Tag: ITIL

  • 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…

  • Don’t Blink: You are the Human Firewall!

    Don’t Blink: You are the Human Firewall!

    In this energetic session we look at how the service desk becomes the real human firewall, shaping the organisation’s first line of defence and putting the Information Security Management practice into action where it matters most.

  • World Class? We Built It!

    World Class? We Built It!

    This keynote tells the story of a service desk that didn’t wait for recognition—it earned it. From modest beginnings, this small team built trust, refined processes, and raised expectations across the board. With no shortcuts and no spotlight, they proved that world-class service isn’t about size—it’s about standards, ownership, and showing up every day with…

  • 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.

  • Designing Exceptional IT Service Desk Experiences: A Human-Centered Approach

    Designing Exceptional IT Service Desk Experiences: A Human-Centered Approach

    Don’t miss this opportunity to walk away with actionable strategies to redefine your service desk as a trusted partner to your users and boost customer satisfaction.