From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts

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Enlighten and empower people

Enlighten and empower people - ITIL Tutorial

From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts

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Enlighten and empower people

- [Instructor] If I can only do one thing when implementing Idle, I will always make the same choice. Work mostly between the ears of the people of the organization. So they get it, the outcomes of service management and get on with it. Drive towards those outcomes. If you think of processes as what people do driving towards the processing more outcome as enabled or disabled by tools in process documentation, etcetera. This makes a whole lot of sense. If processes are what people do, your number one job is it make sure people get the process outcome and to ask them to drive towards it and make sure they are enabled with the right skills, knowledge, mindset, and tools to succeed. What I want them to do is to take action within their circle of influence to drive towards those outcomes and ask for things to enable them to do even better. Some of which they may get and others not. This creates a virtuous circle of enacting processes. Enlightening and empowering people is especially…

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