From the course: Putting ITIL® Into Practice: Applying ITIL® 4 Foundation Concepts

Apply the four dimensions - ITIL Tutorial

From the course: Putting ITIL® Into Practice: Applying ITIL® 4 Foundation Concepts

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Apply the four dimensions

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- [Narrator] The four dimensions of service management represent perspectives that are critical to effectively and efficiently delivering value to customers and other stakeholders in the form of products and services. Let's have a look at each and how to apply them. If there was an ITIL tattoo this would be it. Organizations and people, information and technology, partners and suppliers, and value streams and processes. This is perhaps the easiest of all ITIL constructs to get value out of, nearly every minute of every day. Here's how to do it, applying the fourth way, improving moments of truth. When you're in your next meeting about a project, a risk, a change, or an incident or problem, ask yourself which of the bucket or buckets of these four dimensions is this conversation in, and which bucket or buckets are being skipped or treated too lightly, representing a risk or missed opportunity? Let's say you're discussing a project and 99% of the conversation is around technical specs for the project. What about the people bucket? What about knowledge transfer, training for the service desk, and so on? What about the suppliers? Do they need to be trained? You can add value in every single interaction if you simply click through these four buckets and ask some questions or provide some input related to the buckets that are being underrepresented in the conversation. Now don't break your brain doing it, the idea is not to search for relatively inconsequential stuff. But in my experience, almost without fail, if you tick through the four dimensions, you'll bring up a risk or an idea or a task or something that hadn't been thought of or discussed. You'll be able to add more value in every interaction. Who wouldn't want to do that? At the team level, it's the same thing. It's great when everyone is doing this, and as a team, you're expecting it and welcoming it. And it's part of the culture of how we do things around here. Typically, technical people overfocus on the technology bit, no big surprise there, right, after all we're technologists. But any of the four dimensions can be over or under focused on. What we're looking for here is, balance. PESTLE is acronym for the Political, Economic, Social, Technological, Legal, and Environmental factors that constrain or influence how a provider operates, and constrain how the organization can configure resources to address the four dimensions of service management. Let's apply the PESTLE model concept using the fourth way, improving moments of truth, here's how. List each of the PESTLE elements. For each, cite one example of how this factor has constrained, and one example of how it has influenced how you operate as a provider. Next, consider the moments of truth associated with each of these situations. What can you do to improve the interaction or setting these take place in?

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