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

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…

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

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…

HVIT – An Atmospheric View of High Velocity IT

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…

The EVOLUTION of the ENGINEER – Site Reliability Engineers

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…

How to Move and SHIFT the CULTURE!

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 …

Culture Hack Required!

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…

Virtual Classrooms WORK for YOU - the LEARNER!

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…

Experience Level Agreements & Surveillance Capitalism

Written for LinkedIn.com by John Worthington, Director of Customer Success at eG Innovations

Experience Level Agreements & Surveillance Capitalism
Does the Customer Really Come First?

On Sundays, I try to relax and not think too much about business, but I almost always fail to do so--- Monday’s right around the corner and it’s impossible not to begin thinking about the week ahead...

As it happens today I read an article in the NY Times and was immediately drawn to work. Being focused on the digital user experience and recently completing ITSM Academy’s The Essence of eXperience (XLA) Certification(see my review here), I found this article unsettling to say the least.

Don’t get me wrong, managing the customer experience is definitely key to survival in the digital age, but it’s not a big jump from managing the experience to managing the customer.
“These data flows empty into surveillance capitalists’ computational factories, called ‘artificial intelligence’, where they are manufactured i…

Why We Must Transcend Silos

Survival - For a service provider to survive in today’s fast-paced delivery environment they will likely need to move away from old ways of doing things. We hear things like; "Terms matter", "Shift your thinking!" or "Shift the focus!" and "CHANGE the CULTURE!".  It is becoming more evident than ever that our organizational structure including silos could be an impediment.

Structure – An organization’s structure impacts how work gets done. Structure influences the actual product and service architecture. Some organizational structures even have siloed within silos. 
Structure matters. Silos can fracture the velocity of delivery and the quality of what is delivered. We can transcend silos! ITIL 4 Foundation or the new DevOps Leader certification classes are a good place to start learning new and better ways for the conversion of demand to value for service providers.

Considerations for Transcending Silos
Measurement – High performing IT organiz…

SRE Is the Most Innovative Approach to ITSM Since ITIL

Originally published on DevOps.com, written by Jayne Groll, CEO of DevOps Institute

For over a decade, ITIL has been the leading ITSM framework adopted by enterprises across the globe. So, what is driving a rapidly increasing interest in Site Reliability Engineering (SRE) as a service management alternative?

In its own words, Google refers to SRE as its approach to service management: “The SRE team is responsible for the availability, latency, performance, efficiency, change management, monitoring, emergency response and capacity planning.”

In traditional ITSM terms, the role of the SRE is responsible for service level, change, availability, event, incident, problem, capacity, performance, infrastructure and platform management. While the operational practice areas may be similar, there are significant differences in how the practices are approached.
ITIL4 Framework Compared to SRE

Released in 2019, the newest update to ITIL4 remains a complex governance model with four dimensions, seven g…

Up YOUR Game – Become a Certified Process Design Engineer!

I find that there are many people that do not understand WHAT a Certified Process Design Engineer (CPDE) really is (be sure to scroll down on the page and then download the free whitepaper for surprising details). The CPDE role is likely much broader and deeper than you might think!

Time and Money?! Yes, but not at the expense of quality and stability! 
The role of a Certified Process Design Engineer is a critical skill set for all IT service providers. There are many frameworks and standards that define practices and methods for achieving success; ITIL 4, Agile, Lean, DevOps, COBIT, ISO, and Site Reliability Engineering (SRE) are only a few. My point is that while each describes processes and controls (what to do), they don’t provide clear, step-by-step methods and techniques for designing, reengineering and improving processes (how to do it). 
A Certified Process Design Engineer equips managers and staff at all levels to lead the organization to do the “right” things but also leads…

ITIL 4 – Decoupling Deployment from Release Management Practice

ITIL 4 is an evolution of ITIL V3. Before we start talking about specific processes or practices, it is important to stress that the focus has shifted. ITIL 4 gives us a fresh perspective to service management and emphasizes the customer user experience, the approach to the overall service value system, the service value chain and value streams, and much more. 
Download the What is ITIL 4 document from the ITSM Academy Resource Center and be sure to read past the first few pages for more information on the new perspective that drives modern service management. The emphasis is on value from the customer user experience and integrated holistic approach. That does not mean that the processes are going away. Today we refer to a process as a "practice". Practices are broader in scope than processes and include all 4 dimensions/resources including the process. Two processes or “practices” that have been decoupled in ITIL 4 are the Deployment Management practice and the Relea…

ITIL 4 – Mapping the Customer Journey

All service providers are in the business of customer and user experience. It is not enough to compete on products and services, how services are delivered is as important as what is delivered.

The customer journey is the complete end-to-end experience customers have with one or more service providers and/or their products through the touchpoints and service interactions with those providers. In order to focus on the outcomes and on the customer/user experience, service providers are seeking to master the art of mapping their customer journey. Doing so allows them to maximize stakeholder value through co-creation of value throughout the entire value chain.

The customer journey begins by understanding the overall macro-level of steps or groups of activities that generate the need for interaction between the customer and the service provider. These activities begin at “Explore” and end with “Realize” where the value is actually being consumed by the end-users.
The Band of Visibility

Shifting Sands - Minimum Viable – What is it Really?

For high performing IT providers, the sands are shifting. If you are getting certified in ITIL 4, DevOps, or Agile Service Management you hear that we have to “Think BIG and ACT small!”. Minimum Viable Products and Minimum Viable Processes (MVP) are on the move. Historically, IT organizations delivered products and processes into production with huge batch runs or the big bang approach. This method is fraught with issues, escalations, and constant firefighting. These large releases are tightly managed, governed from the highest levels, and require participation from all parts of the organization. The days of large batch runs that take months to create and war rooms staffed 24×7 for weeks before and after the release, have given way to small incremental deployments.

In comes Minimum Viable Products/Processes: 
High performing organizations know that deployments that deliver value to the consumer fast are required. The idea is not to stage, stage, stage until you have a huge batch big …