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

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Enact outcomes

Enact outcomes - ITIL Tutorial

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

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Enact outcomes

- [Instructor] Now, let's look at the approaches I've come to rely on. I hope you'll find them refreshing and helpful and better suited to today's work environment and Agile Lean practices. The first way is enacting and enabling outcomes, focusing on outcomes over activities, that is, ends versus means, and making driving towards those outcomes how we do things around here. There are two approaches to managing things, broadly speaking, focusing on activities or means or focusing on outcomes or ends. ITIL intends to be outcome-focused, but ITIL publications spend many pages describing activities. Perhaps as a result, there are a lot of process activity step-oriented ITIL implementations where the why or outcome of what we're doing all this for gets lost. We don't want that here. In our approach to implementing service management, outcomes are everything. You can think of each of the 18 practices covered in ITIL…

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