Organizations and People Deliver Value to your Customers – ITIL 4 Certification Video Training
This video is from our ITIL 4 Video Certification Training Course. Start training today!
Video Transcription:
Our first dimension of the ITIL 4 Framework is Organizations and People, we can have all the technology, all the workflows and tools we need, but if we don’t have proper organizations and people with the right skills and competencies, we will not be able to deliver value for our customers.
Think about it. It’s not just about organization charts. It has to deal with how our different communication structures take place, our different training, our aspects of culture within organizations and people. We look at different decision authorities and escalation procedures and those types of things.
This is a very important dimension. I believe it underpins all of the other dimensions, personally. It’s complex. We don’t have easy organizations anymore. We have multiple organizations across multiple parts of the globe.
It’s growing, and it’s important to ensure that the way an organization is structured and managed as well as the roles, responsibilities, and the systems of authority and communication that’s well defined and supports our model for delivering value. It helps us look at delivering that strategy.
Some comments on organization people. Of course, we cannot depend on a formally established structure or system of authority, but we also need culture. We need capacity. We need competency training in different levels of authority in an organization. Of course, people include customers, employees, suppliers, other stakeholders.
That’s a key element to these organizational structures for us. Like we said before, the skills, competencies, leadership and how we communicate and collaborate in the organization. This also covers roles and responsibilities. Formal organizational cultures, structures, culture, our staffing and our competencies, organizations and people is our first dimension of the ITIL 4 framework.
Mark Thomas – ITIL and COBIT Instructor
ITIL 4 Certification Video Training Course
Interface Technical Training
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