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

Overall and next-level-down understanding - ITIL Tutorial

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

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Overall and next-level-down understanding

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- [Instructor] Here's an approach to driving next-level-down shared understanding for you, the team, and the organization. As an individual, make sure you review the glossary terms and their entailments at the next level down. For example, it's great that you can define a business case, but what are the typical parts of a business case as set up by ITIL and what is in common use within your team and organization? If you don't know, you'll make millimeter deep understanding mistakes. The same goes for your team. Does everyone understand these terms at a high level, yes, but do you have a shared understanding at the next level down? Does that understanding differ among you and between you and ITIL? How about for your organization? It's useful to travel from team to team and from organization to organization to be able to ask for a stapler and have people understand what you mean. Likewise, there's no getting around the need to adopt commodity language for commodity items in our IT environment. So, how do we go about doing that? As an example, let's apply the second one here, enlighten and empower people. Here's how. For each of the terms in the preceding list of foundation terminology, rate your understanding with dots. Then, write your next-level-down understanding. Then, do the same for your team and your organization. Then, write the match between your next-level-down understanding and that of your team. Then, yours and that of your organization. What you're trying to do here is to identify where the biggest fit and split is. You might take an action to host a lunch and learn to discuss at the next-level-down a particular concept where there's a large split in people's understanding that is causing the most issues.

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