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

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Lower transaction costs

Lower transaction costs - ITIL Tutorial

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

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Lower transaction costs

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- [Instructor] The sixth way is about lowering transaction costs and making things ready to hand over working on culture. My advanced degree is in the study of organizations and cultures, so this topic is near and dear to my heart. One idea I studied was sociotechnical systems, where we see that tools affect culture and vice versa. In areas like DevOps there is an emphasis on culture, but that culture is also a function of the tooling. I think you need to work on both, but I don't think you can achieve the right culture without the right tools, so I prefer to lead with tooling over culture. Let me tell you what I mean. The general idea in service management is to bring value to customers and users through services quickly and with quality. We can do that to the extent that our tooling allows. For example, if we have continuous integration and blue-green deployment in place, we can have a much faster time to value and quality than where we do not. Why is that? The primary reason in my…

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