Digital technologies and modern ways of working such as Agile, DevOps, Site Reliability Engineering, and Value Stream Management have changed the game. Fully realizing the business outcomes that can be achieved from these investments requires a solid foundation in IT service management (ITSM). Through all these innovations, the ‘what’ and the ‘why’ of ITSM hasn’t changed. Nurturing a value and outcome-oriented, customer-focused culture will always serve you well. It’s the ‘how’ that MUST change.

ITIL 4 is recognized globally as the de facto standard for IT service management. Understanding and introducing the entire ITIL portfolio in an organization can, however, be overwhelming. In reality, what organizations need is ‘just enough’ capability to meet their needs and support their goals.
Traditional IT service management practices (in some organizations) are bloated and overly bureaucratic as they were put in place to minimize the risks associated with large waterfall projects. Times have changed. An agile service management approach ensures that practices are designed with ‘just enough’ control and structure to achieve their objectives.

Join Donna and learn:

• 10 tips for applying Agile and Lean principles to your practice design and improvement activities
• What to design in and what to design out
• The characteristics of a minimum viable practice