In my previous articles, I have talked about some of the seven ITIL 4 Guiding Principles. In this article, I want to throw my searchlight on the ITIL 4 Guiding Principles which is: Think and work holistically.
When looking at the holistic approach to service management, you need to know that it has to do with looking at the different aspects of IT Service Management and see how everything can work together.
In order to collaborate and work holistically, you have to:
#1 Address all the four dimensions
When it comes to working holistically, you have to look at all the areas that will be affected by the initiative. You need to also know the extent of the changes as well as how all the different component will work together as a unified whole. Most importantly, you should not forget the impact of the PESTLE model on your initiative.
#2 Understand the full-service chain
There is a need for you to also understand the full-service chain when it comes to value co-creation. You need to identify all employees as well as stakeholders that are involved in delivering value to customers. You also have to know the roles that each and every one of them has to play in the value chain. This will go a long way in assisting the management to make informed decisions as regard stakeholder preferences.
Practical application of this Guiding Principle…
#1 Recognise the complexity
There is a need for you to recognise the complexity of the entire system. That means you should try and understand the different component and the roles that each subset of the system are going to play in making the system works. it is when you understand the complexity of the entire system that you can make an informed decision when any part of the system has issues. This will also allow you to know the angle that each of the stakeholders are coming from when they are making contribution to issues.
#2 Collaboration is the key when it comes to ITIL 4 Guiding Principle
There is a need for you to understand the power of collaboration among the different stakeholders and team members working on the project. You should always avoid lone rangers who will not want to work with others in order to achieve the desired result. Organisations have to understand that building an organisation that is rightly delivering value to customers involves the use of a multi-disciplinary approach to solving customer issues.
#3 Pattern of interaction
When applying this ITIL 4 Guiding Principles, you have to look for the pattern of interactions among the different subsystems that you have. You need to take time to study the entire and plan how they can work seamlessly. Planning the entire system will also assist the IT Manager and the entire team to see areas of improvement in order for the system to work better.
#4 Make it simple
There is a need for you to make the entire system simple. That means it must be easy for you to implement. There is a need for you to also build scalability into the entire system. That means you must be able to expand it beyond the immediate structure of the system. You need to note that before any system can be made simple, you need to understand how the complex part of it works. That will help in breaking down the entire system for efficiency.
#5 Automation to the rescue
You need to note that the best thing that can facilitate working holistically is automation. Automation is a process whereby you allow consumers to have access to resources or perform some functions without having to request approval from the organisation. This is good as it will allow the employees to concentrate on other important functions. It will also make the entire system to be more efficient. In this age, a serious-minded organisation should strive towards automation of their overall processes.
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