There is an increasing inability to grasp the things happening around us. This evolution and the proliferation of complexity means we need to change our working practices to build resilience and create the capability to be responsive.

This presentation highlights some of the concepts that we feel are critical in navigating this new, volatile, uncertain, complex and ambiguous (VUCA) service management world in the context of ITIL 4 service management best practices guidance.

In this session, attendees will gain valuable insights into navigating the complexities of today's VUCA environments, particularly within managed IT service contexts. Participants will learn how to cultivate resilience, adaptability and innovation in their organizational practices. This session will equip attendees with practical strategies and frameworks to address VUCA confidently, make informed decisions, and foster high-velocity, heuristic-driven approaches to service management.

What Will You Cover?

•  Understanding the VUCA landscape: Explore the challenges posed by volatility, uncertainty, complexity and ambiguity in managed IT service environments.
• How to navigate the VUCA landscape: Embracing complexity in managed environments to drive organizational resilience and responsiveness.
•  Using the guiding principles in ITIL 4: Explaining how the principles support a more holistic approach to service management, emphasizing values, beliefs and goals over rigid processes.

Key Takeaways:

• Understanding the VUCA reality: Recognise the challenges posed by VUCA within a modern service environment and how human-led, cross-functionally collaborative philosophies and approaches support complexity.
•  A shift in mindset: Gain insights into adopting a mindset that prioritizes adaptability, exploration, and rapid learning over rigid processes and perfect execution.
• Practical techniques: Learn the value of heuristic thinking and collaborative, human-led approaches such as safety culture, agility, autonomy, collaboration and experimentation and the power of guiding principles in enabling organizations to embrace agility and innovation.

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