Skip to main content


Showing posts with the label Nine Guiding Principles

Nine Guiding Principles for ITSM or… for Everyday Life

ITIL Practitioner focuses on nine guiding service management principles that distill the core message to facilitate improvement and success at all levels. The principles not only guide providers who want to adopt a good approach for successful products and services but can also be applied to ensure our day to day success. Yes, that’s right! These principles could be applied to buying a car, ordering food and more. Example: I want to purchase a car . 🚗 Guiding Principles ITSM Academy's ITIL Practitioner course is based on these 9 Guiding Principles 1) Focus on VALUE - I need a car but I don’t want to exceed my budget for this. Value for me means awesome performance and that this car looks amazing. It must be a good fit and be cost effective. Good luck, right? Value is determined by price but also by performance and perception. 2) Design for Experience – Here I would be looking for something that is durable, has lots of techno gadgets built into the dash and if it is luxurious w

The Role of Process Practitioner

The role of the Process Practitioner is by far one of the most critical, and is sometimes overlooked in lieu of others such as Process Managers and Process Owners.  Don’t misunderstand, Managers and Owners are important and are key success factors, but the Process Practitioner role is where the rubber meets the road.  This is the role assigned to individuals who will be performing the work on a day to day basis.  ITIL has always emphasized the need for clearly defined roles for Process Owners and Process Managers. ITIL also speaks to the role of Service Owner, an individual who is accountable for and represents the end-to-end service.   Within each process, there may also be roles that are designed to carry out certain process activities … these are the “Practitioners”. Without this role and skill set everything else becomes a moot point. Successful service management dictates that specific individuals are assigned to specific roles with specific responsibilities for one or more p