From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts
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Enlighten and empower people - ITIL Tutorial
From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts
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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Contents
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Applying ITIL doesn't have to be this way2m 12s
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The Seven Ways: Service management applications2m 17s
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The Seven Ways: A service management manifesto5m 52s
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Enact and enable outcomes8m 26s
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Enlighten and empower people3m 32s
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Lower barriers, increase enablers1m 51s
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Improve moments of truth3m 10s
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Bringing the first four ways together1m 1s
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Root out variation and dependency5m 16s
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Lower transaction costs2m 23s
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Reflect and act as individuals, teams, and organizations3m 38s
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Now that we've covered our approach, let's start applying1m 3s
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Services and stakeholders1m 39s
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Services and business services1m
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Value perception and stakeholder relations1m 20s
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Hiding the specifics of costs and risks1m 39s
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Internal and external services, customers, and users1m 43s
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Core, enabling, option, and enhancing services1m 5s
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Service assets1m 5s
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Service parts1m 24s
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Service features, qualities, and telemetry1m 37s
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Service management capabilities1m 30s
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Service portfolio1m 18s
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Service catalog1m 12s
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Utility and warranty = Value1m 19s
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Variation, dependencies, and service degradation50s
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SLAs, OLAs, and UCs1m 43s
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Why shared terminology is important1m 45s
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Service management terminology and key principles and models2m 4s
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Overall and next-level-down understanding1m 31s
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A hunting we shall go1m 7s
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Do something with it1m 6s
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Where does it hurt?1m 2s
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Key principles and models50s
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Value creation through services1m 15s
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People, process, products, and partners1m 58s
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Five aspects of service design1m 4s
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CSI approach53s
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CSFs and KPIs1m 8s
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Baselines52s
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Technology, process, and service metrics1m 7s
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