By Donna Knapp In the context of work, a role is typically defined as a set of responsibilities, activities and authorities granted to a person or team. While a role can, at times, represent a full-time job, this is not always the case. In the course of our work, many of us play different roles (i.e., we wear different hats). For example, we may play different roles within our teams (e.g., team lead or team member), or within practices (or processes) (e.g., practice owner, process owner, or practice/process practitioner), or in the context of a framework or methodology (e.g., customer, user, or sponsor; or product owner, scrum master, or scrum team member). Roles are important because they provide greater flexibility than job descriptions, which are often bound to formalized performance plans and perhaps even to contracts. This flexibility is important because organizations are increasingly adopting operating models that are more evolutionary and less structured than most companies h

Generally, when we think of “relationships” we immediately think of the people aspect.  In ITSM we are referring to the relationships between third-party vendors, suppliers, customers, and many other stakeholders necessary to deliver the optimum service. It is mandatory to be able to manage those relationships at the appropriate level. One way to understand the “organization and people” involved in those relationships is to understand the constructs of a “Service Relationship” .  ITIL provides us this model.  Starting from the bottom of the diagram and moving up, let's  discuss the critical elements   of a Service Relationship:  Resources – All resources including people, process, and technology. In ITIL terms that includes resources from all Four Dimensions: People and Organizations  Information and Technology Partners and Suppliers  Value Streams and Processes  Products – A configuration of resources provided by the service provider that are potentially valuable to their cus

Originally posted on owlpoint.com , June 15, 2020, and written by Mark Blanke , CEO of Owlpoint, and Chairman of The CIO Initiative The Four Dimensions of ITIL 4 and the Changing World of Work Recently Twitter CEO Jack Dorsey announced his employees could continue working from home “forever.” Knowing some people like an office environment, Dorsey is keeping the door open for those who want to return to the workplace. But ultimately, he is leaving it up to each employee to decide what they want to do. Dorsey’s statement follows reports that Fortune 100 corporations, including JPMorgan, Facebook, Capital One, Amazon, Microsoft, Zillow, and others, are extending work-from-home policies. Post-COVID-19, having employees in an office environment can be a sticky proposition. What if someone falls ill and infects others? What if a valued employee simply doesn’t want to come in – ever? What if half of your office space is continually empty? This leads to another question – why rent expen