From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts

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Bringing the first four ways together

Bringing the first four ways together - ITIL Tutorial

From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts

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Bringing the first four ways together

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- [Instructor] So here's a quick recap of the first four ways to bring them all together. In the first way, we enact and enable outcomes. To do so, we work between the ears, making driving towards the outcomes how we do things around here, how I work, how you should judge me, and how you work, and how I should judge you, and how ultimately customers and users will judge our results. In the second way, we enlighten and empower people. We work on them having the skills, knowledge, mindset, and tools necessary to succeed and on empowering them to do so. In the third way, we lower barriers and increase enablers to make the right outcomes happen as frictionlessly as possible. And lastly, in the fourth way, we work to improve moments of truth, key interactions between people and on improving the setting those interactions take place in. I'm recapping these here now to highlight how different this approach is from and why we value it over engineering and enforcing end-to-end process…

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