This lesson focuses on the "think and work holistically" guiding principle.
- Think and work holistically. This principle says that we should take a holistic approach to service management and this requires us to have an understanding of all of the parts work together in an integrated way. Think about this like your car. Your car, you get in and you drive and your output of that or your is a complex piece of machinery. There are lots of different systems from the engines to the brakes to the transmissions to the air conditioning that all have to work together to make that system work, now if you understanding it holistically. You have to understand everything and how it works together, now, as somebody who drives a car, do I really need to know every single piece of that car, no, I need to know the holistic approach to it and that way I can understand its simplicity of if I put the key in and I turn it and allow me to drive to my destination. Now, as we look at our IT services and IT service management, we have to make sure that we're addressing all four dimensions because this will make sure that we're thinking of things in a holistic manner. I'm going to consider my organizations and people. The information and technology. and the value streams and processes. If I use those four dimensions of IT service management, those four perspectives I'm going to make sure that I have a good holistic overview of how that service works. tactical with it, I can go ahead and look at the service value system the input, the demand, and the opportunity as it goes through the middle of the service value chain, and it goes through the governance and the continual improvement and the guiding principles and then Again, by using these two frameworks, the four dimensions, and that service value system I really can understand things in a much more holistic way, now, as I look at things from a holistic area I want you to remember that systems are complex and you have to recognize that a lot of inputs and there's a lot of outputs. Things are rarely as simple as steps one, two, and three, generally there's steps one, two, and three but they're impacted by another series of processes or steps that are outside of itself, if I'm running something like a web server, well I'm going to have the website and the code for that, but it also is an underlying operating system and an underlying server and an underlying network, and underlying connectivity and all of those are inter-related. If I understand the complexity of a system I can then understand the simplicity of the system on the other side of it and I'll explain that here in a little bit as well. Another key to working holistically is to collaborate, and we talked about collaboration in the fourth guiding principle. Collaboration really is the key to thinking and working holistically. If I work in IT, I might understand all of the bits and the bytes and the servers and the connectivity, but I might not understand what the larger business is looking for to get out of this service, so as I look at this service, I want to make sure I'm collaborating with the people who are going to be selling the service, the people who are going to be marketing the service. The people who are going to be supporting the service, and if we all look at it from all of our different perspectives we can make sure we're looking at this thing in a holistic and integrated way. Whenever possible, we want to look for patterns of interaction between our different system elements. What are the things that are going to give inputs or outputs from the system and affect the way it performs. To make something truly simple you have to understand all of its complexity and then once you understand the complexity you can proceed to bringing it back up to a simple representation. For example, recently I was working with an organization and we were trying to better understand the way their cyber security posture was set up. Their cyber security posture had dozens and dozens of different systems all working together to hopefully give them a good cyber security posture. Now, as we wanted to figure out what the complexity was and to simplify it we had to go through and bring in people from all of the different programs that were being run across the security stack. And as we did that, we started figuring out okay, this program This other one does functions four and five. This other program does functions one, four, five, and six, and we had to start laying out in deep complexity each of the interactions between all of these different systems so we can then look simply as we step back from a security perspective holistically. Again, if you want to make something simple, you have to first understand the complexity of it. Then you can go through and try to minimize as much of the complexity and represent it as a simple solution at the end. Finally, when you're working holistically you also may want to consider the use of automation IF we consider the example of an incident management system, your service desk is probably going to be the entry point for any incidents that are reported to the organization. They're your first line help desk they're going to log those, categorize those and tag those, but at that point the system can then use automation to make sure those get put into the right department for them to be able to work in, for example if you had a hard drive that failed you're going to call the help desk. They're going to put in the ticket and it's going to get routed over to people who support hardware. If you're having trouble accessing routed to a different team, and it's going to be working across the entire organization that way, but this IT service, this service of incident management, is going to be something that's going to be holistic across the staff, and we're going to use automation to help support that.
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- ITIL® and the fourth industrial revolution
- The four dimensions of service management
- The service value system
- ITIL® guiding principles
- Service value chain activities
- Continual improvement
- General management practices
- Service management practices
- Technical management practices