Some of the latest posts in this blog, have been going around the principles behind Service Strategy.
I’ve receiving questions about where all this material fits into the service strategy volume. So, just to clear things up, I’m making this Strategy Principles Summary post, so you can find the early written stuff more easily. Continue reading
I keep getting this question a lot: “Which are the books you recommend to learn
ITIL ?”. There are thousands of ITIL books out there. Many of them really good.
For me, the best you can do if you have the time and the money, is going to the basics. The OGC books are the place where ITIL is defined. So I’ll start from them. Continue reading
In the context of Service Strategy, and ITIL in general, there are three types of service providers:
Resources are assets the organization has. They are used to create value in the form of products and services. Capabilities are abilities an organization has to produce value out of those assets.
Capabilities are strongly related to experience, knowledge and information, and can be found in people, systems, processes and technologies within the organization. Continue reading
The life-cycle defined by ITIL has, at its core, the volume known as Service Strategy.
In this post, we’ll be focusing in the principles behind Service Strategy, as cover in the respective ITIL volume.
“People do not want quarter-inch drills. They want quarter-inch holes.”
Professor Emeritus Theodore Levitt, Harvard Business School
ITIL v3 introduces a wider conception of the IT organization. Most of the concepts included in ITIL v2 are still present in version 3 of the library.
ITIL v3 processes are included in five volumes:
If you’re familiar with ITIL v2, maybe you’re starting to see the shift in perspective. The basic idea behind this library release is that the IT organization should be considered to be in a permanent cycle. Continue reading
