Skip to main content

How To Use ITIL® 4 Create, Deliver and Support in the New Normal

Originally posted on The AXELOS Blog, March 2021 and written by Solmaz Purser, Project Editor, AXELOS


The past year has been tumultuous and unexpected, to say the least. Over a year on from the start of a pandemic that few ever expected, the world has certainly changed. Many people are now working from home. This was expected to be a temporary measure, but in some instances, people have been working from home for nearly a year. It would be fair to say that this is the new normal, where commutes now involve walking to a computer, and work social events are conducted via video conferencing.

This brings us to ITIL® 4;: Create, Deliver and Support (CDS) and how it can be used to help you in the new normal. The components of CDS are flexible and adaptable enough to be applied to any situation, such as surviving prolonged periods at home.

Relationship management

CDS explores the importance of relationship management, where a service manager acts as a point of contact and liaison between the various stakeholders. For those living with others, prolonged periods of contact in confined spaces can cause tempers to fray and arguments to erupt.

In these situations, it might help to nominate an impartial referee to settle any arguments. If that isn’t possible, remember another CDS principle about communication: good communication is vital and can use various types of media.

So, to avoid an argument, go to separate parts of your home. Any tension can be resolved later when both parties are less angry. Or, if you don’t think that a face-to-face argument is a good idea, conduct your argument via a messaging app, or with paper airplanes. CDS encourages the use of verbal and written communication, whatever works best.

Team culture

Effective communication and relationship management form part of the team culture. For a team to be successful there must be a cultural fit, where the team’s culture complements the persons. This applies to those who live together. If you are too different, it can cause problems.

For example, if one person is very tidy and another messy, this will eventually lead to resentment and arguments. However, these differences can be reconciled through social activities, such as board games, quizzes, or movie marathons. Each person also needs to remember that they are part of one household (or team) and need to take responsibility to maintain an effective environment. In other words, chores must be shared out equally!

Value streams

Many household chores can also be viewed as value streams. For example, the buying, preparing, cooking, and cleaning involved in meals is a series of steps taken to deliver value, which in this instance is food.

CDS can be applied to the meal preparation value stream by adopting value stream optimizing suggestions, such as eliminating work that does not create meaningful outcomes. So, if you include kale in your shopping list despite knowing that you won’t use or eat it, stop. Also, utilize time-saving devices. This could be a robotic vacuum cleaner that cleans as you work, fulfilling two actions at once.

Value stream outputs can also include information, which can be shared with other stakeholders to aid in ongoing management. So, after a meal, the other stakeholders can provide their opinion and evaluate the process from start to finish. The cook can then decide if they will cook that meal again or if they can improve the efficiency of the value stream. For example, by completing some of the washing up as the meal is cooking. This can also be added as an additional step in the value chain.

The components of CDS can be applied to any situation, including the new normal. This can be a great opportunity to practice applying CDS before the world (hopefully) goes back to the old normal.

To learn more; consider the following ITSM Academy certification courses:

Comments

Popular posts from this blog

What is the difference between Process Owner, Process Manager and Process Practitioner?

I was recently asked to clarify the roles of the Process Owner, Process Manager and Process Practitioner and wanted to share this with you. Roles and Responsibilities: Process Owner – this individual is “Accountable” for the process. They are the goto person and represent this process across the entire organization. They will ensure that the process is clearly defined, designed and documented. They will ensure that the process has a set of Policies for governance. Example: The process owner for Incident management will ensure that all of the activities to Identify, Record, Categorize, Investigate, … all the way to closing the incident are defined and documented with clearly defined roles, responsibilities, handoffs, and deliverables.  An example of a policy in could be… “All Incidents must be logged”. Policies are rules that govern the process. Process Owner ensures that all Process activities, (what to do), Procedures (details on how to perform the activity) and th

The ITIL® Maturity Model

Most organizations, especially service management organizations, strive to improve themselves. For those of us leveraging the ITIL® best practices, continual improvement is part of our DNA. We are constantly evaluating our organizations and looking for ways to improve. To aid in our improvement goals and underscore one of the major components of the ITIL Service Value System , Continual Improvement .   AXELOS has updated the ITIL Maturity Model and is offering new ITIL Assessment services. This will enable organizations to conduct evaluations and establish baselines to facilitate a continual improvement program. A while back I wrote an article on the importance of conducting an assessment . I explained the need to understand where you are before you can achieve your improvement goals. Understanding where you are deficient, how significant gaps are from your maturity objectives, and prioritizing which areas to focus on first are key to successfully improving. One method many organi

The Four Ps of Service Design - It’s not all about Technology

People ask me why I think that many designs and projects often fail. The most common answer is from a lack of preparation and management. Many IT organizations just think about the technology (product) implementation and fail to understand the risks of not planning for the effective and efficient use of the four Ps: People, Process, Products (services, technology and tools) and Partners (suppliers, manufacturers and vendors). A holistic approach should be adopted for all Service Design aspects and areas to ensure consistency and integration within all activities and processes across the entire IT environment, providing end to end business-related functionality and quality. (SD 2.4.2) People:   Have to have proper skills and possess the necessary competencies in order to get involved in the provision of IT services. The right skills, the right knowledge, the right level of experience must be kept current and aligned to the business needs. Products:   These are the technology managem