ITIL4 Guiding Principles – Human Digital Transformation

9:00 Uhr, Maria Theresiensaal

Many organisations are facing challenges in finding ways to merge their traditional operations and service management organisations with agile and devops ways of working. Both approaches are needed – organisations need process and structure as well as the ability to work quickly and effectively – there is no right or wrong here or one-size-fits-all way of doing things. The challenge is often for the human beings caught between different cultures, different generations and different languages and ways of working.

This session explores how to bring these contrasting worlds together for successful transformation and value. The focus of this will include how ITIL4 fuses the proven worlds of ITSM with current models, language and methods for agile, product management and devops practice. The focus of this is the ITIL4 Guiding Principles, which are flexible and context-relevant guidelines on how to apply common sense in a variety of different situations. The Guiding Principles provide the key to open up new and collaborative ways of working across all areas. They also finally remove any doubt around the fact that ITIL is not a prescriptive or rigid way of working – quite the contrary…!

Barclay Rae is one of the Lead Architects of the new ITIL4 programme, with many years of experience working with culture and organisational change.