With the outbreak of COVID19 across the globe and subsequent quarantine, the value of video conferencing apps and software has skyrocketed. Not only is this true for the stock market, with Zoom seeing a large increase in value, but in terms of our personal value. These video calls are the closest we can safely come…

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The scope of the continual improvement practice includes the development of improvement-related methods and techniques and the propagation of a continual improvement culture across the organization in alignment with the organization’s overall strategy. Different types of improvements may require consideration for different improvement methods. For example, some improvement initiatives may be best implemented as a…

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The rate of adoption of new technologies in our day-to-day lives seems to have exponentially increased in the past decade. With the increasing necessity to adapt to remote work and learning, this trend became even more prevalent. This has led to an urgent need to look for new tools that capitalize on the benefits of…

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I’ve recently found myself thinking about the seventh ITIL®4 principle, “Optimize and Automate”, more than usual. Fascinatingly, it is not uncommon I see organizations putting the focus on the second element of the principle before accounting for the first one. There are talks of automation prior to adequate optimization. Let’s be clear about one thing:…

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There are a number of reasons leading professionals to consider learning from home. Be it to fill in the spare time during annual leave, to upskill during self-isolation from a pandemic, or simply to give one’s career a boost. Due to the somewhat recency of remote learning, it’s not always immediately clear what its value…

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Service providers do not work in isolation. Therefore, external factors can influence the way they work. The PESTLE model helps analyze these factors. Political factors are about how the government can impact an organization and the way they work. Economic factors impact the way an organization does business and profitability. Social factors impact customers’ needs…

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“Think and Work Holistically”, one of the Guiding Principles (GP) of ITIL® 4 established to guide organizations in all circumstances, is one of the core messages of ITIL and service management in general. When compared to other GP, however, its meaning is far from self-evident. Sure, most of us know that like any other GP,…

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For all its benefits and promises, delivering training via virtual classrooms can be a daunting experience for the uninitiated. There are a few things to keep in mind to make sure the training goes as smoothly as possible. When applied, you may find yourself capturing and sustaining the interest of your delegates as well as…

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