Nicola is a consultant with twenty years’ experience in service management and related disciplines. Gaining early experience in the government and financial sectors, Nicola moved to HPE 15 years ago and has acted as a consultant and trainer to a wide variety of organisations in over 30 countries, focusing on improving the value delivered by IT service providers to their customers. Nicola has worked with many methodologies and frameworks, including ITIL®, DevOps and IT4IT™ to improve organizations’ governance and process effectiveness, particularly as they undergo digital transformations and move to hybrid cloud environments. Nicola has been an examiner for ISEB, EXIN, APMG and an ITIL syllabus developer for APMG. More recently, she was a reviewer of the ITIL 4 Foundation manuscript and is part of the ITIL Managing Professional examinations team.
For organizations trying to improve their management of IT, ITIL® best practice has been one of the major sources of guidance. Before ITIL 4, the last version of ITIL was released in 2011. Since then, many organizations have undergone transformational change both to their business models and to the…