Digital Transformation: Agile Ways of Working
When transitioning to Agile working methods, organisations must plan carefully – beyond just declaring “we’re doing Agile now”. Effective leadership, communication, and a cultural shift across both IT and non-IT teams are essential for success. The pressure created… read more
Digital Transformation – Preparation
When organisations embark on digital transformation initiatives, it’s essential to support the change with the right activities, functions, and ways of working to ensure success. Once desired outcomes are identified, a 360-degree assessment of people, processes, and technology… read more
Digital Transformation: Triumph, Tragedy and Strategy
When the UK went into its first lockdown in March 2020, many organisations had to quickly adapt to remote working, placing new pressures on IT departments. While some were well-prepared, others faced difficulties, particularly with large volumes of… read more
CMDB and ITIL
An up-to-date and functioning CMDB is one of the most important indicators of ITIL implementation success and the organisation’s overall IT maturity, yet many organisations seem to overlook or underestimate its importance in supporting other ITIL processes.
IT Service Continuity Management
IT Service Continuity Management (ITSCM) is a vital part of business continuity. In today’s technology-driven world, ITSCM plays a crucial role in ensuring that organisations can continue delivering essential services during disruptions, from minor system failures to complete… read more
Service Catalogue Perspective: Know What You Want
Optimising Your IT Service Catalogue A well-structured IT service catalogue is key to aligning IT services with business goals, raising transparency, and improving communication. Many organisations seek to implement one, recognising the value it brings—but understanding what a… read more
Industry Challenges in Claims Management
Understanding the challenges in Claims Management is the first step towards determining the means to meet them. The South African industry shares many of the global issues in claims management but has a few challenges of its own… read more
Nine Considerations for Licensing a New ITSM Solution
In a crowded market of IT service management solutions, it can be easy to find a potential solution that meets your feature and functional requirements. Conversely, it can be difficult to calculate and understand the hard and soft… read more
Agile: A Mindset as Well as a Framework
Agile Service Management involves adapting Agile and Scrum principles to IT Service Management (ITSM) processes, with a focus on improving flexibility and efficiency. The Agile Manifesto, often seen as contradicting ITSM practices, actually complements them by emphasising “just… read more
ITIL 4 Specialist: Drive Stakeholder Value – The Seven Steps of the Customer Journey
ITIL 4 Specialist: Drive Stakeholder Value Business exists to create value. But value that’s created or deployed within a vacuum is rarely successful. In today’s digitised business climate, there is little room for error – if you get… read more
