Published 27 May 2020
This paper describes the essential concepts and major techniques and explains why we need design thinking to enable innovation and economic progress.
Customer experience|End-User Experience|ITIL 4|Processes|Service management|Stakeholder engagement|Vision
Published 19 May 2020
This paper explores the concept of the delta, explaining how this is addressed in AgileSHIFT, and providing practical recommendations and examples on the subject.
Agile|AgileSHIFT|Business solutions|Collaboration|Customer needs|Leadership|Methodologies|Senior team|Vision
Published 16 Apr 2020
This paper discusses Toyota Kata and IT and how scientific thinking helps enable iterative proactive improvement in an unlimited range of domains and is especially relevant in adaptive learning organizations.
Agile|Behaviour|Business solutions|Empowerment|IT investment|IT service management (ITSM)|IT services|IT transformation|ITIL|Learning|Skills|Vision
Published 02 Apr 2020
Direct, Plan and Improve focuses on the core competencies that leaders and line employees should cultivate and apply throughout their service management careers.
IT service management (ITSM)|ITIL|ITIL 4|Leadership|Processes|Service management|Value