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The Four Dimensions of ITIL 4 and the Changing World of Work

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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 expensive commer…
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IT's impact on the employee and customer experiences during COVID-19 (and beyond)

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Originally posted on tsoshop.co.uk, AXELOS Global Best Practice Blog, July 2020 and written by Rae Ann Bruno, President of Business Solutions Training, Inc (BST)


As it became evident that sheltering was going to be a requirement during COVID, things changed drastically and quickly for organizations. The workforce became remote virtually overnight. Information technology (IT) was suddenly 'at the table' with the business decision makers - some for the first time - to help organizations set-up a remote workforce and service their external customers. What IT accomplished for their organizations, demonstrates the value of the ITIL 4 guiding principles and a focus on the employee and customer experiences.

According to PRINCE2, a project is 'a temporary organization that is created for the purpose of delivering one or more business products according to an agreed business case.' Project managers are empowered to chair the project team and direct them toward successful delivery…
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HVIT – An Atmospheric View of High Velocity IT

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A Digital Transformation requires radical and profound change that orients an organization toward an entirely new direction and takes a service provider to an entirely different level!

High Velocity IT (HVIT) is the application of digital technology that will likely play a major role in significant business enablement where speed is crucial!

This is an Atmospheric View of High Velocity IT - Meditate on this for a few - POWERFUL!
High Velocity IT is just a normal way of doing business for some organizations. For others it is an aspiration and many service providers are on a quest to get there fast. Best practice shows that there are three core elements required for HVIT and after taking a deeper dive into these aspects I became excited to see how these characteristics can change the world!

Want to LEARN more?

Get Certified in HVIT. The HVIT Certification Course takes a deeper dive into this model.
This is more than a skillset it is an ability to shift the entire organization toward sys…
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The EVOLUTION of the ENGINEER – Site Reliability Engineers

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ALL CALL SREs REQUIRED! 
Let’s take a walk down to the ocean and while you consider the opportunity, benefits, and $$$, think about dipping your toe in. Let’s explore Reliability, Site Reliability, and the Site Reliability Engineer. 

No doubt the world is evolving. People are evolving and tech is evolving. Business and customer requirements are evolving. The evolution of systems requires the evolution of engineers. Nature and pandemics put undue stress on our resources! In comes the Certified Site Reliability Engineer. 

"Urgent, Urgent, Urgent… All hands on deck!", is a call that practitioners, managers, and organizations do not want to hear and recognize must stop!

Reliability – At a minimum, we recognize that the delivery of service is not dependent solely on the quality of the product itself and the goal is not that the products or service merely be deployed. A service must be operated and sustained over a period. How long? For the life of the service. Or in some cases, u…
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How to Move and SHIFT the CULTURE!

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There are three core frameworks that can help us to shift the way we think, do work, and ultimately shape the behaviors and values that are the heartbeat of our organizations - CULTURE! Each of these models can be used to identify, analyze, and move an organization to new heights, new ways of collaborating and increasing speed and value for service consumers.

Models for learning how to "Shift the Culture!”
Erickson Model – Identifies the stages of psychosocial development 
The Erickson Model helps as a starting point for “Where are we now?”.
Westrum Model – Focus here is on the organizational types:  - Pathological
 - Bureaucratic
 - Generative 

The Westrum Model helps providers get detail on the behaviors within their organization and teams. 
Laloux’s Culture Model – Frederic Laloux’s model provides a clear picture of how culture may evolve in an organization. Laloux expands the concepts of the two previous models.
The model comes from Reinventing Organizations – a landmark book …
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Culture Hack Required!

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The risk is below the water and we are headed right towards it. Organizational Transformations, Business Transformations and IT Transformations are all at their very core really CULTURE Transformations! 



Ok friends, I’ve loaded this one up. For a deeper dive into some of the topics addressed in this blog, be sure to click on the embedded­­ links provided.

Culture must be considered to Drive Stakeholder Value - This is POWERFUL!

Think about how a culture shift enables the following:
Mapping the customer journey with all touchpoints and interactions. You can potentially map the customer journey and map the stakeholder’s roles and responsibilities brilliantly, but what about the cultural shift to enable these stakeholders? Without it we will likely fall short of our goals.If we have any hope of converting demand into value via IT-enabled services – culture is key! Properly designing XLAs, SLAs and meaningful measurement models.  Without culture, the risk is high that even if you have a…
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Virtual Classrooms WORK for YOU - the LEARNER!

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Considering an Instructor-Led Virtual Classroom for your next class? 
Online Instructor-Led Virtual Classrooms allow YOU the learner to immerse in material that is presented in a fun, practical manner. Try it! I promise you won’t be disappointed. 

Virtual Classrooms are available for Certification and Non-Certification courses including:
Agile Service ManagementDevOpsITILCX and XLA TrainingValue Stream Mapping (VSM) This is NOT a Webinar! This is NOT an e-learning self-paced computerized course.  You are not on your own!  Instructor-Led Virtual Classrooms Allow YOU to:  Learn online with a live experienced instructor.Interact in group discussions and activities with others in the class.Engage your instructor with ongoing Q and A throughout.Listen to or share real-world examples.Participate in analyzing sample exam questions with the instructor. Collaborate with chat, open mic, polls, and other interactive tools – VOIP or phone! Learn from; review sessions, videos, workbook activities, stud…
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