Issue #1 - From Mar.27 to Apr.1

Welcome to the first issue of my newsletter. Here below the weekly digest of the posts I published between Monday, March 27 and Saturday, April 1.

At the bottom, also a few interesting post from other LinkedIn users on the same topics.

Monday, March 27: Output vs. Outcome

The difference between 'output' and 'outcome' is a relevant concept in ITIL 4: the output is what delivered by an activity, while the outcome is a result for stakeholders, based on one or more outputs. When a service provider focus more on their outputs than on outcomes for customers, their metrics show the so-called 'watermelon effect': they seem green form outside but are red inside.

Full post at: https://www.dhirubhai.net/posts/robertotrama_itil-itil4-output-activity-7046028377488527360-tEdf

Tuesday, March 28: Focus on value

There are 7 guiding principles in ITIL 4, all equally important and working in integration. But if we should choose 'one to rule them all', for sure it would be "Focus on value". It means that all organizations' activities should point, directly or indirectly, to the creation of value. The value in ITIL 4 it is defined as "the perceived benefit, usefulness and importance of something".

Full post at: https://www.dhirubhai.net/posts/robertotrama_itil-itil4-value-activity-7046390802897330176-4EyW

Wednesday, March 29: Start where you are

One of the key concepts of ITIL 4 is the guiding principle "Start where you are". The message it conveys is that when you want to change something, you do not need to erase all what you already have (making 'tabula rasa') and rebuild anything from scratch, but you should leverage the positive, working, effective elements at your disposal. Any improvement process begins in fact with the proper assessment of the current situation.

Full post at: https://www.dhirubhai.net/posts/robertotrama_itil-itil4-principles-activity-7046752976102694912-E91D

Thursday, March 30: Continual improvement

The 7 steps of the Continual Improvement Model in ITIL 4. All begins with the definition of the vision. Next we assess our starting point, then we explicate our target. At this point we can define our strategy and take action. We need measurements to ensure we did get where we want and finally keep momentum for following iteration.

Full post at: https://www.dhirubhai.net/posts/robertotrama_yesterday-we-listed-the-first-3-steps-of-activity-7047115379428474883-ppvs

Friday, March 31: Iterations and feedback

The Continual Improvement model is one and maybe the most important example of the application in practice of another guiding principle of ITIL 4: "Progress iteratively with feedback". Together, iteration and feedback ensure greater versatility, faster reactions to customer and business needs, earlier discovery of failures with better solutions, and an overall increase in quality of services provided.

Full post at: https://www.dhirubhai.net/posts/robertotrama_itil-itil4-itsm-activity-7047478206232223744-zIjV

Saturday, Apr 1: Too many definitions?

What may impress (and sometimes intimidate or discourage) new learners of ITIL is the high number of definitions listed in the glossary of terms to be learned and constituting a relevant part of the Foundation Certificate exam. However, we do not need to remember everything by heart, overloading our memory: there are logical patterns and recurrences that we can leverage to get the right information at the right time.

Full post at: https://www.dhirubhai.net/posts/robertotrama_what-may-impress-and-sometimes-intimidate-activity-7047840299854757888-Jvn5

Interesting articles from other LinkedIn profiles

Co-Creating Value in Organisations with ITIL 4?

Article by David Barrow and shared by ITSM.tools

New 3-years policy for PeopleCert certifications (in Polish)

Article by Conlea.pl and shared by K.S.

That's a wrap for this week, I hope you enjoyed.

Thank you for your interest and see you on next week!