Articles
My articles across various subject – all for you to review.
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The Four Dimensions of Service Management
Do you understand the 4 dimensions of service management according to ITIL? Read my guide to learn more!
Introduction The concept of the four dimensions to service management is an integral part of the Information Technology Infrastructure Library (ITIL). The four dimensions of service management represent critical areas organisations must consider to support a balanced and comprehensive approach to service management. Each dimension brings its considerations and practices that contribute to the most … Read more
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ITIL Guiding Principles
Read my pvervoew guide on the ITIL guiding principles – explore each principle and learn how it fosters fantastic service management
Introduction Central to ITIL 4 are its seven guiding principles, which serve as a universal and enduring set of recommendations, guiding organisations in their service management journey. The principles are foundational to the ITIL framework and offer a versatile guide that organisations can adapt to improve their operations and service delivery, regardless of their size, … Read more
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ITIL Service Value System (SVS)
Learn about the ITIL Service Value System
An Overview of the ITIL Service Value System The Service Value System is an interconnected set of elements an organisation can utilise to convert opportunities and demand into value through IT-enabled services. These elements include guiding principles, governance, the service value chain, practices, and continual improvement, all working together within an organisation’s operating model and … Read more
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An Introduction to ITIL v4
Get a basic introduction to ITIL version 4 – What it is, the key components and concepts. Then read supporting articles in more detail.
Introduction to ITIL v4 The need for robust IT service management (ITSM) frameworks has never been more pressing. ITIL v4, the latest iteration of the IT Infrastructure Library, stands at the forefront of this revolution, offering a comprehensive guide designed to facilitate the delivery of high-value IT services in various organisational contexts. This introduction aims … Read more
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Work Package Template
A free work package template to download and use alongside my guidance on how to create a top-class work package
What is a Work Package Template? Definition of a work package template. A work package acts as an agreement between the project manager and the task owner. It summarises everything that needs to be managed about a delivery: the scope, dependencies, timescales, reporting, budgets and more. What is an example of a Project Work Package? … Read more
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Step-By-Step ITSM Implementation Plan
Craft a successful ITSM Implementation Plan with my step-by-step guide. Learn to define requirements, select a vendor, handle data migration, etc
How to Manage an ITSM Implementation Plan Are you seeking to transform your IT service management (ITSM) capabilities by implementing a new tool? Getting it wrong can be easy, as there are numerous significant pitfalls. I’ve seen it implemented well and badly over the years, and you do not want it to be the latter. … Read more
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Service Desk Categories & Subcategories Examples
Looking for service desk categories and subcategories examples? Learn how to organize incidents effectively and prioritize responses. Includes free template.
Why Have Incident Categories and Subcategories? It’s common practice to configure your Incident Management tool or ticketing system to have a list of categories and subcategories to collect and analyse the tickets that are being logged. This can offer valuable insights into trends and underlying root causes of issues. Service Desk Categories & Subcategories Examples … Read more
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Infrastructure & Platform Management
Read this practical guide to infrastructure platform management, written in plain English with examples and tips for busy managers and teams.
Introduction Purpose The primary aim of infrastructure and platform management is to ensure that an organisation’s technological base, comprising hardware, software, networks, and facilities, is robust, efficient, and capable of meeting current and future needs. Infrastructure and Platform Management practice is crucial for monitoring, managing, and supporting IT services, facilitating effective service delivery that aligns … Read more
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Incident Management Policy
Learn about incident management policy in the context of ITIL 4, with clear explanations, everyday examples and tips you can use with a real IT team.
Helps layout expectations and guidance around the Incident Management Process for staff. The Incident Management Policy is a crucial document that outlines how an organisation identifies, handles, and resolves incidents affecting its IT systems, services, and infrastructure. The goal is to maintain operational efficiency and security, thereby ensuring compliance with industry regulations and best practices. … Read more
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Why Projects Fail
Practical project management guidance on how many projects fail, focusing on simple tools, templates and conversations that keep delivery on track.
The following is a curated and reviewed list of the top statistics around Project Failures as of October 2023. Small Projects (less than $1 million) Large Projects (more than $10 million) 76% are successfully 10% are successful 20% are challenged 52% are challenged 4% fail 38% fail For more information and statistics on project management … Read more