Service Management & The Post Office Scandal
ISO
May 07, 2024
The UK continues to see a quarter-century IT issue impacting its national Post Office dominate our headlines.
A recent industry keynote highlighted how we, no matter our location or role in the IT and Service Management industry, should pay attention to this international news item and address its fallout in our work standards.
You can read on to learn more about the Post Office scandal and how to take action.
Thanks to Sophie Hussey, a panellist and soon-to-be committee member, for her valuable contribution as a panellist and author of this important article.
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Tags: Customer Experience, IT Leadership, IT Operations
Managing the next generation of service management talent
PeopleCert
May 01, 2024
What’s does the future hold for attracting Generation Z and, ultimately, Generation Alpha into service management jobs?
A recent public meeting of the ISO/IEC 20000-1 IT Service Management Standard global committee to address the topic was one of the organisation’s most subscribed events and has attracted 11,000 views of the post-event materials.
PeopleCert spoke to committee member, David Barrow, and guest panellists – Sophie Hussey and Georgina Otubela – about the outlook for new entrants into the service management industry.
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Tags: Careers, IT Leadership, IT Strategy
https://blog.iil.com/unlocking-itil4-defining-value-and-navigating-career-growth/
IIL
March 06, 2024
What is ITIL and how can it benefit your organisation and support your career development? In this article, we explore the foundational concepts of ITIL 4 and discuss how the ITIL framework has supported their career progression.
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Tags: Careers, IT Leadership, IT Operations
The ITIL 4 Service Value System
ManageEngine
February 28, 2024
Everything you need to know about the ITIL 4 SVS. Many useful articles provide theoretical explanations of what the ITIL 4 Service Value System (SVS) is from a high level, but what does it mean, and why is it important to understand how it works?
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Tags: IT Leadership, IT Operations, IT Strategy
Taking the leap
LinkedIn
September 11, 2023
I wrote an article last year about taking the leap & risk to start my own consultancy business and starting a new career adventure. In this article I’m going to carry on down that same path discussing risk & reward.
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Tags: IT Strategy, IT Leadership
What makes a great Head of IT in 2023?
Axelos
August 23, 2023
Sophie Hussey looks at the role of the Head of IT in the 2020s and how it has evolved over the past decade. She also explores how to find the right balance between technical and business skills, and how IT managers should approach their ongoing professional development and goal-setting for the year ahead.
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Tags: IT Strategy, IT Leadership
A 3-point plan for ITSM practitioners in 2023
Axelos
May 08, 2023
The biggest, ongoing issue service management has faced this year is business and IT working together collaboratively.
As well as the need for companies to see beyond ITSM as just a support ticket, they need to focus on the purpose of service management and ensure its work feeds into the overall business strategy; understanding what the business wants and needs and putting a framework in place to achieve it.
So, in the spirit of continual improvement, what should service management professionals concentrate on for 2023?
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Tags: IT Leadership, IT Operations, IT Strategy
From ITIL v3 to ITIL 4: a collaborative evolution
Axelos
June 15, 2022
Almost exactly three years ago, ITIL 4 succeeded ITIL v3 in one of the biggest updates to the framework since 2007.
Since then, ITIL 4 – developed in response to the changing face of IT operations and service management – has brought things up to date by aligning with high velocity IT, delivering end-to-end services and taking a more holistic approach.
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Tags: Change Management, IT Leadership, IT Strategy
Adventure Calling
LinkedIn
May 25, 2022
My career path took a new route at the start of the year when I took the opportunity to start my own business as a service management & leadership consultant.
Whilst of course it has been incredibly exciting, after being a permanent employee since I left university, it has been daunting at times with a steep learning curve to understand what starting & running a business entails.
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Tags: IT Strategy, IT Leadership
ITIL 4 Managing Professional – company-wide service management
Axelos
July 30, 2021
After working in the industry for more than 20 years, I generally have a holistic view of IT and how it interacts with a business, adding value and working in tandem with stakeholders.
