Revealed: How Organisation and People works in ITIL 4

Revealed: How Organisation and People works in ITIL 4

Introduction

One of the new innovations introduced by ITIL 4 is the four dimensions of Service Management. The four dimensions include Organisation and people, information and technology, partners and suppliers as well as Value streams and processes.

 

In this article, we will look at how organisation and people can affect the way service is been rendered to service consumers in any organisation. Follow me as we look at that together in this article.

 

How Organisation and People works in ITIL 4

 

#1 System of authority

One of the structures that you have to put in place in order to render effective service has to do with your system of authority. This has to do with the reporting structure in your organisation. All organisation staffs cannot be on the same level and you will expect the system to work effectively. This does not rule out the fact that we have to encourage team spirit in the organisation. Besides, each of the team members has to know who is reporting to who in the organisation.

 

#2 Roles and Responsibilities as part of an organisation and people strategies

Another aspect of the organisation and people that the top management needs to work on is to define roles and responsibilities in the organisation. Each role must be assigned to team members based on their level of competencies and not out of favouritism. They have to make sure that they identify portfolios that need to be established in order to ensure that the organisation is able to deliver on their promises to customers.

 

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#3 Right level of workforce capacity as part of an organisation and people strategies

There is a need for the organisation to make sure that they have the right combination of workforce required to deliver on demand. They have to do their employment based on merit. They also have to continue to train and retrain their employees so as to help them to deliver on result. This will go a long way in assisting their staffs to contribute their quota to overall customer satisfaction.

 

#4 Organisational culture

Another aspect of organisation and people in service management has to do with the formation of organisational culture. Culture has to do with the way things are been done in the organisation. It may have to do with areas such as shared values of people in the organisation, leadership champions and advocate of values in the organisation, communication among rank and file in the organisation as well as the promotion of trust and transparency in the organisation.

 




It should be noted that systems and authority itself are not enough to improve organisational effectiveness in any organisation, it has to do with the promotion of culture and values that support the way the organisation wants to work.

 

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