Category: Blog Posts

  • ITIL Master (Version 5): More Than a Badge

    ITIL Master (Version 5): More Than a Badge

    I was honoured to be featured recently in an ITIL Master (Version 5): enhancing career credibility case study published by PeopleCert. The article reflects on my journey from ITIL 4 Master to ITIL Master (Version 5) and, more importantly, why I believe the latest evolution of ITIL matters for organisations navigating constant change. One of…

  • Why We Need to Practise Cyber Incidents, Not Just Plan for Them

    Why We Need to Practise Cyber Incidents, Not Just Plan for Them

    Recently I spent half a day taking part in a Cyber Attack Hydra simulation at the University of Lancashire (where I undertook my MSc Agile Leadership Studies). I went expecting to learn more about cyber security. Instead, I found myself thinking much more deeply about leadership, governance and decision making. The event was kindly funded…

  • ITSM: are we now digital psychologists?

    ITSM: are we now digital psychologists?

    The article highlights the importance of user experience in IT services, illustrating how a student’s perception of Wi-Fi can influence future interactions. It emphasizes that delivering reliable systems alone is insufficient; fostering trust, clarity, and confidence is crucial. As technology evolves, understanding user experiences will shape superior service delivery and satisfaction.

  • Designing Security into the Product & Service Lifecycle with Security Stories (ITIL (Version 5) & Agile)

    Designing Security into the Product & Service Lifecycle with Security Stories (ITIL (Version 5) & Agile)

    Security Stories are fictional scenarios highlighting potential system exploits from an attacker’s perspective, allowing agile teams to address security risks during development. This proactive approach aligns with ITIL (Version 5), emphasizing the importance of integrating security early in the Product and Service Lifecycle to reduce costs associated with retrofitting.

  • Principles: The Quiet Backbone of PRINCE2 and ITIL

    Principles: The Quiet Backbone of PRINCE2 and ITIL

    ITIL’s guiding principles and PRINCE2 principles are powerful tools that complement each other in project management. By integrating these frameworks, organizations can enhance their value delivery, sustainability, and governance.

  • All Four. Always.

    All Four. Always.

    The article discusses the recurring issues in digital change within Further Education, emphasizing the importance of integrated systems thinking. It highlights that poor upstream decision-making leads to friction and diminished trust in services. The author seeks feedback from the ITSM community regarding the feasibility of end-to-end management using ITIL principles in collaborative sectors.

  • Digital Product & Service Management: The Lifecycle That Finally Made It All Make Sense

    Digital Product & Service Management: The Lifecycle That Finally Made It All Make Sense

    Take a walk through where we started, what we learned, and how the digital product and service lifecycle now brings everything together. The aim is to make the ideas easy to follow and to show, in a plain and simple way how the lifecycle plays out in real life across IT Services.

  • New Beginnings

    New Beginnings

    This is the beginning of my journey in sharing insights on Digital Product and Service Management, also known as ITSM. The blog will explore Agile methodologies, project management, security, and offer perspectives on various events and online platforms. Thank you for joining me in this endeavor.