I’d seen this reflected in ITIL v3 Practitioner, which championed greater IT and business engagement and created cultural change to deliver value.
Later, before the launch of ITIL 4, I took part in AXELOS workshops at the service desk and IT support show on how to move ITIL v3 onwards, with specific discussions of cloud and automation.
So, when I made the transition to ITIL 4 Managing Professional a year ago I could see it was up to date. Learning what was included in the guidance – particularly the service value system, service value chain and guiding principles – validated what I’d already been talking about in our company.
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Tags: Business Strategy, IT Strategy, Leadership
Being Authentic
Reed Women in Technology Community
March 20, 2024
In this interactive session we will discuss how to be authentic, not be afraid to stand out from the crowd and have the confidence to stick to your values, .
Sophie will be sharing personal experiences of where she has had to go against the tide and how she managed this with team members, subordinates and senior stakeholders avoiding potential high conflict situations
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Tags: Careers, Culture, Leadership
Careers & Coffee - Ep4 Leadership
Careers & Coffee
January 24, 2024
Join Lucy and Charlotte this week on Careers & Coffee where they are joined by Sophie Hussey to talk all things leadership
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Tags: IT Leadership, IT Strategy, Leadership
Ticket Volume - Women of ITSM
Invigate
June 13, 2024
Hosted by Matt Beran, this episode of Ticket Volume focuses on the exciting launch of the Women of ITSM
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Tags: Diversity and Inclusion, Entrepreneurship, Leadership
IT’s all about choices - Women of ITSM
YouTube
June 07, 2024
Live webinar / podcast to talk about the Women of ITSM launch and why it’s important to push for positive change n equality.
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Tags: Diversity and Inclusion, Entrepreneurship, IT Leadership
Hosting Freshworks Webinar
BrightTalk
April 10, 2024
Hosted a Service Desk Institute webinar sponsored and delivered by Freshworks discussing transforming business efficiency through unified IT management.
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Tags: Digital Transformation, IT Operations
Proactive Problem Management
Lapis Consulting
March 06, 2024
An interactive workshop provided Runshaw College’s IT function on proactive problem management
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Tags: IT Leadership, IT Operations
Enabling Change the right way
Lapis Consulting
March 06, 2024
Interactive workshop for Runshaw College’s IT function regarding change enablement and the delivery of services.
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Tags: IT Leadership, IT Operations
Mentoring Your Way Through Your Career
Spark
October 31, 2023
Mentoring is an invaluable tool that can be utilised to help bolster & support your career, but how do you approach getting a mentor, who do you ask, does it need to be through work, what can you learn from it, etc.
Both mentors and mentees learn through the experience – it’s mutually beneficial not only to have someone on your side, but to have a sounding board, someone to ask “what would you do” or “have you been in this situation before”.
Building your personal brand, developing yourself & others is a rewarding and valuable opportunity.
3 key takeaways:
Mentoring versus coaching
How mentoring can help you progress & learn throughout your career
Building your personal brand
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Tags: IT Strategy, IT Leadership
60min Workshop: Enabling Change The Right Way
Spark
October 31, 2023
In order to keep delivering services, improving them or replacing them a “change” is needed. It could be related to something technical or a process. Regardless of what needs to change, it needs to be managed effectively to make sure we can keep the lights on, serving your customers (internal or external).
This session talks about what change management (ITIL v3) / change enablement (ITIL4) is and why getting it right is important. There are links to risk management ensuring anything that is being changed is managed in a risk friendly way.
Not everyone likes change management, but it’s a necessary part of the tech world which you can sell the benefits of and bring people on the journey to ensure the practice is successful.
If you get change management right, the number of incidents should reduce or be managed more effectively with a well laid out roll back plan.
3 key takeaways:
The importance of change management
Bringing people on the change management journey
Making incident management more effective
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Tags: IT Leadership, IT Operations, IT Strategy
The Post Office Scandal
ISO/IEC 20000 THE micro meetings - Jan 2024
Ticket Volume - Women of ITSM
