Our Resources Papers

  • The BYOD Revolution Means ITSM Evolution04/08/14

    The adoption of Bring Your Own Device (BYOD) practices in the enterprise is gathering momentum. By 2016, Gartner predicts 38% of companies will have stopped buying devices for employees; by 2017, half of employers will require their employees to supply their own devices; and by 2020 85% of companies will have some sort of BYOD […]…Read the full article.
  • IT Service Management Monopoly – The Game of Tool Selection07/07/14

    The approach of many organisations when selecting an IT service management solution is like a game of Monopoly. They start at GO with little or no preparation and are then faced with a plethora of available tools to choose from, just like the mass of properties on the Monopoly board. They have no idea how […]…Read the full article.
  • ITSM Solution Projects and OCM05/07/14

    This paper explores the need for organisational change management (OCM) as an integral part of an ITSM solution project i.e. tool implementation. It discusses benefits to be gained from using OCM to prepare the organisation for the change, manage the change and reinforce the change to ensure it becomes embedded into the fabric of the […]…Read the full article.
  • To Certify or Not to Certify (And to Which One? – That is the Question03/07/14

    In this paper, Jim Mackenzie discusses whether an organisation should seek certification to a Standard. It provides guidance and insight as to what organisations should consider as a minimum, regardless of the industry sector, if contemplating certification. Read the paper here: To Certify Or Not To Certify – Jim Mackenzie…Read the full article.
  • The State of Change Management01/07/14

    In late 2011, Forrester research (in conjunction with itSMF USA) revealed the poor state of change management in the majority of organisations surveyed. This paper explores the reasons that change management is failing in so many organisations and the actions that need to be taken to rectify the situation. In essence it is time to […]…Read the full article.
  • Armed and Extremely Dangerous – The Service Catalogue is More Than Just a Tool30/06/14

    Despite the well-used phrase ‘a fool with a tool is still a fool’ there are still many service catalogue initiatives that start and end with the selection of technology. These initiatives are doomed for failure. Armed with technology alone will be extremely dangerous to the success of your service catalogue. This paper discusses how to […]…Read the full article.
  • Balanced Diversity – A Portfolio Approach to Organisational Change28/06/14

    This paper presents a new and innovative framework for embedding IT Service Management change into organisational culture. The framework is a result of the research commissioned by the Network for Business Sustainability (NBS) and undertaken by Dr. Stephanie Bertels, Daniel Papania and Lisa Papania at Simon Fraser University. This framework will be an invaluable addition […]…Read the full article.
  • A 4 Letter Acronym Sending CIOs Running Scared – What Does This Mean for ITSM25/06/14

    Bring Your Own Device (BYOD) or Bring Your Own Computing (BYOC) is being embraced by some organisations and making others break out in a cold sweat. BYOD is here now and is not going to go away – in fact it is already happening – and therefore organisations need to prepare for, and manage the […]…Read the full article.
  • What’s CSR Got To Do With IT?23/06/14

    Corporate Social Responsibility (CSR) has been gaining traction from CEOs who see it as a new opportunity for growth and differentiation from the competition. It gives organisations permission to enter new markets and to attract and retain top talent. IT is pivotal in the organisations achievement of its CSR policy, objectives and targets. This paper […]…Read the full article.
  • ITIL V3 Foundation Course Roadmap21/06/14

    One of the biggest requests I get from students when I am delivering ITIL Foundation Course training is for a one-page overview of the processes that can be used to follow the delivery of the course. There have been many attempts to put ITIL V3 on a page and some are relatively good but not […]…Read the full article.