From the course: Putting ITIL® Into Practice: Applying ITIL® 4 Foundation Concepts
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Enable outcomes - ITIL Tutorial
From the course: Putting ITIL® Into Practice: Applying ITIL® 4 Foundation Concepts
Enable outcomes
- [Instructor] So how do we reach outcomes? For some scenarios we should seek one best way and set up deterministic mechanisms to ensure consistency and efficiency, but this approach can cause issues where it's the only approach we use and it's not matched to the situation at hand. That's where the concept of equifinality and of deterministic, adaptive, and emergent practices comes in. Equifinality is the idea that compliance and irrational variation scenarios aside, it may be okay and even preferable to allow multiple paths to achieve the same outcome. This better fits with the situation of continual and accelerating change we find ourselves in today, where all our perfectly arranged activities may become irrelevant quickly with changing time and circumstance. I've created a model of three types of practices. Deterministic with a machine-like set of rules residing in automation and policies is aimed at certainty…