best practice


NHS Digital story of transformation

NHS Digital has been on a journey of transformation, using a blend of management practices including service management, agile and DevOps to help it deliver better IT services. In this session, Craig Johnson explains why it needed a new approach, and how it has benefited from a ‘digital’ view. Claire Agutter will discuss how VeriSM, […]

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Five best practices to improve your incident management

The ability to respond effectively to incidents is a core, yet often unheralded IT capability. Paul Buffington explains the 5 best practices your team can apply to lower incident response time and improve quality. Leveraging tools such as Agile, DevOps, automation, Runbooks, and ChatOps, this practical session teaches you all the best practice you need.

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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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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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