

By María Cobano-Conde

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.


Daniel Card

IT change management is all about the people

21 January 2020

By Daniel Card

To make technology work for you, you need to enable your people.


Dr Ruth Murray-Webster

Deciding which risks to take?

16 December 2019

By Dr Ruth Murray-Webster

Making decisions in risky and important situations is relevant to everyone.



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