From the course: IT Service Management Foundations: Measures and Metrics
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Start with why - ITIL Tutorial
From the course: IT Service Management Foundations: Measures and Metrics
Start with why
- Before we dive deep into this course on measures and metrics, it's really important for us to start out by considering why our organization exists and what purpose it really serves. Now, what do I mean by why? Well, there's a great book by Simon Sinek called "Start With Why." And in the book he says, "Customers don't buy what you do, "they buy why you do it." In the book, he brings up this concept of the golden circle and what he uses as an example is Apple. Now, Apple makes phenomenal computers, but that's what they do, right? And we don't buy their computers because they make computers. Dell does that, Lenovo does that, Acer does that, Asus does that, and Apple does that. And many others, that's what they do, right? Everyone knows what they do. But there's also how they do it, right? And we talk about how they do it, this is the methods and practices that set you apart. What are the different engineering ways…
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