By Donna Knapp  and Lisa Schwartz For years, people , process , and technology (PPT) provided a widely recognized framework for balancing and integrating the components needed to achieve effective performance and outcomes. In the ITIL v3 Service Design publication, this perspective expanded to the four Ps: people , processes , products , and partners . ITIL 4 developed these ideas further through the four dimensions of service management. ITIL (Version 5) carries the same four dimensions forward into digital product and service management, emphasizing their importance throughout the product and service lifecycle. The four dimensions are: Organizations and people Information and technology Partners and suppliers Value streams and processes These dimensions provide complementary perspectives for managing digital products and services. They apply across the ITIL Value System, including its management practices and the activities through which products and ser...

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, practice manager, or practice 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 le...

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 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 Strea...

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...