best practice

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Can frameworks help you build a successful IT career?

IT service management professionals must stop settling on “one way of doing things” and instead holistically view which frameworks and guidance can help them develop a fulfilling career.  Toby Moore, community manager of AXELOS Global Best Practice, says that while certification is vital to underpin and validate knowledge, the important skill is translating what has […]

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8 tips for delivering world-class, customer-focused service management

Ilse Passet of Focus Group Europe says that world-class service management can save time, decrease costs and improve employee satisfaction, and here offers eight steps to greatness. In the broad sense of the word, service management refers to a customer-focused approach to delivering services. Traditionally, this approach has been applied to the IT department but recently […]

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IT4IT and my personal journey of enlightenment

It’s been one year since Tony Price of Hewlett Packard Enterprise introduced the prescriptive architecture for business IT, and since then, his journey to enlightenment has continued.  Here he describes why IT4IT continues to impress and could soon become more significant than ITIL. In my blog last year for SITS15, Does ITIL Fit within the New Style of IT, […]

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Becoming a world class service desk part 1: communication

Lorraine Brown won plaudits for transforming the service desk performance at University of St Andrews.  In the first of this three part article, she shares some of the secrets that helped her team excel and become world-class. The service desk is the harshest and the most exposed functioning environment in the world of IT.  There […]

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A new approach to ITIL: part 2

In part one of this article, Paul Wilkinson examined why our approach to ITIL my be flawed, and introduced a model built around the concept of problem/achievement. Here he underlines the problems that poor communication and goal-setting are causing to ITIL. Here’s a conversation between ‘IT’ and ‘the business’ which neatly sums up what is […]

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An new approach to ITIL: part 1

ITIL fails to deliver benefits because we approach it front he wrong angle, Paul Wilkinson offers an alternative. ITIL has been with us for 20 years, there are two million ITIL certificates, yet based on our informal research speaking to thousands of organisations and individuals, I estimate that as many as 70 per cent do […]

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What will it take for your service desk to benefit from OBASHI (part 3)?

After explaining what OBASHI is and how it can help solve service desk challenges, Claire Agutter of IT Training Zone concludes by offering some case study examples of OBASHI in action, and describes what training and learning is involved in order to reap benefits. The OBASHI website features a number of detailed case studies demonstrating how the […]

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