From the course: Putting ITIL® Into Practice: Applying ITIL® 4 Foundation Concepts

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Reflect and act

Reflect and act - ITIL Tutorial

From the course: Putting ITIL® Into Practice: Applying ITIL® 4 Foundation Concepts

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Reflect and act

- [Narrator] Many ITIL adaptations are top down, organizational level efforts only or mostly. Actions taken mimic downloading and trying to install processes like software. There's no ask of individuals or teams to reflect and act. I advocate what I call the sandwich approach. For a sandwich to stay together, it needs a top slice and a bottom slice. And to be satisfying, it needs a tasty middle bit. The work of organizations is the top slice. The reflection and action of individuals is the bottom slice that keeps it from falling apart. And the work of teams is the tasty middle bit. This is the seventh way: reflecting and acting at the individual and team level within our circles of influence as well as at the organizational level. In this way, we value the reflection and action of individuals, teams in the organization over only or mostly organizational level efforts. In this way, reflection and action is expected,…

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