Mark Smalley is the Lead Editor of ITIL® 4 High-velocity IT that explores what IT service management looks like in digitally enabled organizations. He consulted with fifty industry colleagues from twenty countries to determine the desired topics, and engaged twenty of them as co-authors. In this presentation, he shares his thoughts on key topics such as ethics, unpredictability, safety culture, service-dominant logic, operating models and value streams (which is where the action happens).
After this presentation, IT practitioners should:
- Realize that they are morally responsible for the unintended consequences of their actions
- Use explorative approaches to ‘manage’ complex systems
- Be more human and have more fun in IT