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International Best Practice Blog


Mark Haddad

A framework for customer satisfaction

17 July

By Mark Haddad

Given that one of the main principles behind the promotion of ITIL processes is that the IT service is there to support the business and all it is trying to do, then it's surprising that today, poor customer service still exists.


Jim Bolton

Jim Bolton awarded the 2018 Ron Muns Lifetime Achievement Award

19 April

By IBP Team

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.


Charles Araujo

An Interview with Charles Araujo

02 March

By IBP Team

Charles Araujo is the founder of The Institute for Digital Transformation and a sought after keynote speaker having addressed over 10,000 business and IT leaders in 12 countries over the last several years. He is passionate about the power of technology to deliver competitive and transformational advantage to organizations and in the critical need to develop next generation "digital leaders" that can transform their organizations into Digital Enterprises.


Darren Arcangel

Seven steps to continuous service improvement (and how to integrate CSI into a scrum framework)

06 October

By Darren Arcangel

In the IT universe, we have continuous integration, continuous testing, continuous delivery, continuous deployment and continuous service improvement, just to name a few. The overall intent is to automate as much as possible to reduce risk and, yes, bring continuous business value.


Helen Beal

Getting started with DevOps

01 September

By Helen Beal

Helen Beal helps organizations to embrace DevOps philosophies to influence their IT culture and behaviours. Here, she explains what a DevOps future looks like, and where to start on your own DevOps journey.


Rod Sowden

Lessons Learned

01 August

By Rod Sowden

In general, lessons learned are rarely actually learned. Research and general knowledge about what causes programme and project failure has abounded for years, yet the same things keep happening. So, what can we do to help?


Jim Bolton

Proactive problem management: a fundamental shift in emphasis

01 July

By Jim Bolton

As organizations mature, proactive problem management should become a major focus. It reduces reactive work, and reduces potential outages and their impact. Yet few organizations perform proactive activities, because they find it hard to quantify benefits. The perception is that it fixes potential outages, not 'real' ones.


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