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

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Enlighten and empower people

Enlighten and empower people - ITIL Tutorial

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

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Enlighten and empower people

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- [Narrator] The second way is enlightening and empowering people, focusing on people's skills, knowledge, and mindsets and empowering them for action. If I can only do one thing when adopting and adapting ITIL, it will be to work mostly between the ears of people of the organization, so they get it, the outcomes of service management, and get on with it, drive towards those outcomes. Enlightening and empowering people is especially important today. Years ago computing was simpler. One person could actually get the whole system in mind. Today, systems are so complex that no one person can have them all in mind. So for example, if I'm a change manager, there can only be so much expectation that I can know and make the right choice around changes for Python, or MongoDB, or Chef, or Puppet, and so on. What I really should be good at is facilitation and to rely on others to bring the knowledge forward for their patch. So with…

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