• What can Trigger Continual Service Improvement?

    Continual service improvement is a must for IT services to continue to exist and be relevant. We all agree its importance and the need to implement it. But how does it get started? What triggers it? ...

  • Continual Service Improvement: Is the 7-Step Improvement Process Practical?

    ITIL framework has provisioned a complete set of activities for improving services across all the phases of ITIL service lifecycle. The continual service improvement (CSI) lifecycle phases stretches across other phases, and improvements can be called ...

  • PMP Material NOT in the PMBOK® Guide

    If you are studying for or plan to study for the Project Management Professional (PMP®) Exam you have likely heard you need to read A Guide to the Project Management Body of Knowledge (PMBOK® Guide) at ...

  • Importance of Communication in IT Service Operations

    Service providers often goof up with their management of IT service operations, thanks to their negligence towards the soft skill that makes or breaks operations – communication. They generally don’t value the importance of communication and ...

  • How do Standard Changes Create Value?

    As discussed in the change management introduction post, standard changes are low on risk and impact meter. They are routine changes which have been implemented a number of times. The probability of these changes failing is ...