Service Management Archives

Optimize and Automate – the seventh guiding principle of ITIL4

Dec 18, 2019Paul LeenardsDigital Organization, Observations, Service ManagementIT Service Management, ITIL, ITIL4, principles

Optimize and Automate is a guiding principle of ITIL4 about the responsibility of the IT service organization to reduce costs and risks in IT service delivery

Keep it simple and practical – the sixth guiding principle of ITIL4

Dec 12, 2019Paul LeenardsDigital Organization, Observations, Service ManagementIT Service Management, ITIL, ITIL4, principles

Keep it simple and practical is a guiding principle of ITIL4 about doing what is necessary for IT to achieve the desired outcome for the business

Think and work holistically – the fifth guiding principle of ITIL4

Dec 9, 2019Paul LeenardsDigital Organization, Observations, Service ManagementIT Service Management, ITIL, ITIL4, principles

Think and work holistically is a guiding principle of ITIL4 about seeing the bigger picture and connecting IT services to business use

Collaborate and promote visibility – the fourth guiding principle of ITIL4

Nov 27, 2019Paul LeenardsDigital Organization, Observations, Service ManagementIT Service Management, ITIL, ITIL4, principles

Collaborate and promote visibility is a guiding principle of ITIL4 about the importance for business and IT working together

Progress iteratively with feedback – the third guiding principle of ITIL4

Nov 25, 2019Paul LeenardsDigital Organization, Observations, Service ManagementIT Service Management, ITIL, ITIL4, principles

Progress Iteratively with feedback is a guiding principle of ITIL4 about making sensible steps forward while asking for feedback and checking if IT still contributes to the value of the organization

Start where you are – the second guiding principle of ITIL4

Nov 12, 2019Paul LeenardsDigital Organization, Observations, Service ManagementIT Service Management, ITIL, ITIL4, principles

Start where you are is a guiding principle of ITIL4 where it is important to understand what the IT department is already doing to provide value to the business

Focus on Value – the first guiding principle of ITIL4

Nov 6, 2019Paul LeenardsDigital Organization, Observations, Service ManagementIT Service Management, ITIL, ITIL4, principles

The 1st guiding principle of ITIL 4 is focus on value and it might be a bit to abstract to help IT organizations improve in making decisions

Forbes: ITIL 4 is coming

Oct 1, 2018Digital CuratorService ManagementITIL

When ITIL v3 was introduced I was strongly involved in its launch in The Netherlands. At the time I was portfolio manager Service and Performance Management at Getronics PinkRoccade (also known as old Pink Elephant) and ITIL was cornerstone content for us. It was an interesting experience to see how little appetite for change their was among the ITIL consultants and how much the image of ITIL was already tainted by bad implementations (and you should and do not implement ITIL anyway). Now, we see the introduction of ITIL 4 and I feel a bit mixed about it. It seems at one side that the expected update will add value…